Visitor
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1 Message
I'm seeing dropped internet hourly now with my new CM1000v2
We were experiencing a lot of internet outages so we started by replacing our older Arris modem with the NetGear CM1000. There was a lot of issues connecting to Xfinity and they sent out a tech who replaced outside lines and removed one 4-way splitter with a 2-way of which we only use one line so he capped the extra.
Now a few months later we are losing connection almost hourly.
Here are some screenshots of our modem and error logs when it is online.
I appreciate any help. I can't imagine it's the coax because we just had them out.
[Images Removed: "Personal Information - MAC Address and Serial Number"]
EG
Expert
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110.3K Messages
2 years ago
The upstream power is too high and out of spec on some of the channels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.
The first thing that you can try is to take that splitter out of the line if it's not being used and replace it with a direct female to female coax cable coupler such as one of these;
https://www.amazon.com/GE-Extension-Couplers-Connectors-23203/dp/B00061UISM
That will lower the upstream power by 3.5 dB which may be enough wiggle room to stop the problem. YMMV. The downstream power will increase by 3.5 dB too but it will still be in spec.
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XfinityAirelle
Official Employee
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2.6K Messages
2 years ago
Hi there! Thanks for taking the time to reach out to us. I know how important it is to stay connected. Our awesome team is happy to help!
To get started, can you tell us the troubleshooting steps you have taken so far?
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EG
Expert
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110.3K Messages
2 years ago
@user_42a18a
Have you had a chance to try removing that splitter yet ?
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