Intermittent connectivity - Netgear C7000-100NAS

Question

I am experiencing frequent connectivity issues. My connection will suddenly slow to a crawl, and then suddenly speed back up. We noticed it started happening about once/month about 6 months ago, but has slowly gotten worse, and now occurs several times a day, at no particular time of day. Can someone take a look at my connection status data below, and tell me if everything looks correct? Unfortunately, the data captured below is during good connectivity.

Also, can someone tell me how to order a Comcast modem, in case I want to briefly rent it, to eliminate my Netgear as the culprit? When I log into my account, all I am offered to add equipment is another HD TV box.

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 627000000 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 25 627000000 Hz -12.5 dBmV 34.9 dB 4002 2468
2 Locked QAM256 9 531000000 Hz -11.8 dBmV 35.8 dB 128377 186176
3 Locked QAM256 10 537000000 Hz -11.9 dBmV 35.7 dB 89354 6531
4 Locked QAM256 11 543000000 Hz -12 dBmV 35.6 dB 11977 4030
5 Locked QAM256 12 549000000 Hz -12.1 dBmV 35.5 dB 8331 3608
6 Locked QAM256 13 555000000 Hz -12 dBmV 35.5 dB 7962 2622
7 Locked QAM256 14 561000000 Hz -12.2 dBmV 35.5 dB 7617 3651
8 Locked QAM256 15 567000000 Hz -11.9 dBmV 35.7 dB 10549 6922
9 Locked QAM256 16 573000000 Hz -12.2 dBmV 35.5 dB 6438 3255
10 Locked QAM256 17 579000000 Hz -12.2 dBmV 34.3 dB 1168257 267455
11 Locked QAM256 18 585000000 Hz -12.1 dBmV 34.5 dB 24890 3142
12 Locked QAM256 19 591000000 Hz -12.5 dBmV 35.3 dB 1461323 4173
13 Locked QAM256 20 597000000 Hz -12.2 dBmV 35.3 dB 1939496 17744
14 Locked QAM256 21 603000000 Hz -12.7 dBmV 35.1 dB 1238927 101231
15 Locked QAM256 22 609000000 Hz -13.2 dBmV 34.8 dB 3006576 150374
16 Locked QAM256 23 615000000 Hz -13.1 dBmV 34.8 dB 3805 2762
17 Locked QAM256 24 621000000 Hz -13.3 dBmV 35.3 dB 0 0
18 Locked QAM256 26 633000000 Hz -11.7 dBmV 35.9 dB 0 0
19 Locked QAM256 27 639000000 Hz -12 dBmV 35.6 dB 0 0
20 Locked QAM256 28 645000000 Hz -12.2 dBmV 35.7 dB 0 0
21 Locked QAM256 29 651000000 Hz -13 dBmV 35.3 dB 0 0
22 Locked QAM256 30 657000000 Hz -13.4 dBmV 35.1 dB 0 0
23 Locked QAM256 31 663000000 Hz -12.5 dBmV 35.3 dB 0 0
24 Locked QAM256 36 669000000 Hz -12 dBmV 35.6 dB 0 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 3 5120 Ksym/sec 22800000 Hz 44.2 dBmV
2 Locked ATDMA 1 5120 Ksym/sec 35600000 Hz 45.3 dBmV
3 Locked ATDMA 2 5120 Ksym/sec 29200000 Hz 44.5 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 16400000 Hz 43 dBmV
5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 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

Thanks,
Daniel

CCAndrew · Answer

Each and every one of your downstream channels are out of spec and the SNR is either out of spec or very close to it. Hook your modem up at the point of entry and take the same levels, so you can compare levels and you’ll find out if it’s an inside or outside issue.

Dasummers · Answer

Thanks for your reply. So I have a three-way splitter right at the point of entry. I disconnected the inlet connection to the splitter, and connected it to my modem, eliminating the splitter. Where the downstream power previously was between -11.7 to -13.4 dBmV, and the SNR 34.3 to 35.9, it is now -4 to -6.4 dBmV and SNR 35.3 to 36.9. When I put the splitter back in, and connected the modem directly downstream of it at the splitter, but without connecting the other outputs on the splitter, the downstream went to -8.8 to -10.5 dBmV and SNR 34.5 to 36.5. Is it normal for a splitter to have this much affect on the signal, or does it sound like I need to replace this splitter? I tried several other splitters I happened to have, in place of the one at the point of entry, but with the same or worse results. Or is the connection still out of spec, even at the point of entry?

CCAndrew · Answer

Have a tech out, it may be a drop and/or tap issue, it shouldn’t be that low at the point of entry. As long as you’re confident there’s no other splitters

Dasummers · Answer

I'm going to put the following statement in caps for whomever at Comcast deserves to get fired for it. AFTER CHANGING MY MODEM OUT FOR A COMCAST MODEM, TECH SUPPORT REFUSES TO SEND A TRUCK TO TROUBLESHOOT ***AT MY EXPENSE*** AND INSTEAD FORWARDED ME ON TO HAVE ME DISCONNECT ALL INTERNET *AND* CABLE SERVICES AT $200 A MONTH!!!!

Your Home Network

Dasummers

Intermittent connectivity - Netgear C7000-100NAS

Responses

CCAndrew

Dasummers

CCAndrew

Dasummers

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