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epotratz's avatar
epotratz
Initiate
Sep 07, 2017

False and misleading advertising for CM600 Modem

To whom it may concern, My local Portland OR Comcast technicians have said they do not have the proper boot file to allow the CM600 to work with the 1 Gigabit service. They have also confirmed this with Tier 3 technical service. In fact the CM600 Modem will not work beyond 100 Mbps with the 1 Gigabit service. Comcast technicians show: The following boot file is loaded on my CM600: d11_n_cm600_default_c01.cm But it should be something like this, but Comcast does not have the proper boot file: d11_n_cm600_gigabit_c02.cm This is false and misleading advertising by Netgear to advertise that this modem is certified compatible with Comcast Xfinity, and can achieve speeds up to 960 Mbps, but the CM600 will not operate above 100 Mbps with Xfinity Comcast. (Yes, the modem has the latest V1.01.14 firmware) I have already talked to Netgear support on the phone for about 45 minutes on this issue and they cannot help me. This is ripe for a class action lawsuit, however all I want from Netgear is a credit for my original $129.99 purchase from Amazon (which is now past the return date) or a CM1000 replacement. Please advise.

2 Replies

  • vkdelta's avatar
    vkdelta
    NETGEAR Employee Retired
    Sep 07, 2017

    CM600 is technicaly capable of PHY rates of 960 Mbps (actual TCP rates will be lower). This does not mean it is certified for Comcast/Xfinity gigabit Service.

     

    comcast enables 24x8 modems (not just CM600 but any vendors 24x8 unit) for mostly 250/300 Mbps extreme service and 400 Mbps Extreme service in some areas.

     

    for Gigabit service, customer needs to buy a DOCSIS 3.1 modem on Comcast. 

     

    where does NETGEAR or COMCAST say that CM600 will work with 1000 Mbps (or 1 Gbps or Gigabit) service? 

     

    • epotratz's avatar
      epotratz
      Initiate
      Sep 07, 2017

      See the CM600 info published on this page: http://www.netgear.com/home/products/networking/cable-modems-routers/CM600.aspx

       

      "Certified for XFINITY® from Comcast"

      "Up to 960 Mbps‡ download..."

      "The CM600 cable modem supports up to 960Mbps and can be used with your provider's fastest cable internet speed tiers."

       

      Based on this, any reasonable consumer would assume that this means they can achieve at least 960 Mbps with ones "fastest cable internet speed tier." (e.g., 1 Gigabit)

       

      So I would expect at least something close to 960 Mbps on the 1 Gigabit plan. On previous generations of DOCSIS modems, like DOCSIS 1.0 and 2.0, you would always get atleast the maximum rated capacity the modem could provide, even though you may be on a higher capacity broadband plan. But with the CM600 I see no possible scenario where the modem could evn approach 960 Mbps. In fact, the fastest speed this Modem can support given Comcast's services is 250 Mbps. That should have been clearly indicated on the CM600 product page.

       

      If you have a customer satisfaction department, I would very much appreciate a credit $129.99 credit towards a CM1000, since I can no longer return my CM600.