It dropped connections after a few months and can't connect to Xfinity anymore, the same thing happened to numberous other buyers too. The Netgear company is the worst customer service ever in the world. It won't send me a replacement because it required me to pay additional $90 to troubleshoot by phone service first even though it is still under 1 year hardware warranty. I would never buy Netgear product anymore. Some one can tell me how to get a refund or replacement ?

1.this is the community forum. Members of the public helping out. 2. You can go through rma without needing the $90 support. click mynetgear at the top, register an account and then your product, then theres an option for support/rma3. How do you know the modem is bad? potentially thats why they wanted you to pay the $90, to help fix the issue and not just rma a product when its a line issue? We are here to help out. Tell us what all symptoms there are in details, not just "it doesn't work". What are the lights doing? Log into the modem and take a screen snip of both your modem logs and your modem connections page. This will tell us signal issues.also, remove any splitters, attenuators, amplifiers from your line. Prefereablly move the modem to directly where the line comes into your home. If thats not possible, inspect the line for wear, damage, kinks, moisture in the line, poor connections, loose connections, etc. These can cause all types of issues. What is all plugged into the modem? The CM1200 has 4x ports but unless you have a business line with xfinity or a router capable of wan aggregation, then only 1 of the ports is usable. make sure you're on port 1 and have nothing plugged into the reset of the ports. If you had other things plugged in, unplug them and reboot the modem and router.What router are you using?

the modem is CM1200, I am only using the first port, used to working well, all lights are green, no issues. after 4 months, stopped to connect to the Xfinity, but still all lights are green. I replaced with my old SB6141, no problem. then I switch back the CM1200, no connection. Xfinity technician came to my house to check, their cables have no issues. Login to 192.168.100.1 to check modem status, everything seems operational, but still no connection, then replaced with my old SB6141, get connected. everything you mentioned here, I tried. I goes to the support/RMA page, it redirect me to phone call support, it still need me to pay $90. Ridiculous, are they? I have a defective product which is still under 1 year hardware warranty, but I can not get it either fixed, replaced or returned. Is there any company's customer service in the world like Netgear, name it please.

SB6141 uses docsis 3.0cm1200 uses docsis 3.1they're different require different levels/issues.It wouldn't be the first tech that didn't know what he's doing.If you want help, the screen snips help to show the connection.

the defective CM1200 (docsis 3.1) used to work, right? does it ? thanks for your input anyway. It will be great that you can help me if I upload the snips here.

leretrim wrote:the defective CM1200 (docsis 3.1) used to work, right? does it ? thanks for your input anyway. It will be great that you can help me if I upload the snips here.It might have worked fine before. But weather can change signal leves, other peole on your node getting disconnected/connected can mean techs bum/hit your line and cause issues, getting hot/cold can loosen connections. Many thing can change the signal or cause issues.And again, I've had to go through 3 technicicans before to get an issue fixed because their only goal is to get in/out as fast as possible as they only get so much time for each job. So they're very good at saying "its your equipment causing the issue". And it sure could be. I'm not saying it isn't your modem. I'm just saying a 2nd set of eye looking at the small parts we can look at helps.

CM1200 dropped connections after a few months and can't connect to Xfinity anymore

11 Replies

plemans
Guru - Experienced User
Dec 28, 2019
1.this is the community forum. Members of the public helping out.
2. You can go through rma without needing the $90 support. click mynetgear at the top, register an account and then your product, then theres an option for support/rma
3. How do you know the modem is bad? potentially thats why they wanted you to pay the $90, to help fix the issue and not just rma a product when its a line issue?

We are here to help out. Tell us what all symptoms there are in details, not just "it doesn't work". What are the lights doing? Log into the modem and take a screen snip of both your modem logs and your modem connections page. This will tell us signal issues.
also, remove any splitters, attenuators, amplifiers from your line. Prefereablly move the modem to directly where the line comes into your home. If thats not possible, inspect the line for wear, damage, kinks, moisture in the line, poor connections, loose connections, etc. These can cause all types of issues.
What is all plugged into the modem? The CM1200 has 4x ports but unless you have a business line with xfinity or a router capable of wan aggregation, then only 1 of the ports is usable. make sure you're on port 1 and have nothing plugged into the reset of the ports. If you had other things plugged in, unplug them and reboot the modem and router.
What router are you using?
- leretrim
  Tutor
  Dec 28, 2019
  the modem is CM1200, I am only using the first port, used to working well, all lights are green, no issues.
  
  after 4 months, stopped to connect to the Xfinity, but still all lights are green. I replaced with my old SB6141, no problem. then I switch back the CM1200, no connection. Xfinity technician came to my house to check, their cables have no issues.
  
  Login to 192.168.100.1 to check modem status, everything seems operational, but still no connection, then replaced with my old SB6141, get connected.
  
  everything you mentioned here, I tried.
  
  I goes to the support/RMA page, it redirect me to phone call support, it still need me to pay $90. Ridiculous, are they?
  
  I have a defective product which is still under 1 year hardware warranty, but I can not get it either fixed, replaced or returned.
  
  Is there any company's customer service in the world like Netgear, name it please.
  - plemans
    Guru - Experienced User
    Dec 28, 2019
    SB6141 uses docsis 3.0
    cm1200 uses docsis 3.1
    they're different require different levels/issues.
    It wouldn't be the first tech that didn't know what he's doing.
    If you want help, the screen snips help to show the connection.

Forum Discussion

CM1200 dropped connections after a few months and can't connect to Xfinity anymore