Router Keeps Restarting

[lttuser7]

So I bought this router from Best Buy.

https://www.bestbuy.com/site/netgear-nighthawk-dual-band-ac1900-router-with-24-x-8-docsis-3-0-cable-modem-black/4403100.p?skuId=4403100

When everything works, it's great, but at random times it will just restart. Internet goes out for 3-4 minutes then is back on and working perfectly again. I have had Xfinity come out and look and they said there wasn't any issues.

I have tried resetting it to factory settings with no luck. There isn't a set time or interval it is happening. Ex. It restarted this morning at 6:15 and might not do again for couple hours for might happen 45 minutes. It is completely random.

 

Any advice?

[The_russian]

Check the logs on the router/modem, after you log in through the web browser they should be under ADVANCED > Administration > Logs. Can you feel if it is getting hot? 

[lttuser7]

16 minutes ago, The_russian said:

Check the logs on the router/modem, after you log in through the web browser they should be under ADVANCED > Administration > Logs. Can you feel if it is getting hot? 

 

These are the logs I'm getting. And the router feels a little warm, but I wouldn't necessarily say it's hot.

[The_russian]

Do the time's match up with when the router restarts? I had the same problem except I had a separate router and modem. The problem for me was a nick in the coax line from my house to the street aggregation box. Check to make sure the coax connection at the back of the router is tightened all the way. Make sure all of the connections from the modem to the ISP entry point are good. If there are coax splitters somewhere on the line between the ISP entry point and the modem, remove them at least to test. 

[lttuser7]

5 minutes ago, The_russian said:

Do the time's match up with when the router restarts? I had the same problem except I had a separate router and modem. The problem for me was a nick in the coax line from my house to the street aggregation box. Check to make sure the coax connection at the back of the router is tightened all the way. Make sure all of the connections from the modem to the ISP entry point are good. If there are coax splitters somewhere on the line between the ISP entry point and the modem, remove them at least to test. 

So I’ve also had a local guy come out and look at the cables and stuff and he said everything looked good. We even took out a splitter that was in our closet previously. It seems like it’s gotten worse during the Corona Pandemic but just not sure what’s happening. 

[lttuser7]

9 minutes ago, The_russian said:

Do the time's match up with when the router restarts? I had the same problem except I had a separate router and modem. The problem for me was a nick in the coax line from my house to the street aggregation box. Check to make sure the coax connection at the back of the router is tightened all the way. Make sure all of the connections from the modem to the ISP entry point are good. If there are coax splitters somewhere on the line between the ISP entry point and the modem, remove them at least to test. 

We bought the house and it was built in 2011. After we noticed this problem, we contacted the previous owners and asked if they ever had any of these issues and they said they never did.

[The_russian]

5 minutes ago, lttuser7 said:

So I’ve also had a local guy come out and look at the cables and stuff and he said everything looked good. We even took out a splitter that was in our closet previously. It seems like it’s gotten worse during the Corona Pandemic but just not sure what’s happening. 

Have the cables been tested past a visual inspection? The ISP tech should check the line with a tester to see if there is noise on it. In my case the damaged cable was in the street aggregation box so there was no way for me to see the damage. 

 

5 minutes ago, lttuser7 said:

We bought the house and it was built in 2011. After we noticed this problem, we contacted the previous owners and asked if they ever had any of these issues and they said they never did.

If the line was damaged it could have happened recently. To test if the problem is with your modem you can buy a cheap used one, or buy a new one to test and return it afterwards. 

[lttuser7]

13 minutes ago, The_russian said:

Have the cables been tested past a visual inspection? The ISP tech should check the line with a tester to see if there is noise on it. In my case the damaged cable was in the street aggregation box so there was no way for me to see the damage. 

 

If the line was damaged it could have happened recently. To test if the problem is with your modem you can buy a cheap used one, or buy a new one to test and return it afterwards. 

The Xfinity Tech tested the signal and adjusted it, I'm not sure if it was tested for noise or not. But he tested from their run to the house, then outside the house to inside the house. 

And I went and bought a new router today from Best Buy to test and see. I was just wondering in the mean time or in case of future issues.

[lttuser7]

15 minutes ago, The_russian said:

Have the cables been tested past a visual inspection? The ISP tech should check the line with a tester to see if there is noise on it. In my case the damaged cable was in the street aggregation box so there was no way for me to see the damage. 

 

If the line was damaged it could have happened recently. To test if the problem is with your modem you can buy a cheap used one, or buy a new one to test and return it afterwards. 

And would the router restart if the signal was lost? Becuase I'm not necessarily losing connection, the router is just restarting.

[The_russian]

6 minutes ago, lttuser7 said:

And would the router restart if the signal was lost? Becuase I'm not necessarily losing connection, the router is just restarting.

I am not entirely sure how modem/router combo units work, I don't know if one can restart independently of the other or if they both restart. The problem looks like it is with the modem side of things so if only the modem restarts, you will still have a wifi network you just won't have internet access while the modem restarts.

[Falcon1986]

1 hour ago, lttuser7 said:

 

These are the logs I'm getting. And the router feels a little warm, but I wouldn't necessarily say it's hot.

Did you show your ISP this log? There's a time sync failure... And sometimes it thinks it's 1970!

[lttuser7]

1 hour ago, The_russian said:

I am not entirely sure how modem/router combo units work, I don't know if one can restart independently of the other or if they both restart. The problem looks like it is with the modem side of things so if only the modem restarts, you will still have a wifi network you just won't have internet access while the modem restarts.

So my network goes away too. So I'm assuming the router and modem are both restarting.

 

[lttuser7]

22 minutes ago, Falcon1986 said:

Did you show your ISP this log? There's a time sync failure... And sometimes it thinks it's 1970!

So what would a time sync failure mean for an ISP?

[The_russian]

11 minutes ago, lttuser7 said:

So what would a time sync failure mean for an ISP?

Iirc it happens when there is a bad connection or interference on the line. Like I mentioned earlier for me it was a damaged coax line (on the ISPs side) that was creating interference. I would show the ISP the logs you have and have them test the line for noise. 

[lttuser7]

18 minutes ago, The_russian said:

Iirc it happens when there is a bad connection or interference on the line. Like I mentioned earlier for me it was a damaged coax line (on the ISPs side) that was creating interference. I would show the ISP the logs you have and have them test the line for noise. 

Alright, I appreciate it. I will give it a try. Thank you.

[kirashi]

56 minutes ago, lttuser7 said:

Alright, I appreciate it. I will give it a try. Thank you.

Can you also login and screenshot your coax / cable signal power levels please?
https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router

[lttuser7]

9 hours ago, kirashi said:

Can you also login and screenshot your coax / cable signal power levels please?
https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router

 

[kirashi]

17 hours ago, lttuser7 said:

--SNIP--

Nice! Based on DOCSIS standards, those transmit & receive levels looks decent enough, and you're not seeing any correctable/uncorrectable errors either. If you get the chance, verify that your modem is actually power-cycling (restarting) by watching the lights when it happens. Modems can restart if they lose signal to the outside world, but I suspect something is at play with the power source or the modem itself is somehow defective. Did the new modem you purchased experience the same "restarts"?