I have a Nighthawk AC1900 WiFi Cable Modem Router with xfinity internet service that intermittently drops offline. I called Netgear when I this first happened at the time of purchase (modem is about 6 months old) and they told me its because my dBmV range needs to be over .3 (maybe .5?) for all channels. They had me plug my modem in different outlets to see if the power would increase, however it pretty much stayed in the same dBmV range. Ive pasted a screenshot of the channels below. Ill admit, Im no expert when it comes to these things. I asked the Netgear rep if there was anything I could do and all she said was to keep trying different outlets in the house. I tried a bunch but no luck. The modem for a few months after talking with netgear worked fine, but now over the past couple months since , has been intermittently dropping. Anyone else have this same issue and if so, any solutions???? Appreciate the help from anyone that has experienced this.

those errors are all line issues. Does it totally rule out the modem being the issue? No. could be something internal to the modem causing a connection issue. but they tend to indicate the line being the problem.

Thanks plemans for the help and revewing my info. Im going to call comcast, with the event log info and see if I can get anywhere with them. much appreciated

Looks to be with in spec: https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router?article=24311 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-Modems/m-p/1530376#M12853https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html

Your power is spot on and you have no errors currently. but thats just a snap shot. Got a screen snip of the event logs? and the upstream info?

Thanks for the feedback. I couldve sworn the Netgear rep I spoke with said the power shoudl be .5 dBmV...but maybe Im not remembering correctly. I shouldve put in my original post, the first thing I did when getting connection issues was have the ISP come out and check out the lines. Everything according to them is good. They checked the signal to the modem and there are no splitters at all in the house. I didnt ask them specifically if they provisioned the modem correctly so I can check on that. I also can check to see if RG6 is being used. Thanks for the advice...much appreciated. Ill check out the links you posted as well.

Nighthawk AC1900 WiFi Cable Modem Router dBmV Power

13 Replies

FURRYe38
Guru
Mar 11, 2022
Looks to be with in spec:

https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router?article=24311

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-Modems/m-p/1530376#M12853
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html
- chrisnh03
  Tutor
  Mar 11, 2022
  Thanks for the feedback. I couldve sworn the Netgear rep I spoke with said the power shoudl be .5 dBmV...but maybe Im not remembering correctly. I shouldve put in my original post, the first thing I did when getting connection issues was have the ISP come out and check out the lines. Everything according to them is good. They checked the signal to the modem and there are no splitters at all in the house. I didnt ask them specifically if they provisioned the modem correctly so I can check on that. I also can check to see if RG6 is being used. Thanks for the advice...much appreciated. Ill check out the links you posted as well.
- plemans
  Guru
  Mar 11, 2022
  Your power is spot on and you have no errors currently. but thats just a snap shot.
  
  Got a screen snip of the event logs? and the upstream info?
  - chrisnh03
    Tutor
    Mar 11, 2022
    Thanks for the feedback plemans. As I mentioned in a previous reply, I couldve sworn the Netgear rep told me the downstream power needs to be at .5...buy maybe Im not rembering the conversation well. Either way, upstream info and event logs are below.
    
    Thanks for looking

Forum Discussion

Nighthawk AC1900 WiFi Cable Modem Router dBmV Power