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Question about Netgear Nighthawk cable modem and support
Hello Netgear, in May 2021 I purchased a Nighthawk Cable modem. It is supposed to have a 1 year warranty, right? It stopped working recently, it is constantly dropping Internet data and packets. C...
What is the brand and model of the host wifi router connected to the modem?
Please post a copy and paste of the modems connection status page.
Have the ISP check the signal and line quality UP to the modem. Be sure the ISP provisions the modem correctly.
Be sure there are no coax cable line splitters in the between the modem and ISP service box.
Be sure your using good quality RG6 coax cable up to the modem.
Ensure all coax connector fitting are sug and fit to the modems coax jack
Be sure to power OFF the modem for 1 minute then back ON.
https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Modems/m-p/1530376#M12853
https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router?article=24311
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html
Hello, the model is this:
CM1150V|DOCSIS 3.1 Nighthawk® Multi-Gig Speed Cable Modem for XFINITY® Voice
Yes, I did everything you suggested months ago. I checked and secured all cable connections myself (I am an IT admin with decades of wiring & cabling experience).
The modem was provisioned correctly last May when it was purchased and installed. It had been working perfectly fine since then until 2 months ago. Nothing was changed.
Comcast Xfinity came out and spent hours on 2 different occasions. They replaced any splitters, replaced every RG-6 coax cable, replaced connectors, and then they actually went as far as replacing the underground cable from the curb to my house (which was 20 years old from when the house was built). They tested everything right up to the modem itself.
But the modem still worked badly, constantly dropping packets, ping tests to Comcast IPs and regular web sites were incomplete 75%-80% of the time. Every 4th or 5th ping was good the rest were bad.
As soon as Comcast hooked up another modem the signal was perfect. But this is their modem which I have to rent. I bought this modem last May because it was a good quality Netgear device with a 1 year warranty and it is on Comcast's list of approved modems (they actually recommended I buy my own to save the rental fees a year ago).
I want to know how I can find out from NetGear why the one year warranty is not being honored? The web site will not even let me create a support case!
Thank you.