Modem Dropout

[lacamastraveler]

My CM 1000 lately has lost communication.  Sometimes it quickly comes back on, other times I have to reboot and twice I've had to call TDS and have them send me a boost.  

It went off around 10 am again today and I eventually had to reboot to get service back.  I have attached today's log.  Does this provide enough information for me to determine if I have a faulty modem or if another problem exists?  I travel a lot and depend on my WiFi for many house operations.  I can't reboot if I'm not here.  Thanks for all help.

[FURRYe38 · Accepted solution]

Any Criticals, Errors or Warnings seen in the event logs needs to be reviewed and resolved by the ISP. Indicates a signal issue on the ISP line up to the modem. Thats on them. 

[FURRYe38]

Please post a copy and paste of the modems connection status page.
https://kb.netgear.com/30007/How-do-I-obtain-the-cable-connection-information-from-a-NETGEAR-cable-m...

Be sure your using a good quality LAN cable between the modem and router. CAT6 is recommended. 
What is the brand and model of the host wifi router connected to the modem?

[lacamastraveler]

The Cable Connection Status is Good

My Router is Synology RT2600ac with a mesh Synology MR2200ac in another location.

The cable is labeled Cat 5e

Are you saying you think the problem is not the modem, but the communication with the router?

Thank you.

[FURRYe38]

WE need to see that data from the cable connections page. There is a long page there of data that you can copy and paste here in the forums so we can see the values there. Help to determine more if this is a signal issue rather then a modem issue. Many factors on the ISP signal can be a cause of modems not working right. The events log points to that already. 

[lacamastraveler]

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

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<tabindex=-1>Startup Procedure</tabindex=-1>

Procedure	Status	Comment
Acquire Downstream Channel	597000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	Enable	BPI+
IP Provisioning Mode	Honor MDD	IPv4 only

---

<tabindex=-1>Downstream Bonded Channels</tabindex=-1>

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR / MER	Unerrored Codewords	Correctable Codewords	Uncorrectable Codewords
1	Locked	QAM256	31	597000000 Hz	-0.5 dBmV	41.4 dB	24695975	0	0
2	Locked	QAM256	1	417000000 Hz	-1.9 dBmV	41.8 dB	23427166	0	0
3	Locked	QAM256	2	423000000 Hz	-1.9 dBmV	42.0 dB	23436403	0	0
4	Locked	QAM256	3	429000000 Hz	-1.4 dBmV	41.9 dB	23445679	0	0
5	Locked	QAM256	4	435000000 Hz	-1.3 dBmV	41.8 dB	23454657	0	0
6	Locked	QAM256	5	441000000 Hz	-1.6 dBmV	41.6 dB	23464314	0	0
7	Locked	QAM256	6	447000000 Hz	-2.1 dBmV	41.6 dB	23473373	0	0
8	Locked	QAM256	7	453000000 Hz	-2.2 dBmV	41.7 dB	23482447	0	0
9	Locked	QAM256	8	459000000 Hz	-1.5 dBmV	42.1 dB	23492093	0	0
10	Locked	QAM256	9	465000000 Hz	-0.5 dBmV	42.2 dB	23501586	0	0
11	Locked	QAM256	10	471000000 Hz	-0.7 dBmV	42.0 dB	23511114	0	0
12	Locked	QAM256	11	477000000 Hz	-1.6 dBmV	41.4 dB	23520328	0	0
13	Locked	QAM256	12	483000000 Hz	-2.1 dBmV	41.4 dB	23529785	0	0
14	Locked	QAM256	13	489000000 Hz	-1.6 dBmV	41.6 dB	23538994	0	0
15	Locked	QAM256	14	495000000 Hz	-0.3 dBmV	42.2 dB	23548046	0	0
16	Locked	QAM256	15	501000000 Hz	0.5 dBmV	42.7 dB	23557764	0	0
17	Locked	QAM256	16	507000000 Hz	-0.1 dBmV	42.3 dB	23567435	0	0
18	Locked	QAM256	17	513000000 Hz	-1.6 dBmV	40.8 dB	23576606	0	0
19	Locked	QAM256	18	519000000 Hz	-2.1 dBmV	40.7 dB	23585753	0	0
20	Locked	QAM256	19	525000000 Hz	-1.3 dBmV	41.4 dB	23595021	0	0
21	Locked	QAM256	20	531000000 Hz	0.0 dBmV	41.9 dB	23604317	0	0
22	Locked	QAM256	21	537000000 Hz	0.8 dBmV	42.6 dB	23613485	0	0
23	Locked	QAM256	22	543000000 Hz	0.1 dBmV	42.5 dB	23622808	0	0
24	Locked	QAM256	23	549000000 Hz	-0.8 dBmV	41.9 dB	23632267	0	0
25	Locked	QAM256	24	555000000 Hz	-1.3 dBmV	41.4 dB	23641413	0	0
26	Locked	QAM256	25	561000000 Hz	-0.8 dBmV	41.3 dB	23650555	0	0
27	Locked	QAM256	26	567000000 Hz	-0.4 dBmV	41.5 dB	23660010	0	0
28	Locked	QAM256	27	573000000 Hz	-0.4 dBmV	41.9 dB	23669382	0	0
29	Locked	QAM256	28	579000000 Hz	-0.7 dBmV	42.0 dB	23678822	0	0
30	Locked	QAM256	29	585000000 Hz	-0.8 dBmV	41.7 dB	23686111	0	0
31	Locked	QAM256	30	591000000 Hz	-0.5 dBmV	41.7 dB	23692354	0	0
32	Not Locked	Unknown	0	0 Hz	0.0 dBmV	0.0 dB	0	0	0

