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CM500V with Comcast - other Comcast landline callers cannot hear me when calling landline phone
I am one of a large number of people having a Comcast phone issue (caller cannot hear me) and the issue appears to be Netgear modem related so I would imagine that Netgear would help to resolve this ...
The steps below resolved the problem for me.
The problem has been resolved for several months and has not returned.
- browse to https://connect.xfinity.com/voice/settings/callforwarding
- login (if needed; perhaps re-browse to the address above thereafter)
- remove all numbers except 'home phone'
- disable 'home phone'
- enable 'home phone'
- perhaps remove 'selective call forwarding' numbers (?)
I did not test right-after doing this... I tested 1-2 weeks later (at which point it worked as expected). Therefore I am not certain that this is the fix but I have had a ticket open with Netgear for several months (nothing has been done) and no one has offered other solutions.
I do not disagree with the word "should" in "should be able to help"; however, we have reached out to the ISP (Comcast) and had the ISP send a tech to where we live to no avail... so if Netgear could provide 'an ounce' of support then it would be appreciated.
1) Does performing a Factory Reset restore the original firmware version that was installed on the Netgear modem when I purchased it? If so then the Netgear firmware version has not changed over the 2 years that I have owned the Netgear modem. If that is the case then is it true that nothing has changed on the Netgear modem and becaues a large number of people are having this issue then it is likely that Comcast changed something on their network to cause the Netgreat modem this issue (despite not causing other modems e.g. Arris) the same issue.
2) Is it possible to find out when Netgear firmware versions for Netgear modems were released? I do not trust that if I asked Comcast this question I would receive an accurate result.
3) Is it possible to install an older version of a firmware on a Netgear modem?
4) Has this issue ever occured with a modem and ISP before and if it did then what was the solution?
Thanks in advance
SF
"3) The Netgear CM500V modem has worked for me (internet and phone) for almost 2 years.
4) For the last 2 months when another Comcast caller from a landline phone calls my Comcast landline phone that caller cannot hear me. "
This being mentioned, if this has been working, then them modem would be probably fine. Something else has change, i.e. ISP service, phone line cabling or junction boxes may have got changes or possible water got into the box(s). Something the ISP needs to look closer into. Check the phone system, have the ISP ensure the configuration of the modem is set correctly. Check the phone devices connected to the modem as well. Swap out for different phone devices to test.
I edited the original response via adding question 1.
1) Does performing a Factory Reset restore the original firmware version that was installed on the Netgear modem when I purchased it? If so then the Netgear firmware version has not changed over the 2 years that I have owned the Netgear modem. If that is the case then is it true that nothing has changed on the Netgear modem and becaues a large number of people are having this issue then it is likely that Comcast changed something on their network to cause the Netgear modem this issue (despite not causing other modems e.g. Arris) the same issue.
We swapped coax lines from the Comcast junction box, we swapped phone-lines, we swapped phones (connected direct to the Netgear modem), we reprovisioned the Netgear modem, we rebuilt the Netgear modem on the 2nd phone line, and we reset the Netgear modem to factory default. None of these changes resolved the issue. Once we replaced the Netgear modem with the Arris modem the issue was resolved. So IMO it is either 1) a change to the Netgear modem (e.g. firmware) or a change to the Comcast network which appears to 'just' cause the Netgear modem the issue (because the Arris modem does not have the issue).
Hence the reason that I am interested in determining if something has changed on the Netgear modem (e.g. firmware).
Thanks in advance
SF
sferrell615 wrote:I edited the original response via adding question 1.
1) Does performing a Factory Reset restore the original firmware version that was installed on the Netgear modem when I purchased it? No.
If so then the Netgear firmware version has not changed over the 2 years that I have owned the Netgear modem. If that is the case then is it true that nothing has changed on the Netgear modem and becaues a large number of people are having this issue then it is likely that Comcast changed something on their network to cause the Netgear modem this issue (despite not causing other modems e.g. Arris) the same issue. Anything is possible when it comes to ISPs.
We swapped coax lines from the Comcast junction box, we swapped phone-lines, we swapped phones (connected direct to the Netgear modem), we reprovisioned the Netgear modem, we rebuilt the Netgear modem on the 2nd phone line, and we reset the Netgear modem to factory default. None of these changes resolved the issue. Once we replaced the Netgear modem with the Arris modem the issue was resolved. So IMO it is either 1) a change to the Netgear modem (e.g. firmware) or a change to the Comcast network which appears to 'just' cause the Netgear modem the issue (because the Arris modem does not have the issue).
Hence the reason that I am interested in determining if something has changed on the Netgear modem (e.g. firmware).
I would have the ISP look at the FW update history. Again, if the modem had been working up till recently, a FW update may have changed that...- Ok. Will do.
No clue how often issues occur with modems and ISPs but it'd be nice (for troubleshooting purposes) if the Netgear modem at the least listed when it's firmware was last updated and even better if it listed it's firmware install history.
Thanks for your quick responses.
SF