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Forum Discussion
Brand new CMD31T Cable modem constantly dropping internet connection on Comcast
Hi everyone. This is my first post as I have a persistent ongoing issue with a brand new CMD31T cable modem. I'm actually on my second one as Netgear phone support told me that I had a defective unit. Anyway, this is whats happening...
Quite simply, the cable modem will continue to function perfectly (and very fast, I might add) for about 15 minutes, and then will all of a sudden drop internet connection. The lights on the modem go through the motions as if rebooting. The way I test when it drops out is I'll play some online games and wait for the cable modem to drop out, and it always does around every 15 minutes.
I have tried connecting to both directly to my Mac and to my Apple Time Capsule router and both yield the same results. When connected to the Time Capsule however, Airport Utility will display the error as a "Double NAT" error, but as I have learned, a double NAT means you have to routers conflicting with one another, and the CMD31T is strictly a cable modem with no router functionality.
I have contacted all three companies about this issue: Comcast, Netgear, and Apple. However this has nothing to do with Apple because as I've said, I have already tested the cable modem connected directly to the computer. Comcast already sent a technician when I had the first modem, and came up with the crazy logic that it was "old cabling" running through the house. After spending an hour replacing meters of cable, I tested the modem and it still dropped out. I never had this issue with my previous leased cable modem from Comcast so I have no idea why he thought it would be a wild coincidence that the cabling finally gave out just exactly the moment I switch cable modems out. I'm pretty annoyed by Comcast's competence thus far.
I'm equality frustrated and annoyed at Netgear, who told me that my unit was defective and that I should return it for another model. I'm now on my second modem, yet I'm still getting the same internet drop out and "double NAT" errors. Is there anyone that might know what is going on with this modem?? I really would like to like this modem but so far, it's been causing nothing but headaches for me.
I have read that updating the firmware might help, but I don't even know how to do that. I stumbled onto the Netgear modem setup page (http://192.168.100.1) but nowhere does it explain or link me to any firmware updates.
Any help on this issue would be greatly appreciated! Thank you!
Quite simply, the cable modem will continue to function perfectly (and very fast, I might add) for about 15 minutes, and then will all of a sudden drop internet connection. The lights on the modem go through the motions as if rebooting. The way I test when it drops out is I'll play some online games and wait for the cable modem to drop out, and it always does around every 15 minutes.
I have tried connecting to both directly to my Mac and to my Apple Time Capsule router and both yield the same results. When connected to the Time Capsule however, Airport Utility will display the error as a "Double NAT" error, but as I have learned, a double NAT means you have to routers conflicting with one another, and the CMD31T is strictly a cable modem with no router functionality.
I have contacted all three companies about this issue: Comcast, Netgear, and Apple. However this has nothing to do with Apple because as I've said, I have already tested the cable modem connected directly to the computer. Comcast already sent a technician when I had the first modem, and came up with the crazy logic that it was "old cabling" running through the house. After spending an hour replacing meters of cable, I tested the modem and it still dropped out. I never had this issue with my previous leased cable modem from Comcast so I have no idea why he thought it would be a wild coincidence that the cabling finally gave out just exactly the moment I switch cable modems out. I'm pretty annoyed by Comcast's competence thus far.
I'm equality frustrated and annoyed at Netgear, who told me that my unit was defective and that I should return it for another model. I'm now on my second modem, yet I'm still getting the same internet drop out and "double NAT" errors. Is there anyone that might know what is going on with this modem?? I really would like to like this modem but so far, it's been causing nothing but headaches for me.
I have read that updating the firmware might help, but I don't even know how to do that. I stumbled onto the Netgear modem setup page (http://192.168.100.1) but nowhere does it explain or link me to any firmware updates.
Any help on this issue would be greatly appreciated! Thank you!
29 Replies
- I just bought this device from a Charter authorized dealer in March. At that time this device was approved to be on the Charter network. It has since been blacklisted and I was told I needed to address this with Netgear.
I found the blog discussing this Netgear CMD31T http://forum1.netgear.com/showthread.php?t=75134 and the article regarding problems with Comcast.
Just got off the phone with Netgear "support" regarding their being blacklisted from Charter. The tech told me first that this was Charter's problem but they could help getting connected to the network maybe. She was an idiot. Did not compute through her brain that they were blacklisted due to incompatibility. She said it must be Charter's fault because their device shows compatibility and they haven't heard of any issues. The tech said she was going to call Charter - then called me back to say she couldn't find their phone number. I swear.:confused:
As it turns out I am connected (although I experience issues) because I connected during the time they were still authorized. Being blacklisted means Charter can kick me off at any time and if I get off their network cannot ever reconnect with this device.
