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CS0's avatar
CS0
Aspirant
Mar 21, 2022

R7800 loses connection to SB modem when streaming

Hi, this just started happening, so I’m not sure it’s related to a firmware upgrade. Rebooting the router seems to fix it temporarily, but the status page will show the link gets lost to the modem and the gui says the modem is unplugged. As best I can tell it’s triggered by downloading or streaming, when idle or there’s low traffic it stays up. It’s possible it’s an issue with the modem too, but rebooting the modem does not temporarily fix the problem while rebooting the router does, so seems like the router is at fault.

This is Firmware v1.0.2.90

Anyone have any ideas?
Hardware
Troubleshooting

10 Replies

  • FURRYe38's avatar
    FURRYe38
    Guru - Experienced User
    Mar 21, 2022

    What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?

    Does the Internet LED on the router turn AMBER when this happens? 

    Are you wired or wireless when streaming? 

    What devices are you usinng? 

     

    Has a power off for 1 minute then back ON with the ISP modem and router been performed since last update?
    Be sure to restart your network in this sequence:
    Turn off and unplug modem.
    Turn off router and computers.
    Plug in and turn on modem. Wait 2 minutes for it to connect.
    Turn on the router and wait 2 minutes for

     

    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. 
    Be sure to power OFF the modem and router for 1 minute then back ON.
    https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Modems/m-p/1530376#M12853
    https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html

     

    • CS0's avatar
      CS0
      Aspirant
      Mar 21, 2022
      It’s a Motorola SB6141. Comcast. Lights on modem stay blue/geeen, no amber. Wireless, but I can connect to the router to get its status so it’s not a Wi-Fi issue. Seems to just be the link state between the modem and the router.
      • Kitsap's avatar
        Kitsap
        Master
        Mar 21, 2022

        Did you go through the start-up sequence like was recommended?

         

        Make sure your Ethernet cable between your modem and the router is good.

         

        When you last updated your firmware, did you do a firmware default reset and reconfigure the router or did you do a dirty update and leave the configuration from the previous firmware in place?