Hello, we have noticed a steep drop off in our internet speeds which began a couple weeks ago. Additionally, on at least 2 occasions, the modem appeared to restart (or crash?) on its own and took about 30 min to get back online.
I have a Netgear CM 500 modem that I have paired with a TP-Link Archer C50 router. Internet is provided by Xfinity (Comcast). We’re signed up for “speeds up to 100 Mbps,” however recent speed tests show our download speeds in the low teens and single digits, and upload speeds in the low single digits. I had an Xfinity tech come out to check the cable connections, and he said everything looked good on their end, and that the modem was likely to blame. After he left, I found the modem event log (see screenshot) and it’s showing almost constant “Critical” errors. Is there something I can do to resolve these errors? Would the issue be with Xfinity or the modem? Both modem and router are about 15 months old, had Xfinity the whole time with no real issues until about 2 weeks ago. Coax cable goes right from the wall to the modem, I’ve tightened everything I can and the modem/router have been restarted many times over the past couple weeks.
*EDIT* Adding Event Log text since image failed:
Please also post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.
What is the exact make and model number of the modem ?
The stats are in spec but the modem has only one single upstream channel locked. It should be three to five channels. This may be being caused by an upstream / return path line / signal impairment of some sort. It is typically a noise ingress into the lines issue.
First, try power-cycling /resetting the modem for 30 seconds and see if it will range for / lock on to more upstream channels.
I reset both the modem and router, but it doesn't seem to have helped (updated screenshot below). I did notice that the modem has been taking a long time (20+ min) to reconnect after restart, with the upstream light blinking amber the whole time. Not sure if that's helpful at all.
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