Modem losing internet connection throughout day

Question

Several times per day I am losing internet connection briefly before the modem reconnects. ISP (wowway) says everything is ok on their end, so it must be either the modem or the actual physical connection to the box outside. Firmware is up to date to my knowledge (V3.01.40) per the website for my ISP. They confirmed they are unable to push an update. It happened most recently at 3:17pm today, and I can post any relevent logs with that time if it will help. Thanks ahead of time!

FURRYe38 · Answer

Please post a copy and paste of the modems connection status page.
Have the ISP check the signal and line quality UP to the modem. Be sure the ISP provisions the modem correctly.
Be sure there are no coax cable line splitters in the between the modem and ISP service box.
Be sure your using good quality RG6 coax cable up to the modem.
Be sure to power OFF the modem for 1 minute them back ON.
https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Modems/m-p/1530376#M12853

chray754 · Answer

Yes, Same issues starting around the same date June 10, 2021. Running perfect for a year before then. Xfinity firmware up to date V3.01.43 for Comcast. ISP contacted and completed proper provisioning - all ok on their end, yet continued dropped service and Cable Staus downstream bonded channels drops to much less (e.g.11) bonded pairs (seen status below in working condition). Downstream Channel was ~475000000. I did plenty of reboots. Interesting that my logs were showing DoS attacks only from June 10 - onward. Of course, Netgear community says all is normal with those.

FINALLY< I did a "factory reboot" from the Admin home of the Genie.

Current status from Cable Status menu is posted below and reflects all ok (for now).

Hope this fixes it? We'll see.

C

Frequency start Value

This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.

Starting Frequency

<tabindex=-1>Startup Procedure</tabindex=-1>

Procedure	Status	Comment
Acquire Downstream Channel	375000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	ENABLED	BPI+
IP Provisioning Mode	Honor MDD	IPv6 only

<tabindex=-1>Downstream Bonded Channels</tabindex=-1>

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectabables
1	Locked	QAM256	1	375000000 Hz	7.6 dBmV	42.0 dB	0	0
2	Locked	QAM256	2	381000000 Hz	8.0 dBmV	42.0 dB	0	0
3	Locked	QAM256	3	387000000 Hz	8.0 dBmV	41.9 dB	0	0
4	Locked	QAM256	4	393000000 Hz	7.9 dBmV	41.8 dB	0	0
5	Locked	QAM256	5	399000000 Hz	8.0 dBmV	41.8 dB	0	0
6	Locked	QAM256	6	405000000 Hz	7.5 dBmV	41.8 dB	0	0
7	Locked	QAM256	7	411000000 Hz	7.2 dBmV	41.7 dB	0	0
8	Locked	QAM256	8	417000000 Hz	7.1 dBmV	41.6 dB	0	0
9	Locked	QAM256	9	423000000 Hz	6.5 dBmV	41.4 dB	0	0
10	Locked	QAM256	10	435000000 Hz	6.5 dBmV	41.5 dB	0	0
11	Locked	QAM256	11	441000000 Hz	6.2 dBmV	41.3 dB	0	0
12	Locked	QAM256	12	447000000 Hz	6.5 dBmV	41.5 dB	0	0
13	Locked	QAM256	13	453000000 Hz	6.3 dBmV	41.3 dB	0	0
14	Locked	QAM256	14	459000000 Hz	6.8 dBmV	41.5 dB	0	0
15	Locked	QAM256	15	465000000 Hz	7.0 dBmV	41.5 dB	0	0
16	Locked	QAM256	16	471000000 Hz	7.1 dBmV	41.4 dB	0	0
17	Locked	QAM256	17	477000000 Hz	7.5 dBmV	41.6 dB	0	0
18	Locked	QAM256	18	483000000 Hz	7.4 dBmV	41.6 dB	0	0
19	Locked	QAM256	19	489000000 Hz	7.9 dBmV	41.6 dB	0	0
20	Locked	QAM256	20	495000000 Hz	8.1 dBmV	41.6 dB	0	0
21	Locked	QAM256	21	519000000 Hz	8.8 dBmV	39.5 dB	0	0
22	Locked	QAM256	22	525000000 Hz	8.9 dBmV	41.9 dB	0	0
23	Locked	QAM256	23	531000000 Hz	8.8 dBmV	41.8 dB	0	0
24	Locked	QAM256	24	537000000 Hz	8.7 dBmV	41.4 dB	0	0
25	Locked	QAM256	25	543000000 Hz	8.6 dBmV	41.8 dB	0	0
26	Locked	QAM256	26	549000000 Hz	8.6 dBmV	41.9 dB	0	0
27	Locked	QAM256	27	555000000 Hz	8.5 dBmV	41.5 dB	0	0
28	Locked	QAM256	28	561000000 Hz	9.1 dBmV	41.9 dB	0	0
29	Locked	QAM256	29	567000000 Hz	8.8 dBmV	40.9 dB	0	0
30	Locked	QAM256	30	573000000 Hz	9.0 dBmV	41.8 dB	0	0
31	Locked	QAM256	31	579000000 Hz	9.0 dBmV	41.8 dB	0	0
32	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0

