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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:
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: