Downstream channels low?
I bought a new Netgear Nighthawk C7800 this past January as at that time, I was experiencing intermittent internet connectivity via Ethernet and Wifi, and I thought it was hardware related (I previously had an Arris Surfboard). But, the connection is still not stable at times and it seems to get worse at night. With Wifi, both 2.4GHz and 5GHz signals will stop broadcasting and will re-appear on their own, or the quality of the signal is poor to where I experience buffering and stuttering. Reboots of the modem do absolutely nothing to resolve the issue. I spoke to Netgear support, who suggested that I take a look at the power levels for the downstream channels. They informed me those power levels should be between 7 and 14. As of the time I began contacting their support (and Cox's), power levels are wayyyy lower than that: https://imgur.com/xJxHHGL Cox has only suggested that I reboot my modem (figures, and I've done this plenty of times) and I previously had a technician come out but they didn't find anything wrong with the line and suggested the hardware was at fault. Which I doubt it's the hardware because it's just barely 3 months old from being purchased. What the heck can be done to improve the power levels of my line, so that I can get a consistent stable Internet connection?!
Occasional loss of internet services
Ever since I moved to my new (but old) home, I've had issues with internet loss. There are some good days were it is steady but with some high latency. In the past month, I talked to customer service and they suggested a new modem. It was a Netgear CM1000 that was barely a year old and ran perfectly in my previous home (apartment). After some back and forth and they insisted it was my modem, I entertained the idea and bought a CM1200. Got it up and running with no problems and was okay for a while, but I now started to get issues again I spoke with support once again and they (unhelpfully) just recommended I talked with the manufacturer, despite the modem stating that there were issues with the line. The modem's event log is full of Critical reports (I've attached a snippet of it) but the common ones I see are exampled below. I am about to rip out all the coax cabling of my home if that is the issue but I rather have a professional actually inspect my issue and maybe even the line to find out exactly what is the issue. This is important to me because I work from home often and this has caused issues with my education as well by disconnecting my proctor while taking my online exams and having to reschedule. Observation: whenever I lose internet, I notice my modem's Downstream LED blinking and once it is steady, internet restores. I have noticed the Upstream LED blink a few times as well. I also have a notification system that lets me know when the line signal quality drops and it is often. CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2.;CM-MAC=6c:cd:d6:6a:94:7c;CMTS-MAC=94:d4:69:55:f2:41;CM-QOS=1.1;CM-VER=3.1; CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=6c:cd:d6:6a:94:7c;CMTS-MAC=94:d4:69:55:f2:41;CM-QOS=1.1;CM-VER=3.1; Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:cd:d6:6a:94:7c;CMTS-MAC=94:d4:69:55:f2:41;CM-QOS=1.1;CM-VER=3.1; CM-STATUS message sent. Event Type Code: 22; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=6c:cd:d6:6a:94:7c;CMTS-MAC=94:d4:69:55:f2:41;CM-QOS=1.1;CM-VER=3.1; CM-STATUS message sent. Event Type Code: 20; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=6c:cd:d6:6a:94:7c;CMTS-MAC=94:d4:69:55:f2:41;CM-QOS=1.1;CM-VER=3.1; Dynamic Range Window violation RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=6c:cd:d6:6a:94:7c;CMTS-MAC=94:d4:69:55:f2:41;CM-QOS=1.1;CM-VER=3.1;Downstream crawling / Upstream still fast
