Orbi WiFi 7 RBE973
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Nighthawk AC1900 (C7000v2) Disconnects Frequently

cakekey
Aspirant

Nighthawk AC1900 (C7000v2) Disconnects Frequently

For almost a week now, my modem has been losing its internet connection for several minutes at a time. This loss is simultaneous across all devices, both wired and wireless. Outside of these drops, performance seems to be totally normal.

I've contacted my ISP and they claim no issues on their end, only a weak connection that seems to be due to a hardware issue on our end. The previous coaxial cable seemed to be in fine condition, but I swapped it with a brand new one anyway to no avail.

 

Attached is a picture of the front-end LED indicators.

Message 1 of 10
FURRYe38
Guru

Re: Nighthawk AC1900 (C7000v2) Disconnects Frequently

What Firmware version is currently loaded?
Please post a copy and paste of the modems connection status and event log page.
https://kb.netgear.com/30007/How-do-I-obtain-the-cable-connection-information-from-a-NETGEAR-cable-m...
https://kb.netgear.com/30008/How-do-I-view-or-clear-the-event-logs-on-my-NETGEAR-cable-modem-or-mode...

 

What Wi-Fi channels are you using? 
Any Wi-Fi Neighbors near by? If so, how many?

Message 2 of 10
cakekey
Aspirant

Re: Nighthawk AC1900 (C7000v2) Disconnects Frequently

Connection Status:

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   0
 

Startup Procedure

Procedure Status Comment
Acquire Downstream Channel603000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityDisabledDisabled
IP Provisioning ModeHonor MDDhonorMdd(4)
 

Downstream Bonded Channels

Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1LockedQAM25617603000000 Hz2.7 dBmV37.4 dB30
2LockedQAM2561507000000 Hz1 dBmV36.6 dB13469
3LockedQAM2562513000000 Hz1.2 dBmV36.4 dB232426
4LockedQAM2564525000000 Hz1.4 dBmV36.9 dB158146
5LockedQAM2565531000000 Hz1.8 dBmV37.1 dB13387
6LockedQAM2566537000000 Hz1.7 dBmV37.2 dB8390
7LockedQAM2567543000000 Hz2.2 dBmV37.3 dB401
8LockedQAM2568549000000 Hz2.1 dBmV36.3 dB80
9LockedQAM2569555000000 Hz2.1 dBmV35.8 dB50
10LockedQAM25610561000000 Hz2.2 dBmV36.8 dB10
11LockedQAM25611567000000 Hz2.1 dBmV37.3 dB00
12LockedQAM25612573000000 Hz2.3 dBmV37.3 dB00
13LockedQAM25613579000000 Hz2.1 dBmV37.3 dB00
14LockedQAM25614585000000 Hz2.3 dBmV37.3 dB552
15LockedQAM25615591000000 Hz2.5 dBmV37.3 dB360
16LockedQAM25618609000000 Hz2.6 dBmV37.3 dB110
17LockedQAM25621627000000 Hz1.8 dBmV37.1 dB00
18LockedQAM25624645000000 Hz1.3 dBmV36.9 dB00
19LockedQAM25625651000000 Hz1.5 dBmV37.1 dB00
20LockedQAM25627663000000 Hz1.3 dBmV36.8 dB00
21LockedQAM25628669000000 Hz1.3 dBmV36.7 dB00
22LockedQAM25630681000000 Hz1.2 dBmV36.6 dB00
23LockedQAM25631687000000 Hz1.6 dBmV36.6 dB00
24LockedQAM25632693000000 Hz1.3 dBmV36.5 dB00
 

Upstream Bonded Channels

Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1LockedATDMA85120 Ksym/sec37400000 Hz51.5 dBmV
2Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
3Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
4Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
5Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
6Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
7Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
8Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
Message 3 of 10
cakekey
Aspirant

Re: Nighthawk AC1900 (C7000v2) Disconnects Frequently

Event Log:

2023-5-31, 16:33:18Error (4)DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0;
2023-5-31, 15:26:28Warning (5)DHCP WARNING - Non-critical field invalid in response ;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0;
2023-5-31, 15:26:24Notice (6)Honoring MDD; IP provisioning mode = IPv4
2023-5-31, 15:26:13Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0;
2023-5-31, 15:25:40Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0;
2023-5-31, 15:25:40Warning (5)MDD message timeout;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0;
1970-1-1, 00:00:59Warning (5)DHCP WARNING - Non-critical field invalid in response ;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:57Notice (6)Honoring MDD; IP provisioning mode = IPv4
1970-1-1, 00:00:49Critical (3)No Ranging Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:00:41Notice (6)WiFi Interface [wl1] set to Channel 153 (Side-Band Channel:N/A) - Reason:INIT
1970-1-1, 00:00:41Notice (6)WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INIT
1970-1-1, 00:00:39Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2023-5-31, 14:28:19Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0;
2023-5-31, 13:32:50Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0;
2023-5-31, 13:32:18Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0;
2023-5-31, 11:32:00Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0;
2023-5-31, 11:31:28Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0;
2023-5-31, 09:21:51Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0;
2023-5-31, 09:21:19Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0;
2023-5-31, 07:20:33Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0;
2023-5-31, 05:27:17Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0;
2023-5-31, 05:26:45Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0;
2023-5-31, 03:20:43Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0;
2023-5-31, 03:20:10Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0;
2023-5-31, 01:22:51Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0;
2023-5-30, 23:29:48Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0;
2023-5-30, 23:29:15Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0;
2023-5-30, 21:34:32Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0;
2023-5-30, 21:33:59Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0;
2023-5-30, 19:40:52Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0;
2023-5-30, 19:40:20Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0;
2023-5-30, 17:46:08Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0;
2023-5-30, 17:45:35Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0;
2023-5-30, 15:42:35Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0;
2023-5-30, 15:42:03Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0;
2023-5-30, 13:35:46Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0;
2023-5-30, 13:35:13Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0;
2023-5-30, 11:28:42Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0;
2023-5-30, 11:28:10Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.1;CM-VER=3.0;
2023-5-30, 09:36:51Critical (3)No Ranging Response received - T3 time-out;CM-MAC=80:cc:9c:0b:93:90;CMTS-MAC=00:01:5c:6b:b6:5c;CM-QOS=1.0;CM-VER=3.0;
Message 4 of 10

Re: Nighthawk AC1900 (C7000v2) Disconnects Frequently


@cakekey wrote:

I've contacted my ISP and they claim no issues on their end, only a weak connection that seems to be due to a hardware issue on our end.


What does that mean? Did they provide any details?

 

The connection at your end depends upon the quality of the signal that gets to you. They control that, not you.

 

While many questions about routers are generic and could be answered anywhere, some things need specialist knowledge.

You might get more help, and find earlier questions and answers specific to your device, in the appropriate section for your hardware. That's probably here:

Cable Modems & Routers

I will ask the Netgear moderator to move your message.

In the meantime you could visit the support pages:

Support | NETGEAR

Feed in your model number and check the documentation for your hardware. Look at the label on the device for the model number.

Check for various troubleshooting tips.

You may have done this already. I can't tell from your message.

I mention it because Netgear stopped supplying printed manuals and CD versions some years ago and people sometimes miss the downloads.

Message 5 of 10
cakekey
Aspirant

Re: Nighthawk AC1900 (C7000v2) Disconnects Frequently

Firmware is V1.03.01
I have devices across both 2.4GHz and 5GHz.
I live in a suburb, and thus have other property's wifi networks within range. On average, there are over a dozen.

Message 6 of 10

Re: Nighthawk AC1900 (C7000v2) Disconnects Frequently


@FURRYe38 wrote:

What Firmware version is currently loaded?

The C7000v2 is a cable modem.

 

There's nothing that @cakekey can do about it.

 

What is the latest firmware version of my NETGEAR cable modem or modem router? | Answer | NETGEAR Su...

Message 7 of 10
FURRYe38
Guru

Re: Nighthawk AC1900 (C7000v2) Disconnects Frequently

Power levels are with in spec:

https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router

 

However you have some Correctables and Uncorrecables that should be mostly zeros and you have lots of Critcials and Warnings and a Error that indicates a signal line issue from the ISP, that needs to be reviewed by the ISP and resolved by them:

 

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. 
Start with removing any amplifiers, signal attenuators, or splitters from the coax.
From there check the line for kinks, damage, moisture in the line.
Check the connectors for improperly made ends, foil touching the copper coax line, loose connections, bad/old/cheap connectors, or corroded connections. Replace them if you do.
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
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html

Message 8 of 10
cakekey
Aspirant

Re: Nighthawk AC1900 (C7000v2) Disconnects Frequently

I've made another call and ISP will be sending a technician on 06/03 to investigate. ISP support saw no abnormal indications on their end at any point during this call, before or after performing the standard reboot and signal reset.

Message 9 of 10
FURRYe38
Guru

Re: Nighthawk AC1900 (C7000v2) Disconnects Frequently

Have them look at the event logs and the correctables and un-correctables.

Message 10 of 10
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