<tabindex=-1>Upstream Bonded Channels</tabindex=-1>

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	5	5120 Ksym/sec	17300000 Hz	40.0 dBmV
2	Locked	ATDMA	6	5120 Ksym/sec	23700000 Hz	40.5 dBmV
3	Locked	ATDMA	7	5120 Ksym/sec	30100000 Hz	40.8 dBmV
4	Locked	ATDMA	8	5120 Ksym/sec	36500000 Hz	41.5 dBmV
5	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0 dBmV
6	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0 dBmV
7	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0 dBmV
8	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0 dBmV

<tabindex=-1>Downstream OFDM Channels</tabindex=-1>

Channel	Channel ID	Indicator	Subcarrier Zero Frequency	Active Subcarrier Number Range	Total Codewords	Uncorrectable Codewords
1	33	Non-Primary	605600000 Hz	1108 ~ 2987	9139	0
2	0	Other	0 Hz	0 ~ 0	0	0

<tabindex=-1>Upstream OFDMA Channels</tabindex=-1>

Channel	UpstreamIsMuted	Ranging Status	Subcarrier Zero Frequency	Active Subcarrier Number Range	Symbols Per Frame	Tx Power
1		Other	0 Hz	0 ~ 0	0	0 dBmV
2		Other	0 Hz	0 ~ 0	0	0 dBmV

Current System Time: Sat, Jun 12, 2021 18:15:47

Mattferg93 · Answer

Thanks for the reply. ISP says everything is good, just changed the coax cable as well. I'll have to look for splitters, in the meantime here's the connection page:

Apply Cancel

Frequency start Value

This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.

Starting Frequency

<tabindex=-1>Startup Procedure</tabindex=-1>

Procedure	Status	Comment
Acquire Downstream Channel	657000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	ENABLED	BPI+
IP Provisioning Mode	Honor MDD	IPv4 only

<tabindex=-1>Downstream Bonded Channels</tabindex=-1>

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectabables
1	Locked	QAM256	26	657000000 Hz	-2.6 dBmV	41.9 dB	0	0
2	Locked	QAM256	1	507000000 Hz	-2.7 dBmV	42.9 dB	0	0
3	Locked	QAM256	2	513000000 Hz	-2.8 dBmV	38.7 dB	0	0
4	Locked	QAM256	3	519000000 Hz	-2.8 dBmV	41.5 dB	0	0
5	Locked	QAM256	4	525000000 Hz	-2.9 dBmV	41.2 dB	0	0
6	Locked	QAM256	5	531000000 Hz	-2.8 dBmV	41.6 dB	0	0
7	Locked	QAM256	6	537000000 Hz	-3.0 dBmV	42.7 dB	0	0
8	Locked	QAM256	7	543000000 Hz	-3.0 dBmV	42.6 dB	0	0
9	Locked	QAM256	8	549000000 Hz	-2.9 dBmV	42.5 dB	0	0
10	Locked	QAM256	9	555000000 Hz	-3.0 dBmV	40.8 dB	0	0
11	Locked	QAM256	10	561000000 Hz	-2.8 dBmV	40.9 dB	0	0
12	Locked	QAM256	11	567000000 Hz	-2.8 dBmV	42.5 dB	0	0
13	Locked	QAM256	12	573000000 Hz	-2.8 dBmV	42.4 dB	0	0
14	Locked	QAM256	13	579000000 Hz	-2.9 dBmV	42.3 dB	0	0
15	Locked	QAM256	14	585000000 Hz	-2.9 dBmV	42.1 dB	0	0
16	Locked	QAM256	15	591000000 Hz	-2.8 dBmV	42.3 dB	0	0
17	Locked	QAM256	16	597000000 Hz	-2.7 dBmV	42.1 dB	0	0
18	Locked	QAM256	17	603000000 Hz	-2.7 dBmV	42.2 dB	0	0
19	Locked	QAM256	18	609000000 Hz	-2.7 dBmV	42.1 dB	0	0
20	Locked	QAM256	19	615000000 Hz	-2.6 dBmV	42.2 dB	0	0
21	Locked	QAM256	20	621000000 Hz	-2.6 dBmV	42.1 dB	0	0
22	Locked	QAM256	21	627000000 Hz	-2.5 dBmV	42.1 dB	0	0
23	Locked	QAM256	22	633000000 Hz	-2.5 dBmV	42.1 dB	0	0
24	Locked	QAM256	23	639000000 Hz	-2.8 dBmV	41.8 dB	0	0
25	Locked	QAM256	24	645000000 Hz	-2.6 dBmV	41.9 dB	0	0
26	Locked	QAM256	25	651000000 Hz	-2.4 dBmV	41.9 dB	0	0
27	Locked	QAM256	27	663000000 Hz	-2.5 dBmV	41.8 dB	0	0
28	Locked	QAM256	28	669000000 Hz	-2.8 dBmV	41.6 dB	0	0
29	Locked	QAM256	30	681000000 Hz	-2.9 dBmV	41.6 dB	0	0
30	Locked	QAM256	31	687000000 Hz	-2.8 dBmV	41.7 dB	0	0
31	Locked	QAM256	32	693000000 Hz	-2.6 dBmV	41.8 dB	0	0
32	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0