Hello - I have been having an issue with my connection for the past 2-3 weeks. I pay for 300mbps down / 30mbps up and have had no issues until now. I am getting between <1mpbs to around 7mbps down at best. Unacceptable. I used to regularly get 300mb down and sometimes even faster at non-peak times. I've done all the troubleshooting COX suggested and now they want me to change out my cable modem as a troubleshooting step and (of course) recommend I rent the modem from them. No thanks. I'd rather pay for my own and not give another $10-$15 per month to Cox. My question is this: how can the problem be the modem if it is still capable of providing the advertised upstream speed? I have made no changes to the topology. Here are my modem's stats (below) if it helps. I don't know how to read them, so maybe someone here with more experience can tell me where the problem lies. Thanks, all! Model: Arris SB6190 Startup Procedure Procedure Status Comment Acquire Downstream Channel Locked Connectivity State OK Operational Boot State OK Operational Configuration File OK Security Enabled BPI+ DOCSIS Network Access Enabled Allowed Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables 1 Locked 256QAM 33 357.00 MHz -3.20 dBmV 33.06 dB 11 0 2 Locked 256QAM 1 783.00 MHz -15.70 dBmV 27.47 dB 6478795 1843 3 Locked 256QAM 2 789.00 MHz -16.80 dBmV 26.75 dB 41165254 7233145 4 Not Locked ---- 3 795.00 MHz ---- ---- ---- ---- 5 Not Locked ---- 4 801.00 MHz ---- ---- ---- ---- 6 Not Locked ---- 9 831.00 MHz ---- ---- ---- ---- 7 Not Locked ---- 10 837.00 MHz ---- ---- ---- ---- 8 Not Locked ---- 11 843.00 MHz ---- ---- ---- ---- 9 Not Locked ---- 12 849.00 MHz ---- ---- ---- ---- 10 Not Locked ---- 17 879.00 MHz ---- ---- ---- ---- 11 Not Locked ---- 18 885.00 MHz ---- ---- ---- ---- 12 Not Locked ---- 19 891.00 MHz ---- ---- ---- ---- 13 Not Locked ---- 20 897.00 MHz ---- ---- ---- ---- 14 Not Locked ---- 21 903.00 MHz ---- ---- ---- ---- 15 Not Locked ---- 22 909.00 MHz ---- ---- ---- ---- 16 Not Locked ---- 25 927.00 MHz ---- ---- ---- ---- 17 Not Locked ---- 26 933.00 MHz ---- ---- ---- ---- 18 Not Locked ---- 27 939.00 MHz ---- ---- ---- ---- 19 Not Locked ---- 28 945.00 MHz ---- ---- ---- ---- 20 Not Locked ---- 29 951.00 MHz ---- ---- ---- ---- 21 Not Locked ---- 30 957.00 MHz ---- ---- ---- ---- 22 Locked 256QAM 34 363.00 MHz -3.50 dBmV 33.06 dB 0 0 23 Locked 256QAM 35 369.00 MHz -4.00 dBmV 32.58 dB 0 0 24 Locked 256QAM 36 375.00 MHz -4.50 dBmV 31.92 dB 0 0 25 Locked 256QAM 37 381.00 MHz -4.20 dBmV 32.70 dB 0 0 26 Locked 256QAM 38 387.00 MHz -4.10 dBmV 32.90 dB 0 0 27 Locked 256QAM 41 405.00 MHz -2.80 dBmV 34.50 dB 0 0 28 Locked 256QAM 42 411.00 MHz -1.90 dBmV 34.50 dB 0 0 29 Locked 256QAM 43 417.00 MHz -1.70 dBmV 35.40 dB 0 0 30 Locked 256QAM 44 423.00 MHz -1.60 dBmV 35.40 dB 0 0 31 Locked 256QAM 45 429.00 MHz -2.70 dBmV 34.90 dB 0 0 32 Locked 256QAM 46 435.00 MHz -2.60 dBmV 34.80 dB 0 0 Upstream Bonded Channels Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 3 5120 kSym/s 32.40 MHz 43.75 dBmV 2 Locked ATDMA 4 5120 kSym/s 38.80 MHz 45.25 dBmV 3 Locked ATDMA 2 5120 kSym/s 26.00 MHz 43.75 dBmV 4 Locked ATDMA 1 5120 kSym/s 19.60 MHz 41.75 dBmV Current System Time: Sun Jul 28 00:00:34 2019
