C7000v2 no internet

[Alex72055]

My isp has told me it’s the device randomly the internet dropped and never came back
Right now the off lights are : downstream and the internet globe I have done multiple resets
Net gear could only help if I paid for service

[plemans]

Move the modem to right where the coax enters the home, remove any splitters, amplifiers, splitters from the line. 

Again, direct connect it. 

the modem has to establish a link to the ISP and from the lights, it isn't doing so. 

also, log into the router and get a screen snip of the cable connections page and the event logs and post them back here. they let us check the connection back to the isp. 

[Alex72055]

No change when plugged in

[Alex72055]

My ISP which is Cox is saying they are getting no connection to the modem

[plemans]

The "event log" 

and the cable connections page, it shows upstream/downstream power levels, errors, etc

[plemans]

and the cable connections page, it shows upstream/downstream power levels, errors, etc

[Alex72055]

This is all I see on my cable connections

[plemans]

so there's no way the isp's seeing the device. If the modem is offline, they can't ping it. 

They need at least 1 locked channel to ping it. 

Try moving the modem, checking the cable/connectors, and try a factory reset and reinstall. 

[Alex72055]

I have factory reset it multiple times

[plemans]

If you've reset it, checked your lines,and are still getting that, the ISP needs to check the outdoor lines then. 

[Alex72055]

I have a neighbor on the same isp and lines but he hasn’t had a problem at all it’s the same plan and all

[plemans]

And his drop from the hub isn't the same as yours. its a different line. 

If you want to check it, walk you modem over to his place and connect it.