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Netgear CM1000 activation woes
This post is for the Netgear CM1000 Docsis 3.1 gigabit modem. The tag for this product is still not available maybe beacause it does not officially ship for a few more days. I used the CM500 as a pla...
Hello Tapakai
This is a known issue with the FW on this unit I suggest contacting support for a RMA to resolved the issue with the CM1000.
http://www.netgear.com/support/contact.aspx?cid=wmt_netgear_organic
DarrenM
Thanks for responding Darren.
I will go the RMA route.
I am giving up on the Netgear CM1000.
Netgear Support confirmed that my activation timeouts are a known issue with the FW of the modem. They also told me that they do not have a fix yet. They had the gall to tell me to buy a different model. They claim that this might be an issue only with Xfinity customers and not TW or Cox customers. This modem ironically is advertised as certified to have a self service provisioning flow with Xfinity prominently on the box and website (says nothing about TW or Cox). Netgear also wanted to charge me shipping to RMA it to them for a working version at some unknown date in the future. I plan on returning the modem to Fry's and get a refund.
This modem is showing as sold out on Amazon. Looks like 73% who looked at it on newegg bought it. I am told by Netgear that these modems also have the same faulty firmware on them. I assume quite a few Xfinity customers will get their hands on this modem with the faulty firmware, once these start arriving in a day or two. They are in for a lot of pain.
As it stands today the firmware is not customer updatable. Maybe Netgear will provide a script at some stage that one can telnet in an run on the modem, so this modem can at least finish the startup procedure and come online on the Xfinity network. One does not exist today and the exisitng modem webconsole is not capable of upgrading the firmware.
This has been a bad customer experience with Netgear. I will rethink my future purchases of Netgear products.
Thanks for this. I was looking to swap out my Arris SB6190 with the Puma 6 chipset (same as CM700), but it seems I'm better off waiting until the CM1000 matures a bit more.
I am going the same route and waiting until the problem is resolved.
What is a little strange is, there are some people who have this modem and Comcast who have had no trouble with it.
Amazon says it's out of stock and I can expect delivery between Jan 25th and Jan 27th 2017.
With that much time, maybe Netgear or Comcast will have it figured out.
Netgear support reached out to me today, offering to replace the modem without me having to pay for shipping. But as I said in my previous posting, I returned the modem to Fry's for a refund.
They have a firmware fix now it seems and the firware fix is not customer installable. So customers with defective modems will have to ship them back for a replacement. Modems with the fix are not available in stores yet. They told me they will call me back when the firware fixed modems are available in stores.
I will wait for a call or confirmation before buying another. Don't want to go through the hassle of trying another one and then shipping it to Netgear to get one with the proper firmware.
Customer's experience with this modem will vary depending on which stage of the docisis 3.1/ipv6 rollout that particular area is currently at and also if the proper modem profiles exists in those regions for the CM 1000.
So yes, it is best to wait for a month or two. I am guessing they will be refurbishing a lot of these first batch of modems. I think places like Amazon as showing long ship times now because they are in process of updating the firmware on modems that have not shipped.
