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Wrong CM1100 Firmware
Netgear says the CM1100 current firmware should be V6.01.07. The modem reports that the installed firmware version is V7.01.01, which is the correct firmware for the CM1000. I have done the factory r...
-FURRYe38 wrote:Then you need to contact CC and have them double check your modem to be sure they have pushed the right version to the CM1100:
They need to check on these conditions and logs your seeing aswell.
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If only I could reach them...
i've just spent 2 hours, first with Comcast, then at the end with a Netgear rep.
The Comcast people at five different levels said they couldn’t do it, and referred me to a Netgear rep “expert” who wanted to sell me a year Tech Support subscription. The most helpful person was the on-line chat person (level 2) who responded after navigating the Comcast chatbot. He checked signal levels, etc., said it looked good from his end but couldn’t help with the firmware provisioning. He scheduled a call-back with the next level. Unfortunately, the call-back was identified by Verizon as spam and directed immediately to voice mail. After checking voice mail, I reached a Comcast person (level 3) who wanted to send a tech out to help me update my firmware. The next Comcast person level (4) agreed with level 3 that Comcast didn’t control the firmware provisioning. After much protesting, this person sent me to level (5) after another person at level 4 came on the line to tell me that the previous person was wrong, and that the problem was because I was using customer-owned equipment. Since it was a Netgear product, they would send me to a Netgear specialist. She didn’t mention that the person was employed by Netgear; the implication was that she was a Comcast employee who “knew” Netgear products. So I was sent to the subscription salesperson. When I declined, she said she would send an article to “help me update the firmware.” The article was about routers, not cable modems.
Netgear’s info pages state unequivocally that only the ISP can provide (or update to) the correct firmware, and shows V6.01.07 to be the latest version. I am planning to write a letter to Comcast. I could try the phone tree again, but it seems that the chances of reaching the router-provisioning level are very slim.
Thanks to all who responded, stay well, and Happy Thanksgiving.
Have the ISP check the signal and line quality UP to the modem. Be sure the ISP re-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.
Be sure to power OFF the modem for 1 minute them back ON.
https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Modems/m-p/1530376#M12853
FURRYe38 wrote:Have the ISP check the signal and line quality UP to the modem. Be sure the ISP re-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.
Be sure to power OFF the modem for 1 minute them back ON.
https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Modems/m-p/1530376#M12853
Thank you for responding. Perhaps I should simply assume the CM1000 firmware is compatible with the CM1100, even though Netgear specifies another version. My current logs are identical to the logs immediately following the factory reset, except for the numbers of unerrored codewords which obviously have increased. My download speed, measured on a wi-fi laptop some distance from the router, is currently 139 mbps and upload speed around 11 mbps. I suspect the problem is upstream- nothing is happening here to affect it. We just went through an extended period of high winds. Our lights flickered a few times but the 'net stayed up.
It gets back to my uncertaintiy about compatibility. The connection can remain "clean" for two or more weeks, then drop, usually overnight.
Your assumpthion would be incorrect. The Cm1000 and 1100 are two different units.
I
FURRYe38 wrote:Your assumpthion would be incorrect. The Cm1000 and 1100 are two different units.
Thanks for responding, but I did not assume the two units are the same. My question is whether the CM1100 will perform as expected when running the CM1000 firmware. I know it "works" but would the correct firmware provide more stability? I'd have to assume the firmware version numbers are different for a reason.Also hardware. There are differences between the 1000 and 1100. Also no ISP would probably ever push cross model FW to a different model modem. :smileywink:
Stability comes from the ISP side and providing a good solid stable and clean signal to the modem. Doesn't really matter of FW version. Then the wifi router thats connected would be the next item to be sure thats working well. These can be problematic leading users to think there is a modem issue when there isn't.