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Modem periodically drops connection for 5-10 minutes
My internet keeps going out for 5-10 min almost everyday and today it has happened 3 times so I'm looking for some reasons why this might be occurring.
The modem is a brand new Netgear CM500, the RG6 cable is brand new as well and securely connected to the wall cable connection without any kinks.
Here is the event log showing the internet going out
| 2020-7-16, 11:34:15 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=bc:a5:11:eb:4f:ac;CMTS-MAC=00:01:5c:73:c0:6a;CM-QOS=1.1;CM-VER=3.0; |
| 2020-7-16, 11:29:47 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:a5:11:eb:4f:ac;CMTS-MAC=00:01:5c:73:c0:6a;CM-QOS=1.1;CM-VER=3.0; |
| 2020-7-16, 11:29:47 | Critical (3) | 16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=bc:a5:11:eb:4f:ac;CMTS-MAC=00:01:5c:73:c0:6a;CM-QOS=1.1;CM-VER=3.0; |
| 2020-7-16, 11:29:47 | Critical (3) | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=bc:a5:11:eb:4f:ac;CMTS-MAC=00:01:5c:73:c0:6a;CM-QOS=1.1;CM-VER=3.0; |
| 2020-7-16, 11:29:36 | Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=bc:a5:11:eb:4f:ac;CMTS-MAC=00:01:5c:73:c0:6a;CM-QOS=1.1;CM-VER=3.0; |
| 2020-7-16, 11:29:32 | Critical (3) | 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=bc:a5:11:eb:4f:ac;CMTS-MAC=00:01:5c:73:c0:6a;CM-QOS=1.1;CM-VER=3.0; |
| 2020-7-16, 11:29:32 | Critical (3) | Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=bc:a5:11:eb:4f:ac;CMTS- |
Accepted Solution
EG
Expert
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111.5K Messages
5 years ago
In the 40 to 45 area is preferred. Multiple dwelling units are especially troublesome ! It may be best to book a tech visit.
Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.
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EG
Expert
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111.5K Messages
5 years ago
Please also post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.
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Kmschr
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3 Messages
5 years ago
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EG
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111.5K Messages
5 years ago
The upstream power is too high and it may be intermittently fluctuating even higher 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 a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there 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 types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test
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.
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Kmschr
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3 Messages
5 years ago
Thanks for the informative response, I don't have any control over the configuration of the splitters as I am a renter in an apartment building so I will go ahead and attempt to clean the wall fittings. What upstream power level should I be aiming for to ensure a stable connection?
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