NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.
Forum Discussion
Nighthawk CM3000, FW 6 .01.03 randomly disconnects from internet
I have been working with Xfinity for a month now, had my cable wiring replaced inside the house to the modem, had the wiring inspected outside the house, still have random disconnects. Xfinity says everything is great on their end... trying to get ahold of Netgear but am outside of my 90 day window... purchased the modem last November... requesting a replacement. Any help for this issue? Am attaching a copy of the event log.
20 Replies
What ISP Speed package UP and Down do you have with the ISP?
Do you know if your on the midsplit tier with the ISP?
Please post the cable connections status page here.
Any Criticals, Errors or Warnings seen in the event logs needs to be reviewed and resolved by the ISP. Indicates a signal issue on the ISP line up to the modem.
I recommend asking the ISP to downgrade the FW back to prior version. There has been some posts from users reporting this version v6 FW is having issues. NG has been make aware of it.
I have requested that from the ISP, the people from India on the phone insist I must contact Netgear, even when I inform them that THEY are the ones distributing the firmware.. so frustrating!!! Attached is all the info, thank you so much!
What ISP Speed package UP and Down do you have with the ISP?
Do you know if your on the midsplit tier with the ISP?
Could reach out to the CC/XF team over on reddit and talk to someone there. There is one particular user there at that ISP that could maybe help get the modem downgraded in FW. Not sure if I would have great confidence in there support team overseas.
I would have the ISP check those Criticals in the event logs as well.
once you get to a certain point with xfinity, sometimes you actually need to rent their device to see if there is still an issue. if there is, they can't blame it on the "third party device" anymore. Your logs/levels indicate a line issue but proving it is hard if they've already been out
The tech came out today... agreed that it is the firmware... the tech says the FW downloads are automatic and there is no way to roll them back. The techs have zero communication with engineering and can only log the problem.. reached out to the Reddit folks and got the same response there... Their solution is to use Xfinity HW.. I've spent a ton on this modem and a very expensive Orbi Mesh system... I have since downgraded to the CM1150V which has lag issues but appears more stable. Wishing someone would own and address these FW problems, this whole process is exhausting.
My Modem was purchased last October and still under the 1 year warranty, I have requested a new one... don't think that will solve the issue, but its the only affordable option left.
Ya the ISP can only upgrade or downgrade the modem. And the ISP can downgrade as well, if you can get to the right people there. Ya, ISP will always point to there HW.
I know that NG is looking into the newer FW issues on the CM3000. Just won't know anything beyond that.
Can you please put your CM3000 online. NG would like to help get the FW back to prior working version...Please have it online by this Sunday.
will do that TODAY! THANK YOU!
I have reactivated CM 3000 on my account... only the power and downstream lights, plus the 5th flashing blue lights are active.. the upstream and globe lights remain unlit.. Xfinity scheduled me for another tech appt tomorrow morning
Ok.
If something happens and you need good internet, could leave it until say Sunday night or maybe early morning on Monday.
If you see the tech, let them know the ISP is going to revert FW back.
