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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:
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?
My service plan is the triple play package, with 300mbps, 200+ channels and voice. What's referred to as Triple Play (or used to).
However, while searching for this information in the Xfinity website, I noticed soemthing which may or may not be relevant. For the modem, they have listed the serial number incorrectly. What is displayed is actually the CMAC address. It is NOT the serial number of the device itself. I wonder if that may be part of the problem. I'm going to try to see if that gets resolved and fixes this issue. In the meantime, I have purchased (but not yet opened) a CM1150V modem, I'll hold off until the serial number issue gets straightened out.
Well, another 2 hours in chat with different Xfinity agents, and no resolution. The second person in chat was supposedly a supervisor, who finally said that he changed the device serial number listed on my Devices page. If he did, it has not refreshed yet on my Xfinity account page, even after resetting the modem. The supervisor also said that the MTA MAC is not listed in my account, that it is assigned to another user. I beleive that other user would be me, under my old and now deleted XFinity account.
Can you confirm that if Xfinity has the CMAC address listed as the serial number that the device will not recognize voice service? That is what I believe is happening.
Any clue from your end on why the MTA MAC would not be showing up in my profile and supposedly still tied to another user? Doesn't make sense since the CMAC and MTA MAC are only one digit different.
Finally, any chance you interface with Xfinity and have a contact there I can reach out to directly to get this resolved? Please pm me if you do. It's getting old going through the basics with each agent. The supervisor today told me I need to talk to the avanced tech team to get the MTA MAC added to my account and gave me a phone number. GREAT, I thought. Until I just tried it and its the main number for Comcast 😝 So I get to start over yet again!
what device you have on account currently?
can you activate CM500V via web portal or new Xfinity app (they have added an option to activate device in latest app)?
The device on account is correct, its the CM500V. The issue I believe, is that the original tech who came to the house improperly input the CMAC address instead of the device serial number as I explained above.
I have not tried to re-activate the same device. I will try that over the weekend. I don't do that activity during the weekdays, if only because the modem as it functions now is also used for work, and don't want to compromise that or keep it down for any length of time.
Thank you. In the meantime, can you give me any thoughts on my previous notes?
DM me following
Comcast account #
Comcast account holders name
Comcast account holders phone
CM MAC
MTA MAC
Package subscribed to.
screenshots are ok. No specific functionality issues.
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 am glad to report that several weeks after solving the problem with my NetGear CM500V that everything is still working just fine. While I still don't know what the exact fix was, the main thing is that everything works! For those that don't want to read back, the readers digest version is that our phone lines did not work with the CM500V modem after we moved from MI to FL. Comcast was out twice phsically. I also had a phone company (Comcast certified) out to check out the lines. Everything was found to be in order, yet we had no voice (phone) service. I had easily a dozen chat sessions with Comcast / Xfinity tech support. One session alone ran over four hours where the problem continued to be escalated, yet no one could solve it. I was finally told I needed a new modem, that the current configuration for Comcast voice was no longer supported by the firmware for the CM500V modem.
Out of frustration I came to the Netgear forum to see if I was being handed a bill of goods by Comcast. Again, short version is that I was. I got a response from FURRYe38 , who, after some background on the problem, ended up getting me in touch with @vkdelta in Netgear engineering. vkdelta collected my account info and reached out to Comcast, presumably in their engineering department. A few days later vkdelta asked me to check my phone, and finally, after seven weeks, I finally had a dial tone!
Thank you Netgear Forum, and THANK YOU to vkdelta and FURRYe38 for responding to me, and for helping me with this problem. If you ever have time, I'd be curious as to what the actual fix was that seven weeks of tech support at Comcast / Xfinity could not resolve! (As a side note, about the time vkdelta got involved, my xfinity stream also stopped working. I was getting cache full errors on my Mac. Happened one day to the next. Streaming had been working fine here at our new house up until then. Even clearing out cache did not fix the issue. However, once the phone line issue was fixed, miraculously {imagine that} the streaming issue was also fixed. Rest assured you guys have a Netgear customer for life after the support you've given me!!
Glad it got fixed. Ya, would be nice to know what was fixed however glad its up and running now. Thank you for letting us know.
Enjoy. :smileywink: