Nighthawk c7000 Voice Cuts Out

[pdxbears]

Hi! I have a c7000 that has never worked as advertised. It can't handle even a couple of WiFi connections without VOIP cutting out so I've been forced to use my old R7000 for WiFi since I bought the c7000 last summer. Comcast and Netgear say it isn't their problem. Meanwhile I have an expensive paperweight. Any ideas? Thanks! 

[DarrenM]

Are you able to provide the logs and power levels of the modem?

DarrenM

[pdxbears]

I'm happy to, but not sure how. This chat interface won't allow me to attach text files. I can paste the logs in this window or make an image of them I guess. Which logs would you like? Looks like there are Logs, Event Log, EMTA Event Log, and various information screens. 

Thanks!

Stephen

[DarrenM]

Event logs and a screenshot is fine.

DarrenM

[pdxbears]

It won't let me attached anything but PDFs, so I'll just paste into this window below. Are these the logs in question? Thanks!

<tabindex=-1>Downstream Bonded Channels

Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables 1 Locked QAM256 1 513000000 Hz -1.7 dBmV 37.1 dB 0 0 2 Locked QAM256 2 519000000 Hz -1.8 dBmV 37.1 dB 0 0 3 Locked QAM256 3 525000000 Hz -1.8 dBmV 37.1 dB 0 0 4 Locked QAM256 4 531000000 Hz -1.5 dBmV 37.1 dB 0 0 5 Locked QAM256 5 537000000 Hz -1.7 dBmV 37.1 dB 0 0 6 Locked QAM256 6 543000000 Hz -1.7 dBmV 37.0 dB 0 0 7 Locked QAM256 7 549000000 Hz -1.7 dBmV 37.0 dB 0 0 8 Locked QAM256 8 555000000 Hz -1.7 dBmV 36.9 dB 1 0 9 Locked QAM256 9 561000000 Hz -1.7 dBmV 36.5 dB 2 0 10 Locked QAM256 10 567000000 Hz -2.0 dBmV 36.9 dB 1 0 11 Locked QAM256 11 573000000 Hz -2.1 dBmV 36.8 dB 3 0 12 Locked QAM256 12 579000000 Hz -2.0 dBmV 36.8 dB 4 0 13 Locked QAM256 13 585000000 Hz -2.2 dBmV 36.7 dB 4 0 14 Locked QAM256 14 591000000 Hz -2.5 dBmV 36.6 dB 9 0 15 Locked QAM256 15 597000000 Hz -2.6 dBmV 36.5 dB 11 0 16 Locked QAM256 16 603000000 Hz -2.7 dBmV 36.4 dB 8 0 17 Locked QAM256 17 609000000 Hz -3.0 dBmV 36.3 dB 0 0 18 Locked QAM256 18 615000000 Hz -3.3 dBmV 36.2 dB 0 0 19 Locked QAM256 19 621000000 Hz -3.5 dBmV 36.0 dB 0 0 20 Locked QAM256 20 627000000 Hz -3.7 dBmV 35.8 dB 0 0 21 Locked QAM256 21 633000000 Hz -4.1 dBmV 35.6 dB 0 0 22 Locked QAM256 22 639000000 Hz -4.4 dBmV 35.3 dB 0 0 23 Locked QAM256 23 645000000 Hz -4.7 dBmV 35.1 dB 0 0 24 Locked QAM256 24 651000000 Hz -4.6 dBmV 35.2 dB 0 0

