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Tuesday, May 14th, 2024 3:23 AM

Internet Dropping randomly, getting worse everyday

Unsure what is going on.  Only fix is to reset my Netgear Nighthawk CM2000 cable modem.  Logged into it, found a lot of error codes.  I currently have the fastest Xfinity residential plan available (1.2 Mbps down, 40 up).

Error logs for just today below (MAC Addresses Removed)

Time Priority Description
Mon May 13 19:19:00 2024 (Notice (6)) 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 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:18:58 2024 (Notice (6)) 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=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:17:00 2024 (Notice (6)) CM-STATUS message sent. Event Type Code: 5; Chan ID: 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 42 43 44; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:16:58 2024 (Notice (6)) CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC=94:a6:7e:fb:36:24;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:16:58 2024 (Notice (6)) CM-STATUS message sent. Event Type Code: 4; Chan ID: 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 42 43 44 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=1;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:16:56 2024 (Notice (6)) CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=:d1;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:16:52 2024 (Warning (5)) DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:16:52 2024 (Warning (5)) RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:16:46 2024 (Critical (3)) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:16:44 2024 (Warning (5)) MDD message timeout;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:16:43 2024 (Critical (3)) No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:16:43 2024 (Critical (3)) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:16:43 2024 (Warning (5)) DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:16:41 2024 (Warning (5)) RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:16:38 2024 (Critical (3)) No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:16:29 2024 (Warning (5)) MDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:16:22 2024 (Warning (5)) DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:16:21 2024 (Warning (5)) RCS Partial Service;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:16:00 2024 (Notice (6)) CM-STATUS message sent. Event Type Code: 5; Chan ID: 24 25 36; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:14:01 2024 (Notice (6)) CM-STATUS message sent. Event Type Code: 5; Chan ID: 36; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=9;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:13:57 2024 (Notice (6)) CM-STATUS message sent. Event Type Code: 2; Chan ID: 36; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:13:57 2024 (Warning (5)) DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:13:54 2024 (Warning (5)) RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:12:39 2024 (Notice (6)) CM-STATUS message sent. Event Type Code: 4; Chan ID: 37 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:12:32 2024 (Warning (5)) MDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:12:24 2024 (Notice (6)) CM-STATUS message sent. Event Type Code: 4; Chan ID: 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:12:20 2024 (Notice (6)) CM-STATUS message sent. Event Type Code: 1; Chan ID: 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:12:18 2024 (Warning (5)) MDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:11:52 2024 (Notice (6)) CM-STATUS message sent. Event Type Code: 5; Chan ID: 37 38 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:11:20 2024 (Notice (6)) CM-STATUS message sent. Event Type Code: 5; Chan ID: 39; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:10:57 2024 (Notice (6)) CM-STATUS message sent. Event Type Code: 16; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:10:54 2024 (Warning (5)) DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:10:54 2024 (Warning (5)) RCS Partial Service;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:10:49 2024 (Critical (3)) SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=9;CMTS-MAC=CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:10:49 2024 (Notice (6)) DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 19:09:35 2024 (Notice (6)) 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=CMTS-MAC=CM-QOS=1.1;CM-VER=3.1;
Mon May 13 18:58:44 2024 (Warning (5)) Dynamic Range Window violation
Mon May 13 18:58:44 2024 (Warning (5)) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 18:58:43 2024 (Warning (5)) REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
Mon May 13 18:58:30 2024 (Notice (6)) TLV-11 - unrecognized OID;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

4 Messages

26 days ago

Cable Diagnostic
Status:   Good
Action:  
Your setup looks fine. If you can't access the internet, make sure you properly activated the modem. If modem has been activated and you still can't access the internet, contact your service provider for troubleshooting help.
If you can access the internet but has other internet issue, the Netgear Cable Knowledge Base can provide additional troubleshooting info.
CM Status: 
Downstream Status: 
Downstream Power Level: 
Downstream SNR: 
Upstream Status: 
Upstream Power Level: 
  Refresh Save Cable Diagnostic Info
 
