Netgear CM 500 dropping intenet

[pkovacs87]

Hi,

I have a CM 500 Netgear modem with a Asus AC1200 wifi router. I have called multiple times the ISP (Xfinity) and they said everything is good from their end. one of their tech was here and checked the cables, switched out a few just incase, yet I still have the problem. I loose connection about 4-5 times per day for 1-5 minutes. I am not sure what is happening. ISP said Netgear might be able to help with the problem but from their end everything looks good. 

I am using powerline adapters netgear to help reach my computer. 

I checked the modem firmware and it is the latest. 

Modem is about 9 months old. 

Router is about 3 years old. 

[pkovacs87]

here is the bottom area of the log

[FURRYe38]

Have lots of correct and un-correctables happening. 

Have a snap shot of the Events Log 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. 

Check for good coax ling fittings and no kinks on the line.
Be sure your using good quality RG6 coax cable up to the modem. 
Be sure to power OFF the modem for 1 minute then back ON.
https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Mod...
https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router?article=24311
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html

[pkovacs87]

for the problem: It is a intermittent connection problem. so when the ISP tech was here they checked all connections. 

Have a snap shot of the Events Log page? done

Have the ISP check the signal and line quality UP to the modem. Be sure the ISP provisions the modem correctly.  yes they check it, 2 different tech

Be sure there are no coax cable line splitters in the between the modem and ISP service box. 

none.

Check for good coax ling fittings and no kinks on the line.

no kinks in the line. it comes straight from the wall line is straight.

Be sure your using good quality RG6 coax cable up to the modem. 

it is RG6 was recently changed.

Be sure to power OFF the modem for 1 minute then back ON.

done.

I just checked the modem and noticed it is quite hot. is this normal? 

Thank you for helping. looks like I got the pro here. 

[FURRYe38]

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@pkovacs87 wrote:

for the problem: It is a intermittent connection problem. so when the ISP tech was here they checked all connections. 

Have a snap shot of the Events Log page? done

A bunch of criticals that the ISP needs to look into. 

https://highspeed.tips/docsis-events/

Have the ISP check the signal and line quality UP to the modem. Be sure the ISP provisions the modem correctly.  yes they check it, 2 different tech

Be sure there are no coax cable line splitters in the between the modem and ISP service box. 

none.

Check for good coax ling fittings and no kinks on the line.

no kinks in the line. it comes straight from the wall line is straight.

What about on the other side of the wall line out to the ISP service box? All cabling and such would need to be checked up to this point on the other side of the wall. 

Be sure your using good quality RG6 coax cable up to the modem. 

it is RG6 was recently changed.

Be sure to power OFF the modem for 1 minute then back ON.

done.

I just checked the modem and noticed it is quite hot. is this normal? 

Should be moderately warm. Being hot could be something on the ISP line causing it to run badly. 
Be sure it's in a well ventilated area. Sometimes a external small fan works wonders. 

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