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user_lg7pc3
1st Topic

5 Messages

Saturday, April 6th, 2024 1:03 AM

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Netgear CM2000 dropping connection - Logs provided

We have a a Netgear CM2000 for our Xfinity modem and recently it's been dropping connection. Pulled some logs after checking all of the connections. Here is some info from the connection status page and I also included a picture of where the connection comes into the house at a splitter (which I don't think I need and plan to remove). For reference the -7dB OUT goes to a cut cable and should just be removed. The -3.5dB OUT goes to the Netgear CM2000. I also had the automated test for the connection to the house and the modem through the Xfinity Assistant and it comes back as no issues.  Curious for those who understand this information what may be the issue. I appreciate any help/insight provided. Recently seeing errors such as Mismatch Between Calculated Value Compared to CCAP Provided Value, Timing Synchronization failure - loss of sync, Dynamic Range Window violation, CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW, and Started Unicast Maintenance Ranging - No reponse received.

Question

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Updated 

1 year ago

 • Edited

150

2

0

EG

Expert

 • 

110.1K Messages

1 year ago

@user_lg7pc3 

Your post with that pic of the error log entries was marked as being "Private" by the forum bot because it contains CM MAC and the CMTS MAC addresses. They are considered to be personal information. The posting of personally identifiable information is a violation of their forum guidelines. Please delete that pic only.

What you can do instead is to copy all of the text (instead of using an image) and paste it into your next post here, but you'll need to redact all of the CM MAC and CMTS MAC addresses. The bot will not allow your post to be seen publicly.

1

0

user_lg7pc3

5 Messages

@EG​ Thanks! Does that work to remove the private designation, in the hopes someone might have some insight?

1 year ago

0

EG

Expert

 • 

110.1K Messages

1 year ago

Yes. I made your post public again. But you should really re-post a text version (or a blotted-out pic) of those log entries for reference.

6

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user_lg7pc3

5 Messages

I added the errors seen at the end of the initial paragraph. Thank you for your help!

1 year ago

0

XfinityAlyssaA

Official Employee

 • 

1.8K Messages

Good evening @user_lg7pc3, and thank you for reaching out on our Community Forums with your connection issues, we really appreciate it. We're sorry to hear that your connection has been dropping recently and appreciate you pulling some logs and checking all of the connections. May I ask what troubleshooting steps you have attempted so far? You also stated this started recently, about how long has this been occurring?

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_lg7pc3

5 Messages

I’ve restarted the modem multiple times. Also saw it could be impacted by power fluctuations, so put it on an UPS. Seemed to help, but more likely just a coincidence. Recently I pulled out that splitter in the photos above and used a F splice adapter to connect the line coming from Xfinity to the coax feeding into the house to the modem. I’ve noticed in the logs there seems to be a better signal strength. One drop so far, and may try swapping out with a Hitron CODA56 Mutli-Gigabit DOCSIS 3.1 Modem. 

The issue has been happening the past few months. 

(edited)

1 year ago

0

XfinityAngie

Official Employee

 • 

1.8K Messages

 

user_lg7pc3, What I would like to do is run through some troubleshooting with you. 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

Let me know if you have any questions.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_lg7pc3

5 Messages

Thanks! I swapped out for the Hitron CODA56 and streaming/stability seems to be better so far.

1 year ago

0

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