Advanced Information
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 651000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
IP Provisioning Mode Honor MDD IPv6 only
 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 41 651000000 Hz -6.0 dBmV 39.8 dB 1857 2834
2 Locked QAM256 13 471000000 Hz -4.3 dBmV 40.9 dB 110324 77900
3 Locked QAM256 14 477000000 Hz -4.6 dBmV 40.7 dB 98347 69841
4 Locked QAM256 15 483000000 Hz -4.7 dBmV 40.7 dB 64503 174463
5 Locked QAM256 16 489000000 Hz -4.9 dBmV 40.7 dB 110990 79511
6 Locked QAM256 17 495000000 Hz -5.2 dBmV 40.7 dB 85368 67120
7 Locked QAM256 18 507000000 Hz -5.5 dBmV 40.3 dB 80510 101567
8 Locked QAM256 19 513000000 Hz -5.3 dBmV 41.1 dB 71386 177738
9 Locked QAM256 20 519000000 Hz -5.8 dBmV 41.0 dB 81998 197389
10 Locked QAM256 21 525000000 Hz -5.6 dBmV 41.1 dB 61138 197357
11 Locked QAM256 22 531000000 Hz -5.8 dBmV 41.1 dB 31414 90603
12 Locked QAM256 23 543000000 Hz -5.9 dBmV 40.4 dB 102668 210099
13 Locked QAM256 24 549000000 Hz -6.3 dBmV 38.6 dB 19679 70687
14 Locked QAM256 25 555000000 Hz -6.2 dBmV 38.8 dB 13536 37556
15 Locked QAM256 26 561000000 Hz -6.3 dBmV 40.8 dB 146269 168077
16 Locked QAM256 27 567000000 Hz -6.6 dBmV 40.6 dB 9885 29247
17 Locked QAM256 28 573000000 Hz -6.7 dBmV 40.4 dB 23566 98435
18 Locked QAM256 29 579000000 Hz -7.0 dBmV 40.3 dB 60496 229747
19 Locked QAM256 30 585000000 Hz -6.8 dBmV 40.3 dB 24380 68400
20 Locked QAM256 31 591000000 Hz -6.8 dBmV 40.3 dB 10609 32329
21 Locked QAM256 32 597000000 Hz -6.5 dBmV 40.4 dB 67777 220612
22 Locked QAM256 33 603000000 Hz -6.3 dBmV 40.4 dB 5729 21056
23 Locked QAM256 34 609000000 Hz -6.2 dBmV 40.3 dB 7098 20131
24 Locked QAM256 35 615000000 Hz -6.0 dBmV 40.3 dB 32269 60956
25 Locked QAM256 36 621000000 Hz -5.7 dBmV 39.7 dB 1092495 1481136
26 Locked QAM256 37 627000000 Hz -5.5 dBmV 40.1 dB 222752 534227
27 Locked QAM256 38 633000000 Hz -5.6 dBmV 40.1 dB 433609 901668
28 Locked QAM256 39 639000000 Hz -5.9 dBmV 39.8 dB 730516 1308931
29 Locked QAM256 40 645000000 Hz -5.9 dBmV 39.9 dB 111494 173143
30 Locked QAM256 42 657000000 Hz -6.1 dBmV 39.6 dB 63495 67520
31 Locked QAM256 43 663000000 Hz -5.7 dBmV 39.7 dB 42206 64013
32 Locked QAM256 44 669000000 Hz -4.9 dBmV 39.7 dB 24079 48669
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 2560 Ksym/sec 10400000 Hz 37.8 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 16400000 Hz 37.8 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 22800000 Hz 38.3 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 29200000 Hz 38.3 dBmV
5 Locked ATDMA 5 5120 Ksym/sec 35600000 Hz 38.3 dBmV
6 Locked ATDMA 6 2560 Ksym/sec 40400000 Hz 40.8 dBmV
7 Not Locked Unknown 0 0 0 0.0 dBmV
8 Not Locked Unknown 0 0 0 0.0 dBmV
 
Downstream OFDM Channels
Channel Lock Status Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier
Number Range
Unerrored
Codewords
Correctable
Codewords
Uncorrectable
Codewords
1 Locked 0 ,1 ,2 ,3 159 722000000 Hz -6.02 dBmV 38.7 dB 946 ~ 3149 31644375 17043395 66077
2 Not Locked 0 0 0 Hz 0 dBmV 0 dB 0 ~ 4095 0 0 0
 
Upstream OFDMA Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked 0 0 0 Hz 0 dBmV
2 Not Locked 0 0 0 Hz 0 dBmV
 
Extended Upstream Transmit Power
 
Current System Time:Mon May 13 19:23:23 2024
System Up Time:00:25:40

Expert

 • 

103.9K Messages

25 days ago

This may or may not be the root cause of the problem (YMMV) but it should be addressed regardless. 

The downstream power is on the low / weak side and it may be intermittently fluctuating even lower to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In an effort to try to obtain better connectivity / more wiggle room, check to see if there are any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.

Also check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, etc.

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.



(edited)

4 Messages

Thanks. The Xfinity rep installed one cable splitter when they were here setting everything up (coax into the splitter, then to modem and X1 set-top).   The model is a CommScope HomeConnect SV-2G 5-1002 MHz splitter with -3.5dB.  No idea on the quality or performance of it.  The cables themselves are all high quality.  I reseated all the connections, including the endpoints.

FYI - No new error logs popped up until this morning after reconnecting all the cables.

Tue May 14 03:19:10 2024 (Warning (5)) RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

Expert

 • 

103.9K Messages

25 days ago

Ok so if the problem returns / continues you'll need to get a tech out to investigate as stated. Good luck with it and please post back with how things turn out.

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