U

Visitor

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5 Messages

Tue, Jul 13, 2021 9:47 PM

Netgear 1150v issues

Bought a new Netgear 1150v end-May 2021. All worked great for about 5 weeks.

Early July 2021 it started to act up wherein I could not access the internet. The Xfinity app is unable to reach my modem so a reset of the modem from Xfinity app was not possible. The only way to get the modem to start working again was to power cycle the modem or press the reset button on the modem. Once the modem recovers after the reboot, all is good for a few hours and then the issue comes back. The event logs from the modem shows:

"Started Unicast Maintenance Ranging - No Response received - T3 time-out"

It may be noted that even when access to internet is working, most times the Xfinity app still says it is unable to reach the modem and a red dot is shown against the modem status. Sometimes though the app says all good and the status is green. The above logs are seen even when internet access is good (while the Xfinity app says unreachable).

I also tried a factory reset from the Netgear app and that like other attempts helped for a few hours.

It may be noted that when the internet does work, the speed is really slow.

The new firmware - V4.02.02, is the cause.

This very same issue was detailed in this forum here (which was resolved by replacing the modem):

https://forums.xfinity.com/conversations/your-home-network/netgear-cm1150v-internet-connectivity/602db04dc5375f08cd294c8d

I am trying to see if there are stuff I could try out before I call Netgear for them agreeing to RMA the modem is not a given.

Responses

Accepted Solution

EG

Expert

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89.1K Messages

2 m ago

The downstream power is on the low / weak side and it may be intermittently fluctuating even lower out of spec. 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 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 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, 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, 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.


Good luck with it !

EG

Expert

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89.1K Messages

2 m ago

What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1  Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

Visitor

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5 Messages

2 m ago

The power levels and SNR are shown in the table below.

EG

Expert

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89.1K Messages

2 m ago

Please post all of the rest of the downstream and the upstream channels.

Visitor

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5 Messages

2 m ago

Sorry about it. Please find the requested info below:

Visitor

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5 Messages

2 m ago

Thanks a lot for your detailed explanation. There is a splitter which I use (provided by Xfinity) as I need to have my TV connected to the same cable wall outlet. I will change the splitter and cables to see if that helps. Will update the outcome here.

Thanks again for your help. Much appreciated

Visitor

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5 Messages

2 m ago

So, I got my new Netgear 1150v modem RMAed with Netgear and got another one. Same issue - Internet works for a few hours and then the modem needs a reboot before I get Internet connectivity again.

Got an Xfinity technician over and he found that the outside cable was chewed away by critters for about 4 inches! He replaced it, checked the download speed I was receiving at the point where I am connecting to the modem, said everything looks great and left. Guess what, a few hours later, I lost connectivity again requiring the modem to be rebooted!

The Xfinity app as before shows my modem is not connected. The interesting thing is that even when the Xfinity app says there is an issue with signal/connectivity, the Internet works good.

Xfinity customer service has only been able to send signals and asking me to change my home router! So much for technical support! I am lost as to what more can be done to get a stable internet. Any help/suggestions/guidance is greatly appreciated.

Official Employee

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283 Messages

Hello, @user_3755a1. I would love the chance to look into what's going on with your connection further. Please send us a chat message with your first and last name. The Peer to Peer chat icon is located at the top right of the Community Forum page, clicking on the chat icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle. 

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