Skip to main content

    Support

    Offers

Z
Zpenguin
1st Topic
1st Reply
1st Like

Visitor

 • 

10 Messages

Thursday, September 7th, 2023 12:25 AM

Closed

Router/modem drops connection

I own C7000v2 router/modem and my internet drops several times a day. This is extremely frustrating as I work from home and rely on my internet. 

Question

 • 

Updated 

2 years ago

254

7

0

EG

Expert

 • 

110.3K Messages

2 years ago

Is this with a WiFi connection ? If so, as a test, does a computer / device that is hardwired directly to the Netgear gateway device with an ethernet cable have the same problem ?


With this test, we are trying to isolate this down to being either a WiFi-only problem or a problem with the general connection to the Comcast system which would of course affect both. It's a good first step in troubleshooting before proceeding any further. 

2

0

Zpenguin

Visitor

 • 

10 Messages

This affects any WiFi connections as well as any hardwired connections 

2 years ago

0

XfinityAldrik

Official Employee

 • 

2.1K Messages

Good afternoon @Zpenguin, I see our amazing expert EG was assisting with troubleshooting this issue. Are you seeing this issue happen on all devices at the same time or on specific devices?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

EG

Expert

 • 

110.3K Messages

2 years ago

What do the modem's signal stats look like ?  

Download the C7000's PDF user manual here: https://www.manua.ls/netgear/c7000v2/manual?p=21  Start at page 21 of it (Modem router login) for instructions on how to access the C7000's user interface pages. A pic / example of the signal table is on page 25.

Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.

0

0

Zpenguin

Visitor

 • 

10 Messages

2 years ago

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
 
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 399000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD honorMdd(4)
 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 42 399000000 Hz 5.8 dBmV 39.2 dB 857 2250
2 Locked QAM256 43 405000000 Hz 6 dBmV 39.9 dB 923 2036
3 Locked QAM256 44 411000000 Hz 5.9 dBmV 39.9 dB 770 1977
4 Locked QAM256 45 417000000 Hz 5.8 dBmV 39.8 dB 585 1762
5 Locked QAM256 38 423000000 Hz 6 dBmV 39.8 dB 635 1699
6 Locked QAM256 39 429000000 Hz 6.8 dBmV 39.7 dB 661 1792
7 Locked QAM256 40 435000000 Hz 6.3 dBmV 39.7 dB 635 1946
8 Locked QAM256 41 441000000 Hz 6.5 dBmV 39.5 dB 616 1588
9 Locked QAM256 1 453000000 Hz 6.5 dBmV 39.7 dB 574 1828
10 Locked QAM256 2 459000000 Hz 6.3 dBmV 39.7 dB 537 1897
11 Locked QAM256 3 465000000 Hz 6.6 dBmV 39.9 dB 686 1929
12 Locked QAM256 4 471000000 Hz 6.2 dBmV 39.8 dB 534 1685
13 Locked QAM256 5 477000000 Hz 6.3 dBmV 40 dB 511 1511
14 Locked QAM256 6 483000000 Hz 6.4 dBmV 40 dB 468 1264
15 Locked QAM256 7 489000000 Hz 6.6 dBmV 40 dB 407 1119
16 Locked QAM256 8 495000000 Hz 5.9 dBmV 39.8 dB 388 1343
17 Locked QAM256 9 507000000 Hz 5.5 dBmV 39.5 dB 0 0
18 Locked QAM256 10 513000000 Hz 5.3 dBmV 39.5 dB 0 0
19 Locked QAM256 11 519000000 Hz 5.4 dBmV 39.4 dB 0 0
20 Locked QAM256 12 525000000 Hz 5.6 dBmV 39.4 dB 0 0
21 Locked QAM256 13 531000000 Hz 5.2 dBmV 39.2 dB 0 0
22 Locked QAM256 14 537000000 Hz 5.4 dBmV 39.4 dB 0 0
23 Locked QAM256 15 543000000 Hz 5.2 dBmV 39.4 dB 0 0
24 Locked QAM256 16 549000000 Hz 5.2 dBmV 39.4 dB 0 0
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 6 5120 Ksym/sec 29200000 Hz 42.5 dBmV
2 Locked ATDMA 5 5120 Ksym/sec 35600000 Hz 42.8 dBmV
3 Locked ATDMA 7 5120 Ksym/sec 22800000 Hz 42.8 dBmV
4 Locked ATDMA 8 5120 Ksym/sec 16400000 Hz 42.3 dBmV
5 Locked ATDMA 10 1280 Ksym/sec 39600000 Hz 40.8 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

0

0

EG

Expert

 • 

110.3K Messages

2 years ago

That stats were OK at that snapshot in time There are some uncorrected bit errors, but they may not be significant depending on the total uptime of the modem since the last reboot.