<tabindex=-1>Upstream Bonded Channels</tabindex=-1>

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	8	5120 Ksym/sec	16300000 Hz	41.3 dBmV
2	Locked	ATDMA	5	2560 Ksym/sec	25500000 Hz	41.5 dBmV
3	Locked	ATDMA	6	5120 Ksym/sec	30500000 Hz	42.3 dBmV
4	Locked	ATDMA	7	5120 Ksym/sec	37000000 Hz	43.8 dBmV
5	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0 dBmV
6	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0 dBmV
7	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0 dBmV
8	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0 dBmV

<tabindex=-1>Downstream OFDM Channels</tabindex=-1>

Channel	Channel ID	Indicator	Subcarrier Zero Frequency	Active Subcarrier Number Range	Total Codewords	Uncorrectable Codewords
1	29	Non-Primary	620600000 Hz	1528 ~ 2567	424801	0
2	0	Other	0 Hz	0 ~ 0	0	0

<tabindex=-1>Upstream OFDMA Channels</tabindex=-1>

Channel	UpstreamIsMuted	Ranging Status	Subcarrier Zero Frequency	Active Subcarrier Number Range	Symbols Per Frame	Tx Power
1		Other	0 Hz	0 ~ 0	0	0 dBmV
2		Other	0 Hz	0 ~ 0	0	0 dBmV

Current System Time: Sat, Jun 12, 2021 21:19:59

Mattferg93 · Answer

On top of this, I've replaced a splitter and another connector with brand new f type connectors and the problem persists.

chray754 · Answer

Hey Mattferg93,Super frustrating, I know!Taking a look at my cable connection page posting you will notice I have signal power in the ~ -7 to -8 dB range.&nbsp; The technician was here today to take measurements on my cable.&nbsp; He told me ideal range is 0.0 dB plus or minus 10 dB (i.e. -10dB to +10dB).&nbsp; He said if the range is close to those limits the modem should work ok, but might experience issues at times due to significant fluxuations; TV is less fussy, but the modems are fussy.&nbsp; We installed a -7dB splitter before the router so the signal was -2dB.&nbsp; Remember to restart the modem and refresh your Cable Connection page in Genie to get the current readings.&nbsp; My current readings are ~0.0 +/- 2dB on the Genie Cable Connection page now.&nbsp; Internet has been stable for two days.&nbsp;&nbsp;I suggest you ask the cable company to give a visit and confirm your signal power from the box, at the house panel, and at your modem connection.&nbsp; He also confirmed the speed of the cable and internet to be what I'm paying for.&nbsp; He also demonstrated the other parameters (like jitter) were all good too.I'll also note that previously I did not have 32 bonded pairs locked in - I had more like 20.&nbsp; I also note the correctables and incorrectables are no longer 0 and are in the hundreds and thousands for each column and for each pair.&nbsp; I have no idea what that means.C

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Modem losing internet connection throughout day

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