---

<tabindex=-1>Upstream Bonded Channels</tabindex=-1>

Channel	Lock Status	Modulation	Channel ID	Frequency	Power
1	Locked	ATDMA	1	12400000 Hz	50.8 dBmV
2	Locked	ATDMA	2	17200000 Hz	51.3 dBmV
3	Locked	ATDMA	3	23600000 Hz	52.3 dBmV
4	Not Locked	Unknown	0	0 Hz	0.0 dBmV
5	Not Locked	Unknown	0	0 Hz	0.0 dBmV
6	Not Locked	Unknown	0	0 Hz	0.0 dBmV
7	Not Locked	Unknown	0	0 Hz	0.0 dBmV
8	Not Locked	Unknown	0	0 Hz	0.0 dBmV

---

<tabindex=-1>Downstream OFDM Channels</tabindex=-1>

Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power	SNR / MER	Active Subcarrier Number Range	Unerrored Codewords	Correctable Codewords	Uncorrectable Codewords
1	Locked	0, 1, 2	33	741000000 Hz	-0.7 dBmV	39.0 dB	148 ~ 3947	6893866	2021045	0
2	Not Locked	0	0	0 Hz	-7.2 dBmV	0.0 dB	0 ~ 4095	0	0	0

---

<tabindex=-1>Upstream OFDMA Channels</tabindex=-1>

Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power
1	Locked	3, 4, 5, 6, 9, 10, 11, 12, 13	4	23525000 Hz	52.0 dBmV
2	Not Locked	3, 4, 5, 6, 9, 10, 11, 12, 13	0	0 Hz	0.0 dBmV

---

Current System Time: Fri Apr 12 16:02:26 2024

[FURRYe38]

Ok, signals and power levels on the line look good. Correctables and Un-correctables are zeros which is good. 

The ISP needs to take a look at the events log and resolve those items mentioned. 

[lacamastraveler]

When you say "items mentioned" which items are those? 

Did the event log I attached to my original post help.  I've been down briefly and then back up since I began the last two posts.

I really appreciate your help.  The only way I will be able to communicate with TDS is to give them specifics, otherwise they will blame on my hardware.  They are most difficult to deal with.

Thanks, Jim

[FURRYe38 · Accepted solution]

Any Criticals, Errors or Warnings seen in the event logs needs to be reviewed and resolved by the ISP. Indicates a signal issue on the ISP line up to the modem. Thats on them. 

[lacamastraveler]

Thank you for your help.