Visitor
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1 Message
Line Issues
I had recently purchased a netgear CM3000 because my old SB8600 was having some issues randomly one night with staying connected. I had a similar issue years earlier due to my speed being higher than the modem was rated for. Checked on My Account and sure enough, I had 2.1 and realized it was probably a capacity issue. Went and purchased the CM3000, activated it via the Xfinity app, and everything was great for about a month. Called in because I was having issues with the uplink light flashing. Did all the normal troubleshooting and got a call from Tier 2 support. Went through more troubleshooting and was told to get an RMA on the modem after hooking up the SB8600 and everything started working. Well, this Monday the SB8600 starts having the uplink light blink and I lose internet. Did all the troubleshooting and have a tech coming, but want to make sure I'm right in thinking I have a larger issue.
What I've found:
- Upstream power is 50+ dBmV
- About every minute I see this in the log:
Critical (3) No Ranging Response received - T3 time-out;CM-MAC=;CM-QOS=1.1;CM-VER=3.1;
- Have over 1 million uncorrectables
- Only 28 of 32 downstream channels are locking
- Downstream power is from -8 to -5 dbmV
- Going to the internet plugged into the router, every page comes up unsecured and won't proceed
- If I change the DNS on my router to Cloudflare 1.1.1.1 and Google 8.8.4.4 I can get to the internet but things are super slow.
- I have two aerial connections coming from a pole to my house and then they go underground to where my connection goes into my house that my modem is connected to
I appreciate any insight and assistance.
Respectfully,
Jeremy
EG
Expert
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122.6K Messages
1 hour ago
The upstream power is too high and it may be intermittently fluctuating even higher to out of spec levels. The downstream power is on the low / weak side as well. 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/reconfigured. 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, or animal chews.
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.
If you can fix it yourself, you would save the possible $100.00 charge for the tech visit if they determine that the problem is with your equipment / wiring / hardware.
Good luck with it !
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