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Forum Discussion
CBR750 not tranmitting
Hello, have very the same issue with CBR750. Since Fall of last year either after NG FW update and/or xFinity work, my CBR750 stopped responding back to Comcast, xFinity app always shows as it is off...
Yes. Same issue I was having. Not sure what changed but think NG should have been in better contact with Xfinity to prevent this kind of bad customer experience. I have tried several other brands and had different issue with them. So sad to say that I am currently renting the Xfi gateway with a Wifi pod and have had no issues with dropped connection or Wifi since I installed it after picking it up from the local Xfinity store. I know in my market they stopped the 800mbps service and have 1.0 and 1.2gbps service tiers. I currently pay for the 1.2gbps tier and get 1.4gbps when I do a download speedtest.
i was suggested by xFinity to upgrade from 400 to 800 plan based on number of my connected smart devices (which is BS to me, but i decided to give it a shoot), didnt change anything. I started with CBR750 back in August of 2021 with 3 satellites. Everything worked well, would loose connection once every 2 weeks or so, and Modem was transmitting back to xFinity so i saw it being online. But for the last 6+ months, after several FW upgrades from NG and "service improvements" performed by xFinity in the area, things got progressively bad. Dropping connections, not transmitting back to xFinity so it reported off line all the time. Local head tech tried to help, he run a new cable from street poll to the house, no splitters (except inline connector for grounding and inline power reducer to keep signal strength within NG guidelines). My modem is still dropping connection every 2 days or so. I am beyond frustrated.
What Firmware version is currently loaded?
What state are you located?
I see some Correct and Un-Correctables that should be zero'd like the other channels.
Power look ok.
Have the ISP check the signal and line quality UP to the modem. Be sure the ISP provisions the modem correctly.
Be sure there are no coax cable line splitters in the between the modem and ISP service box.
Be sure your using good quality RG6 coax cable up to the modem.
Start with removing any amplifiers, signal attenuators, or splitters from the coax.
From there check the line for kinks, damage, moisture in the line.
Check the connectors for improperly made ends, foil touching the copper coax line, loose connections, bad/old/cheap connectors, or corroded connections. Replace them if you do.
Be sure to power OFF the modem for 1 minute then back ON.
https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Modems/m-p/1530376#M12853Please post a copy and paste of the modems event log page.
What is the size of your home? Sq Ft?
What is the distance between the router and 📡 satellite(s)? 30 feet or more is recommended in between RBR and RBS🛰️ to begin with depending upon building materials when wirelessly connected.
https://kb.netgear.com/31029/Where-should-I-place-my-Orbi-satellite 🛰️Has a factory reset and setup from scratch been performed since last FW update? A complete pull of the power adapters for a period of time after the factory reset then walk thru the setup wizard and setup from scratch with a wired PC and web browser. Recommend setting the default DHCP IP address pool range to the following after applying and a factory reset: 192.168.#.100 to 192.168.#.200.
I would power OFF the ISP modem for 1 minute. Factory reset the Orbi router and power it off. Power ON the ISP modem and let it sync. Then power ON the Orbi router and walk thru the setup wizard again using a wired PC and a web browser.
Press the back reset button for 15 seconds then release.
https://kb.netgear.com/31486/How-do-I-reset-my-Orbi-system-to-factory-default-settings
https://kb.netgear.com/000062081/How-do-I-erase-the-configuration-settings-on-my-Orbi-WiFi-System?Your setup sounds just like mine. FURRYe38 is a great resource. He is very knowledgeable, but I don't think 100% is on Comcast. I think it might have something to do with FW updates and maybe a issue within the FW causing the issue. But let FURRYe38 walk you through some troubleshooting and it can most likely get you more stable than what you are now. Just for testing purposes, I would go get a Xfinity modem and try it for a week and see if you have any issue. My guess would be you won't have any. Let me not speak to loud cause I haven't had any, and I am going since 12/27/22 with the xfinity modem and pod. It's been solid. Hope you get it figured out.
thank you for response. I am on the latest FW for the modem and satellites. and in NJ, near Atlantic City.
The new cable line was installed several months ago, when I was bugging xFinity support almost daily, complaining. The local head tech checked the line, there were splitter inside the walls, so he suggested to install new line. And they did using new RG cable that meant to be used for high speed internet and digital cable. Corner of my house is 20 ft away from the street poll with their box. The had to make a small loop to ground the cable and then right into the house to the modem. No splitters, no extra cables. Inline reducer to lower the signal level. Several Correctables always where there. I showed it to him. Tech used his tools to troubleshoot and he showed me that signal is NOT fluctuating - the line is fairly flat. So from his point of view - nothing else he can do.
Hello NG community,
it's been over 18 months since i purchased CBR750 with 3 satellites and activated new service with xFinity. It started not bad, had to reboot modem once every 2 weeks or so, due to it loosing internet connection, sometimes around 4 am, sometimes during the day. xFinity app did show correctly when modem was online or offline, and I was able to use that app to send a signal to reboot the modem remotely.
Last Fall, after FW upgrade and/or xFinity performing "service improvements in the area" - if i recall these happened within the same 10-12day window, modem started to loose internet connection more frequently, every 3-4 days or so. xFinity app shows the modem is offline ever sense. I called xFinity again, they tried to re-activate the modem - no change.
I was on 400MB plan at that time, Level 2 tech support suggested that due to high number of devices (e.g. 3 Nest thermostats, 3 smart TVs, 2 doorbell cams, 3 outdoor cams, 2 wifi dehumidifiers, wifi washtower, wifi garage opener, 3 smart locks) the network is being exhausted and it chokes. I was tolled I should be up the 800MB plan. So we did an upgrade, and of course - no change. Modem still looses connection every 2-3 days. I kept complaining to xFinity support, level 2 support.
I guess my case was handed over to the local lead tech. He called me, stopped by. very nice guy, he run some tests, we found a splitter, removed it. Found the bad acting wall plater connector. Replace it. I had high hopes that this was it. Unfortunately the issue continued. I called that tech again, he suggested to run a new line. They use new cable, specific for high speed digital signals, from the street poll that is 20 ft away, no splitting, right into the house to the modem. He had to install inline thing to ground the cable per code, and right before the modem inline reducer to lower signal power to keep within NG recommended range.
With the old line and the new line, modem always showed Correctable and Uncorrectable errors. The difference now with the new line, i see a lot less of those, but they still there. I pointed this out to the tech, he run tests with his tools - signal level is consistent and constant. from his point of view - it all looks good. But the issue is still there
Modem and all satellites are on the latest FW version, updated in Jan was it become available. Didn't make any difference. Modem looses connection every 2 days or so. It is at the point, where I connected modem to the smart power plug and setup schedule to power it off and on every day at 4 am. this is horrible!
So, I am out of warranty with NG, dont want to spend another $250 to replace CBR750 with another unit to face the same issues. Supposedly NG is aware of the issue and is working on solution since Fall of last year, but latest FW release obviously didn't address it. How much longer to wait???
Is going back to xFinity and pay more monthly for their modem THE only solution???
<end of rant/>
Those Criticals need to be looked at and reviewed by the ISP. The CM Certificate Errors should be resolved as well seen in the event log.
Has a factory reset and setup from scratch been performed since last FW update? A complete pull of the power adapters for a period of time after the factory reset then walk thru the setup wizard and setup from scratch with a wired PC and web browser. Recommend setting the default DHCP IP address pool range to the following after applying and a factory reset: 192.168.#.100 to 192.168.#.200.
We may need you to collect some debug logs for NGs review under 192.168.1.1/debug.htm
