C7000 Nighthawk Packet Loss, High Ping and Frequent disconnections

[ecbaroni]

Hey all, I've been having issues with my c7000 router. The same issues happen whether connected wirelessly or via ethernet. High ping, packet loss and frequent disconnections. Happens when streaming, in virtual meetings for work and when gaming. I need to figure out this issue and get it fixed because I cannot keep getting dropped from my work meetings.

I've attached a screenshot of my cable connections. Any advice on how to rectify this issue would be greatly appreciated.

[FURRYe38]

You have lots of correct and un-correctables that should be zero.

Please post a copy and paste of the modems connection status and event log page.
https://kb.netgear.com/30008/How-do-I-view-or-clear-the-event-logs-on-my-NETGEAR-cable-modem-or-mode...

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 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?article=24311
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html

[ecbaroni]

There are no coax cable line splitters in the between the modem and ISP service box.

I'll have the ISP check the signal and line quality UP to the modem and ask the ISP to provision the modem correctly. How can I ensure it is provisioned correctly? 

Copy/pasted requested data below:

Event Log: 

Time	Priority	Description
2022-9-30, 13:07:54	Notice (6)	WiFi Interface [wl1] set to Channel 48 (Side-Band Channel:N/A) - Reason:INTERFERENCE
2022-9-30, 13:07:53	Notice (6)	WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
2022-9-30, 13:07:51	Notice (6)	WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:5) - Reason:GUI
2022-9-30, 03:37:52	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:37:02	Warning (5)	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:36:59	Notice (6)	Honoring MDD; IP provisioning mode = IPv4
2022-9-30, 03:36:49	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2022-9-30, 03:36:48	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.0;CM-VER=3.0;
2022-9-30, 03:36:00	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.0;CM-VER=3.0;
2022-9-30, 03:35:55	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.0;CM-VER=3.0;
2022-9-30, 03:35:47	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2022-9-30, 03:35:46	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.0;CM-VER=3.0;
2022-9-30, 03:34:58	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.0;CM-VER=3.0;
2022-9-30, 03:34:38	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.0;CM-VER=3.0;
2022-9-30, 03:34:32	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.0;CM-VER=3.0;
2022-9-30, 03:34:30	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:34:10	Warning (5)	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:34:07	Notice (6)	Honoring MDD; IP provisioning mode = IPv4
2022-9-30, 03:33:58	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.0;CM-VER=3.0;
2022-9-30, 03:33:43	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.0;CM-VER=3.0;
2022-9-30, 03:33:41	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:33:21	Warning (5)	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:33:18	Notice (6)	Honoring MDD; IP provisioning mode = IPv4
2022-9-30, 03:33:10	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.0;CM-VER=3.0;
2022-9-30, 03:33:05	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.0;CM-VER=3.0;
2022-9-30, 03:33:03	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:32:42	Warning (5)	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:32:36	Notice (6)	Honoring MDD; IP provisioning mode = IPv4
2022-9-30, 03:32:24	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.0;CM-VER=3.0;
2022-9-30, 03:32:16	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:32:08	Critical (3)	16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:32:08	Critical (3)	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:32:08	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:31:44	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:31:16	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:31:08	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:30:44	Critical (3)	Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:30:37	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:30:17	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;
2022-9-30, 03:30:17	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=c8:9e:43:76:e2:b0;CMTS-MAC=00:aa:6e:c1:3a:42;CM-QOS=1.1;CM-VER=3.0;

Cable Connection:

Startup Procedure

Procedure Status Comment Acquire Downstream Channel 363000000 Hz Locked Connectivity State OK Operational Boot State OK Operational Security Disabled Disabled IP Provisioning Mode Honor MDD honorMdd(4)