Description Count Last Occurrence Target Source
[SUCCESS: User interface login ] 1 Sat Mar 03 11:23:35 2018 192.168.100.2:80 192.168.100.3:51435
[TCP- or UDP-based Port Scan ] 3 Sat Mar 03 02:33:15 2018 73.164.***.***:59788 75.75.75.75:53
[UPnP set event: ] 1 Fri Mar 02 19:06:54 2018 0.0.0.0:0 192.168.100.6:0
[TCP- or UDP-based Port Scan ] 3 Fri Mar 02 19:05:19 2018 73.164.***.***:52499 75.75.75.75:53
[LAN access from remote ] 2 Thu Mar 01 19:04:42 2018 192.168.100.3:3074 65.55.42.179:13428
[TCP- or UDP-based Port Scan ] 1 Thu Mar 01 18:30:45 2018 73.164.***.***:38617 75.75.75.75:53
[LAN access from remote ] 2 Thu Mar 01 17:42:37 2018 192.168.100.3:3074 65.55.42.179:13464
[TCP- or UDP-based Port Scan ] 22 Wed Feb 28 17:11:44 2018 73.164.***.***:54089 216.58.216.142:443
[Firewall Up ] 1 Sat Feb 24 20:45:58 2018 ---.---.---.---:--- ---.---.---.---:---
[Internet connected ] 1 Sat Feb 24 20:46:00 2018 73.164.***.***:0 0.0.0.0:0
[Public Network Interface up ] 1 Sat Feb 24 20:45:58 2018 ---.---.---.---:--- ---.---.---.---:---
[Time Of Day established ] 1 Sat Feb 24 20:45:42 2018 ---.---.---.---:--- ---.---.---.---:---
[Internet disconnected ] 1 Sat Feb 24 20:44:02 2018 ---.---.---.---:--- ---.---.---.---:---
[SUCCESS: User interface login ] 2 Sat Feb 24 20:43:47 2018 192.168.100.2:80 192.168.100.3:61688
[TCP- or UDP-based Port Scan ] 4 Sat Feb 24 13:12:19 2018 73.164.***.***:56220 74.125.199.189:443
[SUCCESS: User interface login ] 1 Sat Feb 24 11:48:25 2018 192.168.100.2:80 192.168.100.3:51677
[TCP- or UDP-based Port Scan ] 22 Sat Feb 24 11:23:56 2018 73.164.***.***:58164 75.75.75.75:53
[SUCCESS: User interface login ] 1 Mon Feb 19 21:03:06 2018 192.168.100.2:80 192.168.100.3:53028
[TCP- or UDP-based Port Scan ] 7 Mon Feb 19 20:02:44 2018 73.164.***.***:62554 216.58.193.78:443
[UPnP set event: ] 1 Sun Feb 18 19:10:36 2018 0.0.0.0:0 192.168.100.6:0
[Time Of Day established ] 1 Sun Feb 18 12:35:52 2018 ---.---.---.---:--- ---.---.---.---:---
[TCP- or UDP-based Port Scan ] 12 Sun Feb 18 09:36:04 2018 73.164.***.***:59968 75.75.75.75:53
[UPnP set event: ] 2 Fri Feb 16 19:46:43 2018 0.0.0.0:0 192.168.100.6:0
[TCP- or UDP-based Port Scan ] 2 Thu Feb 15 07:44:13 2018 73.164.***.***:53565 75.75.75.75:53
[UPnP set event: ] 1 Wed Feb 14 19:03:39 2018 0.0.0.0:0 192.168.100.6:0
[TCP- or UDP-based Port Scan ] 16 Wed Feb 14 06:45:19 2018 73.164.***.***:49424 216.58.216.132:443
[UPnP set event: ] 1 Sun Feb 11 20:02:15 2018 0.0.0.0:0 192.168.100.6:0
[TCP- or UDP-based Port Scan ] 1 Sun Feb 11 18:20:42 2018 73.164.***.***:58357 75.75.75.75:53
[Time Of Day established ] 1 Sun Feb 11 12:35:51 2018 ---.---.---.---:--- ---.---.---.---:---
[TCP- or UDP-based Port Scan ] 4 Sun Feb 11 11:44:25 2018 73.164.***.***:39392 75.75.75.75:53

[pdxbears]

That didn't turn out so well. Here's the other log (attached). 

[DarrenM]

The levels all look good nothing really standing out in the logs is there maybe any ports that need opened for the VOIP?

DarrenM

[vkdelta]

What is the FW running on the device?

Choppy voice/voice cut out was fixed in 2.01.33 FW version. 

[pdxbears]

Hi Darren,

VOIP is working fine as long as the wireless antennas are disabled, so it seems to me that whatever ports need to be open already are. ?? Do you agree?

Stephen

[pdxbears]

Hello. Current firmware is 2.01.30. I am told that only Comcast can upgrade the firmware (which, IMHO seems outrageous as it is my hardware, not theirs) and there appears to be no provision in the rather rudimentary interface for the consumer to do this. Is there a way around this?

Thanks!

Stephen

[vkdelta]

please reboot your device. Comcast has already pushed the FW to lot of customers. 

If you still dont see it within 30 mins of reboot, Please provide your power table and EVENT LOG output here.