Re: C7000 Nighthawk Packet Loss, High Ping and Frequent disconnections

ecbaroni · ‎2022-09-30

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 · ‎2022-09-30

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 · ‎2022-09-30

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 · ‎2022-09-30

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

ecbaroni · ‎2022-09-30

So there is nothing I can do to resolve this?

FURRYe38 · ‎2022-09-30

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

ecbaroni · ‎2022-09-30

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 · ‎2022-10-01

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 · ‎2022-10-03

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 · ‎2022-10-03

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.