SysopChris's profile

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9 Messages

Sun, Dec 13, 2020 4:00 PM

Netgear AC1900 C7000v2 Firmware Ver. V1.03.01 - Random Disconnects WiFi & Ethernet

It appears that I am also suffering from the same problem I see poster here regarding this Netgear device so many times. I cannot find a pattern to the internet disconnects. My local network remains intact. 

 

This started over 1 year ago when i returned the Comcast Cable modem and purchased this one. I started working from at the start of May 2020 and every time this happens the companies VPN drops and my connection to the IBM AS/400 (iSeries Power 9) is lost. Most the time I'm writing software and will sometimes loose some code. It's happened as many as 25 times in 2 hours. Some days only once.

 

This also causes my Phillips Hue lights in the house to lose their settings and can take hours to set them up again. (name them, put them in rooms).

 

I uploaded my screenshots to Google Photos.

https://photos.app.goo.gl/Cn6kQGPTfg7dRVxw7

 

 have checked cable for tightness, corrosion, splitters (none I can see) .

Since I am a transplant recipient and take immunosuppressants I don't I will be going back into the office anytime soon, last time I left home was 3/3/2020 (doctor’s orders) so if I am going to continue to be able to work from home, I must find a resolution. In 1999-2000 I worked from home at this same location so 20 years later I would not think would be so difficult. So far of the 20 or people I have read posts here from I cannot find were one person resolved this.

I will be happy to provide any additional info. needed.

 

Regards,

Chris.

Responses

EG

Expert

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87K Messages

6 m ago

The upstream power is on the high side and it may be intermittently fluctuating even higher 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 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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9 Messages

6 m ago

This seems to be the answer everyone gets to this question.
I found the specs. on this site, after quite a bit of digging, since the reply of "out of spec" I see so much here isn't very helpful.

Downstream Power Levels: -8dBmV to +10dBmV
Downstream Signal to Noise Ratio (SNR): >35dB
Upstream Power Level: +25dBmV to +54dBmV
Upstream Receive Power: -2dBmV to +2dBmV

I verified the results shown in my screenshots did not go outside of these specs.
Can you please be more specific?

The way everyone is told this I assume the suggestion intended is to fix it? I have never owned a router with these settings. Am I misunderstanding? As to the cables, my first post made all of that redundant.

 

Regards,

Chris.

EG

Expert

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87K Messages

6 m ago

That upstream power spec is wrong. 54 dB is already too high / out of spec.

 

Here are the Comcast plant / system specs from the troubleshooting tips pinned topic at the top of this board;

 

Specification      Min             Max

Downstream Power Level  
Cable Modems-10dBmV+10dBmV
Gateways and EMTAs-7dBmV+7dBmV
Downstream Signal to Noise Ratio35dB-
Upstream Power Level+35dBmV+50dBmV
Upstream Signal to Noise Ratio31dB-
Upstream Receive Power-2dBmV+2dBmV

 

These are the only ones that matter.

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9 Messages

6 m ago

What do I do with this information?

 

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 7 5120 Ksym/sec 22800000 Hz 50.8 dBmV
2 Locked ATDMA 5 5120 Ksym/sec 35600000 Hz 51 dBmV
3 Locked ATDMA 6 5120 Ksym/sec 29200000 Hz 51.8 dBmV
4 Locked ATDMA 8 5120 Ksym/sec 16400000 Hz 50.5 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

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9 Messages

6 m ago

I asked Netgear what is it you are suggesting I do. 

 

Have the ISP check the signal and line quality UP to the modem. Be sure the ISP provisions the modem correctly.

 

EG

Expert

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87K Messages

6 m ago

Guy.... I already posted things for you to try.... And like I stated before, if nothing applies, get a tech out.

 

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.
Good luck !

 

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9 Messages

6 m ago

Actually, you are extremely vague. You said I was out of spec. Period. No further instructions.

 

If that does not make sense to a software developer of 41 years and I.T support/developer for IBM Mainframe & Network/PC support, then what's a non-I.T person supposed to make of it?

 

 When I forwarded what NETGEAR told me, for the very 1st time "Have the ISP check the signal and line quality UP to the modem. Be sure the ISP provisions the modem correctly" you could not have already addressed that inquiry. "Guy.... I already posted things for you to try.... And like I stated before, if nothing applies, get a tech out." Since I just posted this, I fail to understand how

 

Can we start with this: Is what NETGEAR told me something which can be done remotely?

 

I know I have had other ISP's check line quality about 20 years ago remotely, so I would have thought that could have been done without someone on-site. 

 

 I have seen posts here replied to by Comcast employees. My son used to be one.

 

Before completely giving in and sending in the Calvary lets explore some other options. I have made contact with a NETGEAR support employ willing to help with any questions I can't answer and my 41 years PC experience as a hobby and professional since 1995  can't hurt.

 

It’s a different World than it was a year ago. I do all my tech. support remotely and being transplant recipient, it's not like I can go anywhere or allow anyone in, so a little creative thinking has been needed. 

 

Can you tell me the possible result of my uplink power being between 50-52 when the high limit is 50? That’s not much over the threshold.

