Re: R6700v2 - 1-2 second intermittent disconnects

TPreston3790 · ‎2021-08-13

Hello! So I think my router (and possibly modem) might be on their last legs, but I wanted to see if y'all have any alternative solutions other than just buying a new modem and router. They are about 3.5 years old and have not really had issues until about 6 months ago. The internet would randomly drop for about 10-15 seconds and some of my connected devices, like a nest thermostat for example, would not reconnect until I rebooted the modem and router completely. That went away for a bit, but now as of the last week or two I have had these random 1-2 second disconnects that occur. Its not a HUGE deal, but just kind of annoying when I am working on AWS or playing some games with friends. I contacted my IP and they said everything looked fine on their end, but they did some sort of reset on their end regardless and said it should clear some things up. The issue occured again today. Logs showing the disconnect below:

[Internet connected] IP address: 73.32.151.204 Friday, August 13,2021 11:22:26
[Access Control] Device ROKU TV with MAC address 5C:AD:76:0C:55:2D is allowed to acces Friday, August 13,2021 11:22:25
[Access Control] Device UNKNOWN with MAC address 58:70:C6:17:68:65 is allowed to acces Friday, August 13,2021 11:22:25
[Internet disconnected] Friday, August 13,2021 11:22:25

Any help is appreciated!

plemans · ‎2021-08-13

You have the R6700?

What firmware is on it?

what modem/gateway is it connected to?

do all devices drop? just one? Just wireless?

TPreston3790 · ‎2021-08-13

Hey! Yes the R6700v2.

Connected to an Arris Surfboard SB6190

Everything drops. I have an xbox (hard wired in), personal pc, and work pc that are on wifi and they have all dropped simultaniously. Seems to be a total connection thing not just one device.

I have V1.2.0.76_1.0.1 which shows to be the latest one when i check for updates.

michaelkenward · ‎2021-08-14

@TPreston3790 wrote:

Connected to an Arris Surfboard SB6190

Standard modem only device with no built-in router to get in the way.

@TPreston3790 wrote:

I have V1.2.0.76_1.0.1 which shows to be the latest one when i check for updates.

Not the most reliable guide if you mean getting the thing to check the firmware.

Visit the support pages:

Support | NETGEAR

Feed in your model number and check the documentation for your hardware.

That page will also have any software, firmware and drivers for your device, if they exist.

TPreston3790 · ‎2021-08-15

Thank you for the reply! I went to the support page and I do indeed have the latest firmware update. Seems as everything is as up to date as possible. Any ideas?

plemans · ‎2021-08-15

do you have a screen snip of the modems logs and cable connections page?

When everything is dropping, its always good to rule out the modem first

TPreston3790 · ‎2021-08-16

Sun Aug 01 17:05:47 2021	3	No Ranging Response received - T3 time-out;CM-MAC=5c:e3:0e:3a:f3:0b;CMTS-MAC=00:38:df:08:86:b4;CM-QOS=1.1;CM-VER=3.0;
Sat Aug 07 22:20:39 2021	6	TLV-11 - unrecognized OID;CM-MAC=5c:e3:0e:3a:f3:0b;CMTS-MAC=00:38:df:08:86:b4;CM-QOS=1.1;CM-VER=3.0;
Mon Aug 09 13:51:31 2021	3	No Ranging Response received - T3 time-out;CM-MAC=5c:e3:0e:3a:f3:0b;CMTS-MAC=00:38:df:08:86:b4;CM-QOS=1.1;CM-VER=3.0;
Tue Aug 10 13:21:58 2021	6	TLV-11 - unrecognized OID;CM-MAC=5c:e3:0e:3a:f3:0b;CMTS-MAC=00:38:df:08:86:b4;CM-QOS=1.1;CM-VER=3.0;
Tue Aug 10 14:24:32 2021	3	No Ranging Response received - T3 time-out;CM-MAC=5c:e3:0e:3a:f3:0b;CMTS-MAC=00:38:df:08:86:b4;CM-QOS=1.1;CM-VER=3.0;
Wed Aug 11 12:20:44 2021	6	TLV-11 - unrecognized OID;CM-MAC=5c:e3:0e:3a:f3:0b;CMTS-MAC=00:38:df:08:86:b4;CM-QOS=1.1;CM-VER=3.0;
Wed Aug 11 13:41:42 2021	3	No Ranging Response received - T3 time-out;CM-MAC=5c:e3:0e:3a:f3:0b;CMTS-MAC=00:38:df:08:86:b4;CM-QOS=1.1;CM-VER=3.0;
Wed Aug 11 15:08:32 2021	6	TLV-11 - unrecognized OID;CM-MAC=5c:e3:0e:3a:f3:0b;CMTS-MAC=00:38:df:08:86:b4;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 12 11:53:13 2021	3	No Ranging Response received - T3 time-out;CM-MAC=5c:e3:0e:3a:f3:0b;CMTS-MAC=00:38:df:08:86:b4;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 12 18:09:01 2021	6	TLV-11 - unrecognized OID;CM-MAC=5c:e3:0e:3a:f3:0b;CMTS-MAC=00:38:df:08:86:b4;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 12 18:21:16 2021	3	No Ranging Response received - T3 time-out;CM-MAC=5c:e3:0e:3a:f3:0b;CMTS-MAC=00:38:df:08:86:b4;CM-QOS=1.1;CM-VER=3.0;
Thu Jan 01 00:02:29 1970	3	DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=5c:e3:0e:3a:f3:0b;CMTS-MAC=00:38:df:08:86:b4;CM-QOS=1.1;CM-VER=3.0;
Fri Aug 13 14:35:22 2021	6	TLV-11 - unrecognized OID;CM-MAC=5c:e3:0e:3a:f3:0b;CMTS-MAC=00:38:df:08:86:b4;CM-QOS=1.1;CM-VER=3.0;
Fri Aug 13 14:47:36 2021	3	No Ranging Response received - T3 time-out;CM-MAC=5c:e3:0e:3a:f3:0b;CMTS-MAC=00:38:df:08:86:b4;CM-QOS=1.1;CM-VER=3.0;

TPreston3790 · ‎2021-08-16

Also to add to this, it dropped tonight and nothing happened on the log for my modem.

plemans · ‎2021-08-17

It might be more than 1 thing the issue.

1. the logs from the modem indicate some line issue as youre getting t3 drops. happening roughly 1x a day. how frequently is the issue happening?

2. The latest firmware might have old settings carried over thats causing issues. have you tried a factory reset/reinstall

TPreston3790 · ‎2021-08-17

So they tend to happen in what i would consider the high traffic time for our network. when we have 6-8 devices on it at once. I would say it happens 5-6 times a night on average starting 2 weeks ago. Some using more bandwidth than others. But this issue just started and I have not changed any usage habits. I will try factory reset and report back!

michaelkenward · ‎2021-08-17

@TPreston3790 wrote:

So they tend to happen in what i would consider the high traffic time for our network. when we have 6-8 devices on it at once.

Clutching at straws here, this prompts me to ask if you have QoS enabled, or anything else that might make the router's processor struggle.

Things like QoS, traffic metering, and parental controls all take work that can get in the way of a smooth traffic flow.

TPreston3790 · ‎2021-08-17

I do have QoS on. I will try turning that off as well!

michaelkenward · ‎2021-08-17

@TPreston3790 wrote:

I do have QoS on. I will try turning that off as well!

That's the general advice when you have Internet fast than around ~300 Mbps. It is worth trying at any speed unless you have determined that you need it to grab more of the bandwidth.