c7000v2 resets

[brm5124]

I am getting frequent modem resets.

The event log states:"Received Response to Broadcast Maintenance Request. But no Unicast Maintenance opportunities received. T4 time out, CM MAC=38.94 ed: dd:f4:c8:CMTS-MAC=f8:b7:e2:05:99:ce:CM. QOS=1.1:CM.VER=3.0"

Firmware version. V1.03.01

Does anyone know what this means?

Do I have a defective modem?

[plemans · Accepted solution]

You're power levels are out of spec. They should be within 3.5dbmv of each other. Yours goes from 4.3dbmv to 10.7dbmv. A 6.5dbmv difference. a little variation is fine but that's quite far. 

If they're saying the lines fine, maybe it is indeed a modem issue. You can always try renting a modem from the ISP for a month. If it works fine, it could be the modem. If there's issues, then the ISP can't blame the modem. 

It could also be that the ISP gave you a docsis 3.1 device which is a little more tolerant of power fluctuations/levels. 

[plemans]

do you have a screensnip of the cable connections page and the full logs? 

That helps more than the 1 error notice. 

[brm5124]

Let me know if this works

[plemans]

you only got about 8 channels of the cable connections page. 

But you have a bunch of errors in the logs. Those tend to be line issues. 

Check the line for kinks, damage, loose/cheap connectors, extended runs, etc. Move the modem to right where the coax enters the home. 

If it already is and the line's fine, then the isp needs to check the line. 

[brm5124]

The ISP was here and said the line was fine.

I'll try moving the modem closer to see if that works

Thanks

[brm5124]

Here's the rest of the cable connection data. I wasn't sure what you needed the first time.

[plemans · Accepted solution]

You're power levels are out of spec. They should be within 3.5dbmv of each other. Yours goes from 4.3dbmv to 10.7dbmv. A 6.5dbmv difference. a little variation is fine but that's quite far. 

If they're saying the lines fine, maybe it is indeed a modem issue. You can always try renting a modem from the ISP for a month. If it works fine, it could be the modem. If there's issues, then the ISP can't blame the modem. 

It could also be that the ISP gave you a docsis 3.1 device which is a little more tolerant of power fluctuations/levels. 

[brm5124]

Thanks for the info;

The Modem is mine, not the ISP's 

I will try your idea of renting as modem.

Thanks

Bob Mann

[brm5124]

I moved the modem closer to the house input, This removed about 40 ft of cable.

This increased the power levels by about 4db and I have not had any dropouts since.

Thanks again for your help.

Bob 

[plemans]

glad to hear it helped!

[brm5124]

I spoke to soon. After about 3 days the unit started acting up again.

I am currently renting a Modem from Cox. After six days it has not reset once.

I plan to let it run for 2 weeks 

If no resets on the rental then I will request a warranty repair, on my Netgear unit.

[plemans]

MIght also be worth comparing what cox gave you. A docsis 3.1 modem is going to be more tolerant of line issues than a docsis 3.0 device (like the c7000 is)

[brm5124]

The Modem is an ARRIS tg1682g which I show as a docsis 3.0 unit.

Either way a modem should not be resetting multiple times a week.