 

Also, this same question, with the same router, has been posted about 20-30 times and I have not one person say it was resolved. Wouldn’t you like to know what up with that?

BruceW

Gold Problem Solver

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22.4K Messages

6 m ago


@SysopChris wrote: ... Actually, you are extremely vague. You said I was out of spec. Period. No further instructions. ... I know I have had other ISP's check line quality about 20 years ago remotely, so I would have thought that could have been done without someone on-site. ...

Can you tell me the possible result of my uplink power being between 50-52 when the high limit is 50? ...


It's possible to "check line quality" to some extent by reviewing the signals and log entries the modem reports, but if they reveal a problem it is not generally possible to determine the cause remotely. You need people and equipment on-site.

 

EG already posted "the possible result of my uplink power being between 50-52" in his reply on ‎12-13-2020 @ 09:20 PM: "The upstream power is on the high side and it may be intermittently fluctuating even higher 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".

 

You should have a Comcast tech out, if only to check signal quality at the d-mark and at the pole or pedestal.

 

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9 Messages

6 m ago

That's a problem as I explained in my 1st post, last year I had an emergency liver transplant with no warning signs at all and now I will take immunosuppressants the rest of my life to prevent rejection so Covid would be a death sentence for me. This is the primary reason I now work at home full-time and will continue to for some time since transplant recipients cannot take vaccines. On 3/3/2020 my doctors told me not to leave home, or be around anyone, even for my bi-monthly labs, and that order had not been receded. 

 

I write software and do the same thing you guys are doing for Mueller, Co. We are a 1 billion in yearly sales foundry and water tech. service with 14 plants in N. America and supply most the USA and Canada with more potable water than anyone. We are also deemed an essential service. Our clients are mostly cities.

It’s not uncommon I'll be logged in the mainframe writing code and also logged on 4 different VM's and a client's machine troubleshooting. Then I lose connection here for a moment and the VPN drops me. This started the day I returned Comcast's modem/router and purchased this one, over one year ago and I’ve dealt with it ever since because I had doubts this would lead anywhere. My emergency surgery also left my $360K in debt so I cannot incur any extra fees for something that was always fine until I purchased a Comcast approved Gateway.

 

 I focused the last year on everything NETGEAR had to offer. Now they suggest this test. I cannot tell by your reply what the results were so I pass them on to Netgear where someone is waiting.

 

 “It's possible to "check line quality" to some extent by reviewing the signals and log entries the modem reports, but if they reveal a problem it is not generally possible to determine the cause remotely. You need people and equipment on-site.” If by on-site you mean outsie of my living ares, then that would be great, I just risk exposure to other people and our dogs are rescues and would have a hard time with someone inside the house.

 

 I have verified with NETGEAR I have no control over this value.

 

I need some other solutions. Keep in mind this started the day I returned Comcast's modem/router and purchased this one, over one year ago. Since NETGEAR cannot find an issue with the device, yet it’s perfect as long as rent a modem, this most offer some clue as to the problem. Cables don’t go bad instantly so for once I believe you are dealing with another type of issue.

 

Thank you,

Chris.

 

 

 

BruceW

Gold Problem Solver

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22.4K Messages

6 m ago


@SysopChris wrote: ... I need some other solutions. ...

I know of none. Give them a call and see if they are willing to test only outside your home at the d-mark and the pole or pedestal. Or return to using rental device that seemed to work for you. Good luck!

 

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9 Messages

3 m ago

In the last 3 months these problems have only become worse even though 99% of the time my specs. are within what is considered acceptable. I don't even understand why this was even discussed and only served to deter from the actual issue.

My biggest problem is that I don't understand the event log terminology and what it's telling me here. Surely something here looks out of place. It's like the first time I read a failed compile listing from one of my programs. Now, the errors jump out at me.

I see 'ERROR' in almost every entry here.

https://1drv.ms/b/s!AvHeoCK1g693s4ErWwYPbOY8ZiQu8A?e=ZatpPB

 

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 8 5120 Ksym/sec 16400000 Hz 47 dBmV
2 Locked ATDMA 5 5120 Ksym/sec 35600000 Hz 48.3 dBmV
3 Locked ATDMA 6 5120 Ksym/sec 29200000 Hz 49 dBmV
4 Locked ATDMA 7 5120 Ksym/sec 22800000 Hz 47.8 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!

Official Employee

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2.5K Messages

Good afternoon, . Very sorry to hear that the connectivity problems continue. I know how much stress/frustration that can put on a situation, especially with most of us working from home these days. We're definitely here to help, our goal is to get to the bottom of this. I do want to share this link with you that should help provide additional insight to internet connections/modem diagnostics: https://comca.st/3lrFk3o. I also would like to ask you a few questions as well, just to clarify your setup since it's different for everyone. Is this happening consistently throughout the day, each and every day? Are you using additional internet equipment beyond the Netgear gateway, such as another router, any extenders, adapters, etc? Are you connecting to WiFi throughout the day or are you hardwired via ethernet cord? Have you confirmed these problems continue to occur outside of being connect to your VPN?

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