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momof2gs's avatar
momof2gs
Follower
Apr 17, 2022

All Wired and Wireless Device Can't Connect To Internet But No Problem With Xfinity

Netgear AC1900 C7000v2

I lost internet connection.  I called Xfinity for the problem.  They said there is no problem with signal and they analyzed the problem.  They need to configure the modem but Netgear won't allow them so I have to call them.  I called Netgear and said I need to pay for them to fix it.  All lights are on.  2.4 and 5g are blinking,  What is the problem? I already factory reset the modem, 90 sec poking the reset button - 30 secs on, 30 sec off and 30 sec while replugged.  My router password setup keeps looping or won't go to the next level.  What is the resolution.  I don't want to pay for the 6 months technical support.  Why would the customer be the one to be burdened by the restrictions between Xfinity and Netgear?  The Netgear agent said, moded/router should be configured when Xfinity upgrades their system.  So why should I pay it the modem only needs reconfiguration?  Every day, internet gets disconnected and this is no exaggeration.  I had this same issue last year and I don't know how I was able to fix it.  

1 Reply

  • plemans's avatar
    plemans
    Guru - Experienced User
    Apr 17, 2022

     1. a screensnip of the cable connections page (shows upstream/downstream connection info) and your event log help us check your line. Xfinity's first response is always "its not our line". 

    2. cable modem/router combo devices are controlled by the ISP. Its part of the docsis spec. You can do the install but  the firmware is controlled by the isp. Not something netgear can change and the ISP's are always willing to point back at the manufacturer so they don't have to do anything.

    3. 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, bad/old/cheap connectors, or corroded connections. Replace them if you do.
    If you can, simply connect the modem right where the coax comes into the home. This prevents wiring in the home from being the issue. And some ISP’s charge if the wiring issue is in the home. So this helps prevent this.