Cable Adapter & Smart Modem Gen 2 Issue

[mvnssa]

Smart modem gen2 installed for a few months after NBN installed in the street knocked the unit complex off for five days replacing a Netgear Telstra Gateway Max that preformed extremely well. Gen2 initially worked ok. Now drops off generally at 3am and comes back online mid morning, but also occurs at other times.

When fault occurs, the Cable adapter lights, power =  on, Down + up stream on, Internet flashing green but should be on solid green , Network solid blue, but should be flashing quickly.

Gen 2 Modem, WiFi on, online = on, wan/dsl = on, mobile mode = on, mobile signal ok.

I have noted the Gen2 lose wan information, IP address & DNS info, but not all the time. Additionally, my laptop and other devices connected to Gen2 have been disconnected, due to the ssid not been advertised.

The Gen2 has on occasions not recognize the backup sim card and does not always fail over to the sim even when the sim is recognized and functioning.

I am not sure if this is a Gen2 modem issue or cable adapter or external issue? The problem became more evident after NBN installed additional hardware in the complex several weeks ago.

Any advice greatly appreciated.

[cf4 · Accepted solution]

It sounds like an external fault. Could you post your line stats these will indicate if it is a cable fault.

The line stats are located here on the cable adapter, you might need to plug directly into the adapter with Ethernet:
http://192.168.100.1/ > Broadband Connection > Connection Settings

Default Username/password: admin/password
You're looking for Frequencies, Power Levels, SNR, etc

[mvnssa]

[cf4]

It definitely looks like there is a cable fault. Check that cable connecting adapter to coaxial wall socket is not lose.

This is what a good cable connection should look like.

Connection Settings

Startup Procedure

Procedure	Status	Comment
Acquire Downstream Channel	438000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Configuration File	OK	cable_u1_tr2_netgear_docsis3
Security	Enabled	BPI+

Downstream Bonded Channels

Lock Status	Modulation	Channel ID	Symbol Rate (sym/sec)	Frequency (Hz)	Power (dBmV)	SNR (dBmV)	DOCSIS Locked
Locked	QAM256	9	6952000 sym/sec	438000000 Hz	0.6 dBmV	40.3 dB	EuroDOCSIS
Locked	QAM256	10	6952000 sym/sec	446000000 Hz	0.8 dBmV	40.4 dB	EuroDOCSIS
Locked	QAM256	11	6952000 sym/sec	454000000 Hz	1.2 dBmV	40.8 dB	EuroDOCSIS
Locked	QAM256	12	6952000 sym/sec	462000000 Hz	1.8 dBmV	40.9 dB	EuroDOCSIS
Locked	QAM256	13	6952000 sym/sec	470000000 Hz	1.9 dBmV	40.9 dB	EuroDOCSIS
Locked	QAM256	14	6952000 sym/sec	478000000 Hz	1.3 dBmV	40.8 dB	EuroDOCSIS
Locked	QAM256	15	6952000 sym/sec	486000000 Hz	0.7 dBmV	40.3 dB	EuroDOCSIS
Locked	QAM256	16	6952000 sym/sec	494000000 Hz	0.4 dBmV	39.9 dB	EuroDOCSIS

Upstream Bonded Channels

Lock Status	Modulation	Channel ID	Symbol Rate (Ksym/sec)	Frequency (Hz)	Power (dBmV)
Locked	ATDMA	29	5120 Ksym/sec	42600000 Hz	38.3 dBmV
Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV

Downstream between -15 to +15dBmV is good.
Closer to 0.0dBmV the better.

Upstream between +40dBmV to 54dBmV is good.
Closer to 40dBmV the better.

SNR +38dB and above is good.
40+dB the better.

https://forums.whirlpool.net.au/archive/2504710

[cf4]

Connection Settings

Startup Procedure

Procedure	Status	Comment
Acquire Downstream Channel	438000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Configuration File	OK	cable_u1_tr2_netgear_docsis3
Security	Enabled	BPI+

Downstream Bonded Channels

Lock Status	Modulation	Channel ID	Symbol Rate (sym/sec)	Frequency (Hz)	Power (dBmV)	SNR (dBmV)	DOCSIS Locked
Locked	QAM256	9	6952000 sym/sec	438000000 Hz	0.6 dBmV	40.3 dB	EuroDOCSIS
Locked	QAM256	10	6952000 sym/sec	446000000 Hz	0.8 dBmV	40.4 dB	EuroDOCSIS
Locked	QAM256	11	6952000 sym/sec	454000000 Hz	1.2 dBmV	40.8 dB	EuroDOCSIS
Locked	QAM256	12	6952000 sym/sec	462000000 Hz	1.8 dBmV	40.9 dB	EuroDOCSIS
Locked	QAM256	13	6952000 sym/sec	470000000 Hz	1.9 dBmV	40.9 dB	EuroDOCSIS
Locked	QAM256	14	6952000 sym/sec	478000000 Hz	1.3 dBmV	40.8 dB	EuroDOCSIS
Locked	QAM256	15	6952000 sym/sec	486000000 Hz	0.7 dBmV	40.3 dB	EuroDOCSIS
Locked	QAM256	16	6952000 sym/sec	494000000 Hz	0.4 dBmV	39.9 dB	EuroDOCSIS

Upstream Bonded Channels

Lock Status	Modulation	Channel ID	Symbol Rate (Ksym/sec)	Frequency (Hz)	Power (dBmV)
Locked	ATDMA	29	5120 Ksym/sec	42600000 Hz	38.3 dBmV
Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV

Downstream between -15 to +15dBmV is good.
Closer to 0.0dBmV the better.

Upstream between +40dBmV to 54dBmV is good.
Closer to 40dBmV the better.

SNR +38dB and above is good.
40+dB the better.

https://forums.whirlpool.net.au/archive/2504710

[mvnssa]

Thanks. I also noted this under the Modem Status.

[mvnssa]

Thanks, I have unscrewed and reattached the cable on both the cable adapter and wall plate several times. The internal cable (pin) is not bent and is screwed in tightly.

[cf4]

Have you lodged a fault with Telstra? There is probably a fault were your cable from the premises taps into the main street cable.

[mvnssa]

Yes I have, but I always like to know what the possible issue is before a tech arrives, hence my post. I assume the fault might be in the Telstra / NBN cabnet, where additional adapters were installed a few weeks ago?