Lost Connection with Netgear CM700 (Lost MDD Timeout)

[khallia]

Hello,

This is my first time posting here and I have already noticed few posts related to the same issue I am bring up. From what I read online, this seems to be related to wiring or non-modem related problem, but I wanted to get your opinion before reaching out to condo owners and cost them unneeded expenses. 

I am facing two problems:

• Lost connection: I lose connection every day and it can take few minutes before the connection comes back. Sometimes it comes back on its own and other times I have to restart both the modem and router
• Slow connection: I am paying for 70Mbps, but I am really getting on average speed of 30Mbps when I test the connection multiple times on multiple different websites.

My equipments:

• Netgear CM700
• Netgear Nighthawk R7000 (firmware V1.0.9.64_10.2.64)

What I have tried:

• Called Xfinity few times and the last two times I called both agents said everything looks good and they recommended calling Netgear to see if the issue is in the equipments
• I tried to update the rollback the router firmware, but no luck, that did not make a difference
• Lastly, I looked at the modem logs and I found errors that are also reported online, and it seems that those errors are not related to equipment defects.

I would like to get your opionion. It has been super annoying losing connection daily and having slow speed.

Below is the URL to modem log, I cleared the log before restarting it.

https://www.dropbox.com/s/p1tc971w9o661q3/cm700_logs.xlsx?dl=0 

Thank you

[EG]

Please also post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

[khallia]

Sure. I updated the excel file, the file has three tabs for the logs, downstream and upstream data.

https://www.dropbox.com/s/p1tc971w9o661q3/cm700_logs.xlsx?dl=0 

[EG]

The signal stats are o/k (the downstreams are a bit high but shouldn't be a problem) but the error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) somewhere.

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !

[khallia]

Great. Thank you.

[ComcastJoeTru]

Hello khallia. Thank you for creating a post on our Forum. I can assist with further troubleshooting your internet speed and connectivity issues. Please send me a private message and include your full name and service address so I can access your equipment. To send a private message: click my name (ComcastJoeTru) to view my profile. Then click the link that says "Send a message" and there you can private message me. 

[bksegal]

I am having the same problem

[rshield]

@ComcastJoeTru  I'm having the exact same issue with the same modem and router. Is there anyway you can help me resolve this issue?