Are there any modem component RF error log entries being shown ?  If so, please also post them as well in their entirety (copy and paste them, don't post a screenshot) but redact the CM MAC and the CMTS MAC addresses for your privacy. They are considered to be personal information. The posting of personally identifying information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically.

3

0

Zpenguin

Visitor

 • 

10 Messages

@EG​

2023-9-12, 10:23:12 Notice (6) Honoring MDD; IP provisioning mode = IPv6
2023-9-12, 10:22:45 Critical (3) No Ranging Response received - T3 time-out;
2023-9-12, 10:22:26 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
2023-9-12, 10:18:07 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
2023-9-12, 10:18:06 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 4;
2023-9-12, 10:18:06 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;
2023-9-12, 10:18:06 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
2023-9-12, 10:18:06 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 3;
2023-9-12, 10:18:06 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted
2023-9-12, 10:18:06 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
2023-9-12, 10:18:06 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 2;
2023-9-12, 10:18:06 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;

2 years ago

0

Zpenguin

Visitor

 • 

10 Messages

2023-9-12, 10:16:59 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
2023-9-12, 10:02:22 Notice (6) Honoring MDD; IP provisioning mode = IPv6
2023-9-12, 10:01:29 Critical (3) No Ranging Response received - T3 time-out;
2023-9-12, 10:01:22 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
2023-9-12, 10:01:02 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;
2023-9-12, 09:56:55 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out
2023-9-12, 09:56:54 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 2;
2023-9-12, 09:56:54 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;
2023-9-12, 09:56:23 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
2023-9-12, 09:56:19 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 3;
2023-9-12, 09:56:19 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;
2023-9-12, 09:55:46 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;
2023-9-12, 09:55:42 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 4;
2023-9-12, 09:55:42 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;
2023-9-12, 09:54:35 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;

2 years ago

0

Zpenguin

Visitor

 • 

10 Messages

I have been waiting 2+ weeks with no response and this issue has kept recurring. I can’t understand why this keeps occurring and why I am not receiving the help nor the service I pay so much for. 

2 years ago

0

EG

Expert

 • 

110.3K Messages

2 years ago

@Zpenguin 

An employee tried to assist you here 24 days ago but you never responded to them.

(edited)

2

0

Zpenguin

Visitor

 • 

10 Messages

@EG​ I was responding to the most updates questions 20 days ago, so that wouldn’t be possible. I will wait to hear from the corporate board who will be able to view my problem and hopefully resolve it 

2 years ago

0

XfinityRay

Official Employee

 • 

2.8K Messages

Hi there, @Zpenguin. I am happy to help further with your service. @EG always provides fantastic help and is correct that we need to check the other signal levels from here.

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

EG

Expert

 • 

110.3K Messages

2 years ago

There are other signal stat values that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.


I'm going to escalate your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check for any real-time degradation and / or error reports, see your node / cable plant, and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and those upstream receive signal stats.

You should get a reply here in your topic. Good luck !

1

0

Zpenguin

Visitor

 • 

10 Messages

@EG​ thank you, I will wait to hear from them. 

2 years ago

EG

Expert

 • 

110.3K Messages

2 years ago

Quite welcome !

2

0

Zpenguin

Visitor

 • 

10 Messages

@EG​ no one has reached out to me yet and I have been dropped from my Internet several times a day for the past few months. I work from home and rely on my internet and this issue has interfere with my work. I need this issue expedited as I am a loyal paying customer with xfinity for over 3 years. This is quite frankly unacceptable.

2 years ago

0

XfinityRay

Official Employee

 • 

2.8K Messages

Our team is happy to help further with this, @Zpenguin. We work at home too and understand this needs to get fixed ASAP. I don't want you to think we did not reach out. We responded in this thread previously and invited you to a direct message. We go into a direct message so we can gather your account details in private. From there we can check the signals that @EG discussed with you. 

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

0

forum icon

New to the Community?

Start Here