Downstream Bonded Channels

Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables 1 Locked QAM256 17 363000000 Hz 6.2 dBmV 38.7 dB 175327 32520 2 Locked QAM256 1 267000000 Hz 5.9 dBmV 38.6 dB 220700 55152 3 Locked QAM256 2 273000000 Hz 6 dBmV 38.5 dB 217557 53716 4 Locked QAM256 3 279000000 Hz 5.6 dBmV 38.3 dB 222499 54850 5 Locked QAM256 4 285000000 Hz 5.7 dBmV 38.1 dB 216747 50715 6 Locked QAM256 5 291000000 Hz 5.2 dBmV 38.2 dB 207974 49645 7 Locked QAM256 6 297000000 Hz 5.4 dBmV 38.4 dB 198595 45455 8 Locked QAM256 7 303000000 Hz 5.1 dBmV 38.5 dB 198725 44907 9 Locked QAM256 8 309000000 Hz 4.8 dBmV 38.5 dB 195942 42115 10 Locked QAM256 9 315000000 Hz 4.9 dBmV 38.6 dB 185436 39142 11 Locked QAM256 10 321000000 Hz 4.9 dBmV 37.8 dB 190558 39708 12 Locked QAM256 11 327000000 Hz 5.6 dBmV 39 dB 175000 33965 13 Locked QAM256 12 333000000 Hz 5.7 dBmV 39 dB 161499 29514 14 Locked QAM256 13 339000000 Hz 5.7 dBmV 38.9 dB 158314 28050 15 Locked QAM256 14 345000000 Hz 5.9 dBmV 38.8 dB 149565 25964 16 Locked QAM256 15 351000000 Hz 5.8 dBmV 38.7 dB 138957 23405 17 Locked QAM256 16 357000000 Hz 4.9 dBmV 38.6 dB 0 0 18 Locked QAM256 18 369000000 Hz 5 dBmV 38.9 dB 0 0 19 Locked QAM256 19 375000000 Hz 5.1 dBmV 39 dB 0 0 20 Locked QAM256 20 381000000 Hz 4.9 dBmV 39 dB 0 0 21 Locked QAM256 21 387000000 Hz 4.9 dBmV 39 dB 0 0 22 Locked QAM256 22 393000000 Hz 5 dBmV 39.3 dB 0 0 23 Locked QAM256 23 399000000 Hz 4.6 dBmV 39 dB 0 0 24 Locked QAM256 24 405000000 Hz 4.8 dBmV 39.4 dB 0 0

Upstream Bonded Channels

Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 1 5120 Ksym/sec 38400000 Hz 44.4 dBmV 2 Locked ATDMA 2 5120 Ksym/sec 32000000 Hz 45 dBmV 3 Locked ATDMA 3 5120 Ksym/sec 25600000 Hz 45 dBmV 4 Locked ATDMA 4 5120 Ksym/sec 19200000 Hz 43.5 dBmV 5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

Extended Upstream Transmit Power

Enable Extended Upstream Transmit Power

Current System Time:Fri Sep 30 14:01:24 2022

System Up Time:1 day 03:10:16

[FURRYe38]

You have lots of Criticals that the ISP needs to review and resolve. 

[ecbaroni]

So there is nothing I can do to resolve this?

[FURRYe38]

Aside checking all cabling, connections and fittings, ISP needs to look into this...

[ecbaroni]

Guess that means I'll have to pay the ISP to send a 17 year old tech out to tell me my cables are fine before I ultimately trash the modem and switch services.

Thanks for your help

[plemans]

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.
If you can, simply connect the modem right where the coax comes into the home. This prevents wiring in the home from being the issue. And some ISP’s charge if the wiring issue is in the home. So this helps prevent the 17 year old saying its the wiring in the home

[ecbaroni]

It's a new set up, with brand new cables, no amplifiers, signal attenuators, or splitters from the coax. No kinks, damage, or moisture in the line, it is a brand new cable. Modem is connected right where coax comes into home. Still having the same issues. ISP is sending out a technician in 2-3 weeks (Probably going to explore other ISP options in that time).

Thanks for your help.

[plemans]

Take a look at the actual ends on the connectors. Like unscrew them and check them. I've seen them improperly stripped and having the sheathing or even the metal touching the internal cooper core and that cause issues. 

You can also check where its connected at the house. I've seen those improperly grounded/connected and cause issues as well.