NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.
Forum Discussion
Solved
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 Xfinit...
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:
I would try a forum moderator to see if they can help you. This is support is at the ISP or NG support level.
Thank you for your time and attention, FURRYe38 Greatly appreciated. I'll stand by for a forum mod to comment. Have a great rest of the day and week.
MTA MAC is already burned into the device and cannot be changed or modified.
I dont think there is any problem with MTA MAC.
the problem here is Comcast still has your old account open. They need to COMPLETELY REMOVE the Modem from your OLD ACCOUNT and then REPROVISION the modem in new account. It looks like ONLY DATA provisioning was removed and VOICE PROVISIONING was not removed from the old account.
Thank you, vkdelta Appreciate the info.
I had spoken with the supervisor (Jonah) of the Xfinity technician who was at our home last week. He was the one who suggested I contact Netgear, and then get back to him. Jonah gave me his direct line to call him back on when I got any feedback. As an interim update, I have two calls in to Jonah so far (one yesterday, one today). No response so far. After I speak with him and relay your information hopefully this thing will be resolved. I'll share whatever I learn as we move forward, as I'm sure you'll want to know for the future as well.
Thank you again.
vkdelta I wanted to get back to you after FINALLY working through things with Xfinity, regarding the lack of voice service. I was in text chat and on the phone with nine different representatives and supervisors yesterday, for a total of 4.5 hours. I think I finally wore them down and wore them out, LOL!
At the end I was in chat with a voice supervisor going by the name of Guarav. They were the most knowledgeble of the bunch. In the end, he shared that the docsis 3.0 standard is the issue. My CM500V modem continued to work as long as it was connected to Xfinity at my former residence in Michigan. Once I unplugged it and transfrerred it to our new home in FL, and re-initiated Xfinity service, their system could no longer "see" my modem, more specifically the MTA MAC. The CMAC portion works just fine, of course.
Guarav's recommendation was for me to get a new modem, docsis 3.1 with Emta. He said there is nothing further they can do with connecting to the modem I currently have, which I purchased in early 2018. So, off to purchase a new modem. Wasn't expecting that, but here we are. I'll remain plugged into this thread, and follow up again once I have a new modem up and running, to let you know whether it worked or not.
Once again, appreciate the earlier response.
Les
what level of service do you have?
this looks like serious level of mis-information from Xfinity reps UNLESS you have higher service tiers which are no longer compatible with your device.
Also, it does not make sense the CM works and MTA does not. That does not sound correct.
what service tier do you have?
