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Forum Discussion
CM1100 No Longer Compatible with Xfinity Due to Security Software
Xfinity sent out an email that my CM1100 modem is no longer compatible with the 800 Mbps plan even though the specs on the device exceeds that. Xfinity's initial reason was due to INCOMPATIBLE BASED ON FILTERS. In reaching out, they provided the following response:
"The security software version of the modem is an older one hence comcast does not support modem security, kindly update the software..."
When I expressed that I thought the ISP controls the software, they indicated:
"Xfinity only updates the firm ware on the modem , the security software is itself provided by the manufacturer which also needs to match with the signal that we send, it is due to this that the error message has popped up."
In reviewing Netgear site, it indicates that most models firmware is controlled by the ISP. I see no mention of this security software they are talking about or a way to do any software update, including the firmware, looking through the modem interface. Any thoughts and/or help would be very appreciated.
41 Replies
There isn't really any security software to a modem. The router has firewall/security software but not the modem.
If xfinity is saying it isn't compatible, there's going to be having a lot of users with incompatible modems as the cm1100 is a newer modem
Your CM1100 is fine. It is a DOCSIS 3.1 certified cable modem. It will provide service on the Xfinity cable system for years to come. Xfinity has really gotten out of line with their "notices" trying to up sell you something you do not need or really want. Xfinity in particular targets users that own their own modem and do not rent a modem.
The only limit on your modem is the output ports that are rated at 1 Gbps.
What is the throughput tier of the plan you purchase from Xfinity? If it is anything above 1 Gbps, you should consider saving some money by downgrading to a less costly plan.
Have you checked to see if the speeds have changed?
DarrenM
- I have been running a number of different speed test. It has been bouncing around a little more and has been a little lower, especially with Xfinity's soeed test. I was at 600 Mbps plan and saw upper 500s Mbps into 700s Mbps range. Test over last day been more mid 500s Mbps but the one I just ran went over 700 Mbps again. I can't help to wonder if Xfinity sends out the notice and does something.
What Firmware version is currently loaded?
Please post a copy and paste of the modems connection status and event log page.
https://kb.netgear.com/30007/How-do-I-obtain-the-cable-connection-information-from-a-NETGEAR-cable-modem-modem-router
https://kb.netgear.com/30008/How-do-I-view-or-clear-the-event-logs-on-my-NETGEAR-cable-modem-or-modem-routerBe sure your using a good quality LAN cable between the modem and router. CAT6 is recommended.
What is the brand and model of the host wifi router connected to the modem?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#M12853
https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html
https://highspeed.tips/docsis-events/ISPs don't seem to notify there users of any changes in service sometimes.
I'd contact the ISP to check to see which speed tier they have you on. CC/XF changed there speed tiers last year and seem to have removed the 1GB plan and split it into a 800Mb and 1.2Gb plan. This cause some issue with other NG products that don't support 1.2Gb speeds with 1Gb max supporting products.
