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Forum Discussion
CM1000 not recognizing computer and vice versa
So my internet connection died after 3 months of using the CM1000. Router would not recognize that modem is connected. I hardwired modem directly to my computer, and computer would not recognize mo...
connected with netgear support, but the person on their end had difficulty understanding english and could not assist in 50 min of 'ums' and 'uhs' and 'call your isp' we did 0 troubleshooting and naturally got nowhere. finally, she said 'your warranty is expired and i can sell you a service plan'. mind you, modem was first taken out of the box and turned on on march 25, 2019.
i was open to idea, and asked her how we would handle the situation if we were unable to resolve. after all, i just spent 50 min on intermittent holds and trying to explain what the problem was to someone who did not understand even until last minute. i asked if upon lack of resolution would the modem be rma'd, and she said no. i didn't see the point in purchasing support to keep talking to this useless person. appologies for being harsh, but if netgear goes back and listens to tape of our convo, they will either laugh or cry.
would appreciate if someone in the community can advise on how to diagnose a bad lan port on the modem or if there are any other suggestions given that i cannot connect to the modem to see config/diag screens.
> CM1000 not recognizing computer and vice versa
Not CM1000v2? Look at the product label.
What, exactly, does "not recognize" mean to you in this context? As
usual, showing actual actions with their actual results (error messages,
LED indicators, ...) can be more helpful than vague descriptions or
interpretations.
> [...] Router would not recognize that modem is connected. [...]
What is "Router"? Again, "recognize"?
> [...] I hardwired modem directly to my computer, and computer would
> not recognize modem either.
What is your "my computer"? Again, "recognize"?
> [...] ethernet light is off.
At last. If you can connect a known-good cable from the CM1000 LAN
Gigabit Ethernet port to a known-good Ethernet port on some other
device, and the two gizmos can't negotiate a good physical link, as
evidenced by their port-status LED indicators, or by some software
report from a computer OS, then I'd guess that the Ethernet port on the
CM1000 is fried (and probably not repairable).
You should be able to double-check the cable and router WAN/Internet
port by connecting the cable between the router WAN/Internet port and
one of its LAN Ethernet ports. Things won't work normally that way, but
the relevant port-status LED indicators should do better than "off".
> [...] no way to get into settings. [...]
You tried all possible ways? If the Ethernet port-status LED
indicators all say no-link, then you're probably doomed, but "I tried
everything" is not a useful problem description.
Visit http://netgear.com/support , put in your (actual) model number,
and look for Documentation. Get the User Manual. Look for
"Troubleshoot", and, in particular, Cannot Log In to the Cable Modem"
for the computer configuration needed to "try everything".
> Edit: Oh, and it's periodically resetting itself. [...]
Also not a good sign.
> [...] given that i cannot connect to the modem to see config/diag
> screens.
If it won't communicate, and it's under warranty, then Netgear should
replace it. All my Netgear junk was bought used, so I have no relevant
experience with actual hardware-warranty support, but I gather that
there's a Web form somewhere for requesting an RMA which does not
involve attempting to get interactive support from a useless person.
yikes. who hurt you?
i can't tell if i'm being chastised or helped. looks like you understood the issue i was having, so not sure what the writing lesson is all about.
here's some feedback for you. if you're trully interested in helping someone, you may say something like 'hey, i'd like to help, but not clear on a couple of things, could you please provide some details about X..." if you want to be perceived as a condescending know-it-all, please proceed, but it seems to take more effort than acting like a human being.
for those that may be having same issue as me in the future, and may need clarificaiton like you -
not v2
router = wireless router, which was connected to modem's single LAN port
cable is good known cable
router's config page did not see modem connected; hence 'did not recognize'
after failure, i disconnected router and connected modem to computer directly (tried 2 seperate windows PCs); LAN light remained off. entering modem's ip address in browser resulted in error; hence, 'did not recognize'
like you, i suspected a failed LAN port (as that's only method to connect to modem) but was wondering if there were other options to try to revive the modem. for example, if the failure is related to SW, may be there's something to be done.
Main things to check for is using two wired PCs with the modem for direct connections comparison. If both fail to connec to the modems web page or get any internet, then the modem would be at fault. If a factory reset on the modem fails to resolve anything, then the modem needs to be RMA or replaced.
yes, two seperate computers using two seperate ethernet cables. one known good one, one new from packaging failed to connect to modem. the activity leds on the computer/laptop ethernet ports did not show any activity either.
