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Forum Discussion
Comcast Compatibility - Configuration Questions
I have a new AX2700 Cable Modem/Router that I have had for less than a month that I purchased to replace an equivalent Comcast product that I was renting. Everything in my network works fine excep...
I have gone through a little over a month of trying to get my new Netgear modem/router to work with Comcast and I have not been successful in getting it to work reliably. Sometimes it works, but in the latest round of problems, the cable modem/router went offline from Comcast in the middle of the night and lost the connection to Comcast. Netgear support told me that the Upstream Power Settings were too high and I needed to tell Comcast to reprovision the modem/router. I was on the phone with Comcast for over two hours and they tried several times to reprovision it but were not successful. I'm caught in the middle between Netgear and Comcast. Netgear says it is a Comcast problem and Comcast has been unable to do anything to resolve it. I have decided that it is two difficult to get the Netgear modem/router to work with Comcast and I am going to return the Netgear modem/router for a refund and go back to the equivalent Comcast modem/router.
How do I go about returning the modem/router to Netgear for a refund? It is a little over a month old. I purchased it at Best Buy; and unfortunately, it is outside of the Best Buy return window. Please let me know how I can go about returning this to Netgear for a refund.
Thanks,
Hi ChuckC3,
Good day!
Thank you for reaching out. We are sorry to hear about your experience with the modem. We love to work with you directly to get this issue resolved.
Please DM your case number and we'll escalate your concerns to our Customer Care team who can help get your case back on track.
Please do not hesitate to let me know if you need further assistance.
Regards,
Oliver
Community Team
- Thank you for your offer to help. I decided to return the Netgear Cable Modem/Router to Best Buy where I purchased it and I will go back to the standard Comcast Cable Modem/Router.
Hi ChuckC3
We are really sorry again for the inconvenience this has caused you. Rest assured that your feedback will help us improve our product and services in the future. We hope we can still regain your trust.
Regards,
Oliver
Community Team
- Thank you. It would be helpful if you did more testing of this with a real Comcast network and publish whatever configuration settings are needed to make it work with Comcast. The product is advertised as compatible with Comcast and is approved by Comcast for their network. Ideally, you should be able to:
1. Unplug the Comcast Modem/ Router
2. Plug the Netgear Modem/Router in its place
3. Activate the new Netgear Modem/Router with Comcast
4. Have Comcast provision the Netgear Modem/Router on their network
All of that should be done without extensive configuration setup of the Netgear Modem/Router and there should be detailed guidelines for any configuration settings required for the Netgear Modem/Router. It should not require advanced technical skills just to connect this to the Comcast network.
Hope that helps…