Netgear needs to issue a firmware update or a new modem and replace this one at their expense.
What they are doing at Netgear is fraud plain and simple. They continue to sell a product that not only does not work with specified providers but one that they are blacklisted from. Time to contact the AG, BBB, FTC and others. - Hello all - I joined so I could post here of my similar troubles now with the CMD31T.
Our previous networking setup was experiencing service interruptions and our ISP said it was due to the device not accepting the firmware updates. This causes the modem to cycle (connection interrupt). On the advice of ISP, we 'upgraded' to a DCOSIS 3 modem - the CMD31T which was listed as compatable. We purchased in late March the device and online with it sometime in April. We immediately noticed improvement in multiple connection scenarios and were pleased - very much so.
Now we have the same problem as before and our ISP is telling us we should eith buy or rent more equipment. This is unacceptable - the device is less than 6 months old.
Someone needs to own this issue, and seeing that the same issue is seen at more than one ISP, then my feeling is that Netgear needs to own it, or ISP's need to figure out how to properly write firmware...
For two days now, I have tried to submit support ticket to Netgear and a message of 'We are unable to process your request due to technical problems' or similar wording appears each time. I am not here for support, so please don't try to redirect me. I am here voicing my concern of an issue that I, like others are having with a specific Netgear product.
Heaven forbid we could get a straight answer from someone.
Firmware updates are pushed from the ISP's for cable modems and a post on another thread of this same modem, the poster seems to indicate that firmware updates are different if the device is branded vs customer owned.
Is this correct? Please provide proof if true.
I've used Netgear for years with few problems and enjoy the ease, simplicity, and reliability of their products - until recently. I wonder how many of these units have been sold, because it seems the wheels are coming off the cart with this device and I find a less than 6 month life in the field to be unacceptable. Escalation seems to be the order here. - Some these units sold in retail based in region which are for it's ISP and branded firmware loaded is correct.
If you have issues at portal my.netgear.com then try later day - Knock knock. Netgear has been BLACKLISTED from Charter. Again this means that NO NETGEAR modems are allowed to be connected going forward as of May 2012. Yet they as you can see are pretending this unit still can be sold for Charter. Fraud! I contacted the BBB and got a ridiculous letter back from a customer "support" rep asking for my help in researching how they were blacklisted and how they just never knew. Didn't offer me any solution. This is beyond outrageous. This is their business to know and to determine how to resolve it. They need to refund me for the unit and the cost of having a tech come out for an install with a different company's model. :mad:Next step Attorney General of CA office.
Alihector wrote: Knock knock. Netgear has been BLACKLISTED from Charter. Again this means that NO NETGEAR modems are allowed to be connected going forward as of May 2012. Yet they as you can see are pretending this unit still can be sold for Charter. Fraud! I contacted the BBB and got a ridiculous letter back from a customer "support" rep asking for my help in researching how they were blacklisted and how they just never knew. Didn't offer me any solution. This is beyond outrageous. This is their business to know and to determine how to resolve it. They need to refund me for the unit and the cost of having a tech come out for an install with a different company's model. :mad:Next step Attorney General of CA office.
branded unit provided by Charter so I would contact Charter HQ about this matter.- Negatory. Charter has stated in this article concerning it's FAULTY EQUIPMENT the CMD31T that we are entitled to a refund. Hmm.... but yet customer service refuses to answer regarding my request and you wouldn't know it from here where they are still blaming the cable companies. http://www.eedailynews.com/2012/08/netgear-offers-refunds-to-owners-of.html
- It is unfortunate that both Netgear and Comcast are speaking somewhat vaguely about what they both know, without doubt, is a problem. They are doing this to try and delay what might one day be, and rightly so, a group settlement suit. Keep copies of your receipts girls and boys.
Comcast's issues are not just with the Netgear CMD31T. Browse over to their website and look thru the user forum about the problems with Arris Gateways which they themselves continue to supply to their customers and charge a monthly rental for.
People keep buying the CMD31T because it is one of the cheapest, if not the cheapest, cable modems BestBuy sells. And, both NETGEAR and Comcast continue to insist it is supported even though their techs certainly know, but probably have been instructed not to tell you, that there is a compatibility problem. Which is why you get such vague double talk even from at least one 'expert' on this forum. They may eventually suggest that you try a different model cable modem, but will stop short of saying, plainly, who is at fault.
Anyway, yes, there is a compatibility problem. And, no, neither Comcast or Netgear will admit it.
Buy some other model cable modem. That is the wisest course of action at this time.
But, this sort of highlights how you are screwed no matter what you do in a culture where capital overrules Truth. Obviously, there is no guarantee that Comcast might not upgrade their system, again, and that might lead to problems with some other vendor's cable modem.
