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Forum Discussion
Cable modem diconnects DAILY from XFINITY
Modem is a CM700 on firmware 15AA01AC31170KBG
Router is AC2350
*Yes i know this is way overkill for what i need
I have tried this Modem/Router combo shortly after purchase maybe about a year ago and had the same issues im currently having so stopped using them and switched back to my Aris Gateway which was not providing the paid for speed. I have now lowered my internet speed to 60mbs through XFINITY, speedetst shows im getting about 55mbps down which i think is close enough. it works flawlesly while working but about every 24 hour period i have to go through the same proceedure of calling comcast to send a reset signal, gettnig onling to esentiall reactivate service then being abe to use it again. XFINITY claims theres no issues on their end they just happily keep sending the reset signal.
Its begining to be a nuisance. Any help is much appreciated
6 Replies
pls provide DOCSIS Event logs and connection/power table from the Modem
Sep 03 2018 18:50:31 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1 Sep 03 2018 18:50:37 Notice (6) SW Download INIT - Via Config file d11_m_cm700_walledgarden_c01.cm Sep 03 2018 18:50:44 Notice (6) SW download Successful - Via Config file Sep 03 2018 18:51:59 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1 Time Not Established Critical (3) No Ranging Response received - T3 time-out Sep 03 2018 19:11:05 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1 Time Not Established Critical (3) No Ranging Response received - T3 time-out Sep 04 2018 04:19:17 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1 Time Not Established Critical (3) No Ranging Response received - T3 time-out Sep 04 2018 17:07:46 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1 Time Not Established Critical (3) No Ranging Response received - T3 time-out Sep 05 2018 12:30:37 Warning (5) MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1 <tabindex=-1>Startup Procedure Procedure Status Comment Acquire Downstream Channel 675000000 Hz Locked Connectivity State Ok Operational Boot State Ok Operational Security Enabled BPI+ IP Provisioning Mode Honor MDD honorMdd(4) Downstream Bonded Channels Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables UnCorrectables 1 Locked QAM 256 1 513000000 Hz 2.5 dBmV 40.3 dB 0 0 2 Locked QAM 256 2 519000000 Hz 2.5 dBmV 40.9 dB 0 0 3 Locked QAM 256 3 525000000 Hz 2.5 dBmV 40.3 dB 0 0 4 Locked QAM 256 4 531000000 Hz 2.7 dBmV 40.3 dB 0 0 5 Locked QAM 256 5 537000000 Hz 2.7 dBmV 40.3 dB 0 0 6 Locked QAM 256 6 543000000 Hz 2.5 dBmV 40.3 dB 0 0 7 Locked QAM 256 7 549000000 Hz 2.5 dBmV 40.3 dB 0 0 8 Locked QAM 256 8 555000000 Hz 2.5 dBmV 40.3 dB 0 0 9 Locked QAM 256 9 561000000 Hz 2.2 dBmV 40.3 dB 0 0 10 Locked QAM 256 10 567000000 Hz 2.4 dBmV 40.3 dB 0 0 11 Locked QAM 256 11 573000000 Hz 2.4 dBmV 40.9 dB 0 0 12 Locked QAM 256 12 579000000 Hz 2.4 dBmV 40.3 dB 0 0 13 Locked QAM 256 13 585000000 Hz 2.7 dBmV 40.9 dB 0 0 14 Locked QAM 256 14 591000000 Hz 2.7 dBmV 40.3 dB 0 0 15 Locked QAM 256 15 597000000 Hz 2.7 dBmV 40.3 dB 0 0 16 Locked QAM 256 16 603000000 Hz 3.0 dBmV 40.9 dB 0 0 17 Locked QAM 256 17 609000000 Hz 3.0 dBmV 40.3 dB 0 0 18 Locked QAM 256 18 615000000 Hz 2.5 dBmV 40.3 dB 0 0 19 Locked QAM 256 19 621000000 Hz 2.5 dBmV 40.9 dB 0 0 20 Locked QAM 256 20 627000000 Hz 2.4 dBmV 40.3 dB 0 1 21 Locked QAM 256 21 633000000 Hz 2.2 dBmV 40.3 dB 5 0 22 Locked QAM 256 22 639000000 Hz 2.5 dBmV 40.3 dB 0 0 23 Locked QAM 256 23 645000000 Hz 2.5 dBmV 40.3 dB 0 0 24 Locked QAM 256 24 651000000 Hz 2.7 dBmV 39.9 dB 0 0 25 Locked QAM 256 25 657000000 Hz 2.9 dBmV 40.4 dB 0 0 26 Locked QAM 256 26 663000000 Hz 2.5 dBmV 39.9 dB 0 0 27 Locked QAM 256 27 669000000 Hz 2.7 dBmV 39.9 dB 0 0 28 Locked QAM 256 28 675000000 Hz 2.7 dBmV 40.9 dB 0 0 29 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0 30 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0 31 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0 32 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0 Upstream Bonded Channels Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 4 5120 Ksym/sec 16500000 Hz 45.5 dBmV 2 Locked ATDMA 3 5120 Ksym/sec 23000000 Hz 45.0 dBmV 3 Locked ATDMA 2 5120 Ksym/sec 29600000 Hz 45.5 dBmV 4 Locked ATDMA 1 5120 Ksym/sec 36100000 Hz 45.3 dBmV 5 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV 6 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV 7 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV 8 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV Current System Time: Wed Sep 5 17:53:11 2018 Hope this is the info youre looking for
Hello Environmom,
Thank you for your feedback regarding your experience with support. We'd like to help you resolve your issue(s). Please let me know if you still require assistance and I will be glad to help.
~Christian
- I need a new modem. Please advise how to go about returning my faulty modem
Smae thing happening here. CM700. Purchased 6/24/2018. Wasn't sure if it was the Xfinity signal, the router (also recently purchased), or the modem. After several hours on the phone with tech support (both netgear and Xfinity) it was determined that the modem is faulty. Ok fine.
BUT Netgear requires a credit card number and a payment of $17 to ship out another modem. I am sorry but no other company that I have dealt with requires you to provide a credit card number when their product is faulty and under warranty. On top of that, I live right down the street from a Netgear office. I have tried to get resolution from Netgear but they will not budge. There is an option where I can send back the faulty modem, and once they receive it they will send me another. I asked how long I will be without Internet if I choose that option and they would not say. They said it would be shipped from Tennessee!?!
Thing is, I live in San Jose California, in the heart of Silicon Valley.
The representatives on the phone will not budge, so the lost a long-time customer over a pos, cheap modem.
Has anyone else complained about this replacement policy? I am filing a complaint with the FCC and Dept of Consumer Affairs. This is terrible customer service. If I broke it, fine, I'll pay for shipping. I did not break it - it came to me broken. Netgear should fix it without screwing it's customers.
