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CM500V used to work with voice, does not after moving
Hello all, I have a CM500V which worked just fine for both internet and phone (voice) until we moved. The previous service provider was Xfinity / Comcast. The new service provider is also Xfinity / Comcast. When I made the move (from Michigan to Florida), Xfinity assigned me a new account number. After installation of my equipment and checking the phone lines in the FL home by a certified phone company (B&B Telephone of Port Charlotte), and of Xfinity connecting my service, the voice feature will not work. No dial tone.
After two service calls and a phone call from a higher up Xfinity supervisor, it was recommended I contact Netgear to "verify" the MTA address, so that Xfinity can (in their words) tunnel into it and change the user, thus activating the service. I should add that Xfinity is saying the MTA MAC address on my modem is assigned to another user. That other user would be me, in my former account up in Michigan. Xfinity does not have visibility into the user to tell me for a fact it is me, but there is no other option, since I bought the unit brand new a couple years ago.
Anyone provide any insight on how I can unravel this? When I go to the modem advanced page that tech support directed me to, the prompts I receive for voice are that line 1 and line 1 telephony are both disabled. I'm guessing those need to be enabled? Thanks in advance for pointing me in the direction to get this thing re-activated for voice. (Note, I did go through the factory reset of the modem, and that did not do anything. Modem firmware is the latest for Xfinity / Comcast per the list provided here on Netgear.)
So sounds like for people experiening this, users should reach out to NG support first and get help.
Glad they got it working. Please mark your thread and solved so others will know.
Enjoy. :smileywink:
23 Replies
The ISP needs to check there configuration and settings. There would be nothing NG can do if the modem had already previously worked on there network then you move to a different location with same ISP service. The ISP needs to check there configuration with the modem.
Check the phone lines to be sure they are in good condition.
Have the ISP check the signal and line quality UP to the modem.
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.Thanks FURRYe38
The cable input to the modem is RG6 coax (the internal house wiring). As this was a new-to-Xfinity account when we moved in to the house last month, a new cable had to be run from the box on the street to our house. That cable from their box to the side of our house is the orange RG11. So our supply (input) is good.
There are no splitters between the ISP (Xfinity) service box and the modem
Signal quaility and line checks have been verified by the ISP.
Had a bona fide telephone company (which coincidentally, is the same company the ISP uses for its commercial account telephone needs / issues in this area) check out the lines in the house. Everything toned out correctly and is wired correctly.
I have the same ISP (Xfinity) at our new house in Florida as I had in Michigan. BUT... a new and different account number had to be set up. Xinity had to do this as we are in a different region / zone. That is the key difference. The modem is not operating under the old account number we had in Michigan.
Xfinity tech support (including the internal level 3 tech support the field technician uses) can access the modem, and they can see the settings. We had the level 3 tech on speakerphone so I could listen in (I am a former tech in industrial automation myself so I understood the conversation). As tech support explained, they can see the MTA MAC address number, however their system shows that the MTA MAC address number is assigned to a "different" user. They cannot "see" who that user is to identify a name, just that the MTA MAC is already assigned. Further, Xfinity cannot just delete that user, and re-assign the MAC address to my modem / phone service, even though that MTA MAC address is plainly visible on my modem.
As I stated in the original post, I do believe the "other" user is me. The ISP had one account number for me in Michigan, where the voice feature worked. On moving to FL, because it is a different regional area, The same ISP (Xfinity) had to assign a new account number.
The two accounts have been unlinked. However the modem still shows being assigned to another user. The ISP says that only NetGear can free up the MTA MAC address, that there is nothing further they can do. In the level 3 tech's words which I wrote down as he was speaking, and I quote "Contact Netgear and have them verify the MTA address, so that Xfinity can tunnel into it and change the user in order to activate the service."
So, I am looking for a way to have Netgear verify the MTA address, or a way to assign my MTA MAC address internally. The advanced page on the NG site doesn't give me enough permissions (or I can't find them).