CAX80-100NAS with Xfinity wifi texting failing

[DayneJake1]

We have Xifinity internet and Xfinity mobile.  The AX6000 was purchased by us and then connected to Xfinity.

Starting in December, both my wife and my Samsun Galaxy S21 phones started having issues with texting when on our home wifi..  Text messages won't send, They sit at queued or sending and won't receive we see them stuck at downloading.  If we turn off the wifi and are just on the Xfinity mobile, the messages immediately go through.

The phones work just fine on any other wifi network.

Here are the details of the AX6000:

Hardware Version 1.01
Firmware Version V2.1.5.2
Cable Firmware Version V1.02.08

We have worked with Xfinity on the phones by resetting the network and even replacing the SIM cards.

The issue still persists.

Thinking it has to be something in the AX6000 since it seems to only be when we are connected to it via wifi.

Any one have any ideas?

[FURRYe38]

The CAX80 gateway modem doesn't or shouldn't be filtering or blocking MMS or text messages. I've not seen this on mine ever. 

Be sure to disable any MAC Address randomizers on phones and pads while at home:
https://community.netgear.com/t5/Nighthawk-App/NETGEAR-Mobile-Applications-and-Apple-Devices-FAQ/td-...

Try disabling the following and see:
Armor, Smart Parental Controls or Circle, Traffic Meter.

What channels are you using? Auto? Try setting manual channel 1, 6 or 11 on 2.4Ghz and 40 to 48 channel on 5Ghz.

Please post a copy and paste of the modems connection status and event log page.
https://kb.netgear.com/30007/How-do-I-obtain-the-cable-connection-information-from-a-NETGEAR-cable-m...
https://kb.netgear.com/30008/How-do-I-view-or-clear-the-event-logs-on-my-NETGEAR-cable-modem-or-mode...

[DayneJake1]

event log and connection diagnostics attached.

[DayneJake1]

event log attached

[DayneJake1]

Changing phone to not random didn't work.

[FURRYe38]

Ok, power levels are ok. 

We see correctables and un-correctables that should be zeros here.

A couple of Criticals in the events log. 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.

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. 
Start with removing any amplifiers, signal attenuators, or splitters from the coax.
From there check the line for kinks, damage, moisture in the line.
Check the connectors for improperly made ends, foil touching the copper coax line, loose connections, bad/old/cheap connectors, or corroded connections. Replace them if you do.
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-Mod...
https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html
https://highspeed.tips/docsis-events/

Try disabling the following and see:
Armor, Smart Parental Controls or Circle, Traffic Meter.

What channels are you using? Auto? Try setting manual channel 1, 6 or 11 on 2.4Ghz and 40 to 48 channel on 5Ghz.

Has a factory reset and setup from scratch been performed yet with a wired PC and web browser? 

https://kb.netgear.com/22697/How-do-I-install-my-NETGEAR-router-using-the-router-web-interface
Recommend setting the default DHCP IP address pool range to the following after applying and a factory reset: 192.168.#.100 to 192.168.#.200.
https://kb.netgear.com/24089/How-do-I-specify-the-pool-of-IP-addresses-assigned-by-my-Nighthawk-rout...

[plemans]

a lot of those android devices are moving to RCS using google messages. They've got their own issues with some wifi services. It might be worth checking some troubleshooting related to that. 

https://support.google.com/messages/thread/23211023/google-messages-rcs-not-working-properly-while-o...

https://support.google.com/messages/thread/182154342/chat-features-not-working-when-on-wifi?hl=en

https://support.google.com/messages/thread/239615707/can-t-get-or-receive-mms-messages-over-wifi-aft...

here's a few just after a brief googling. 

[cjp25428]

I'm 100% with you in the same boat... I have Xfinity Mobile for a carrier and I'm using a Samsung S23.   I just recently got a Netgear CAX80 and I have it up and running with Comcast home internet.   Works great and is 3 times faster than my old modem and router... but also cannot send or receive MMS picture text messages while connected to home WIFI.  The minute I switch over to Cellular data it works and starts sending and receiving.  

I've spent over 12 hours the last several days trouble shooting this.   I've had a senior Comcast rep out to my home to trouble shoot signal and line quality and nothing could be found... I've had the modem provisioned and removed from my account and reconnected through Comcast.  Nothing fixes it.

I currently have a Tier 2 escalation with Xfinity mobile involved and a Comcast corporate resolution specialist involved. Would LOVE to connect with to hopefully get this resolved for us and others. I've also completely reset my S23 phone to factory settings and wiped all data from my phone (hard reset), didn't fix the problem.  I have tried literally everything and everyone at Comcast and Xfinity mobile has as well, although everyone is still working on the issue.

(I"m in Martinsburg, WV)  

[FURRYe38]

@cjp25428 @DayneJake1 

Any chance either of you two or anyone else on this ISP happen to try one of there gateway routers or a different Wi-Fi router?

The reason is that sending text messages in Wi-Fi on Android requires Wi-Fi calling enabled. And Wi-Fi calling depends on how the carrier handles the traffic. Sending text message with photo will be more challenge as it's size is larger. So it may be related to the Xfinity mobile.

All this looks to be something lots of others are experiencing as well with this ISP and this ISPs particular service:

https://www.google.com/search?client=firefox-b-1-d&sca_esv=849e5bf7836954e1&sxsrf=ACQVn08KmMVOUPoF75...

[cjp25428]

I have another older Netgear router and I have a much older Arris modem and when those 2 are hooked up there is no issue with my Samsung S23 sending out MMS/photo text messages.    Also the photos that I'm sending out are very small screenshots that are way less than 1mb in size.

[DayneJake1]

My sons both have Xfinity, one near me and the other out of state.  They both have different routers and iPhones.  Neither of them have issues.

[DayneJake1]

My wife and I have tried several locations on different wifi systems and home is only place we have issues.

[FURRYe38]

Do either of you happen to have a spare external router on hand by chance? 

@DayneJake1 

Can you get the brand and model of there modem, wifi router and iphones and iOS version please? 

[cjp25428]

The problem here lies with the Netgear CAX80 and the Samsung S23... because my older Arris modem and Netgear ac1750 both allows my S23 to send and receive picture/MMS texts, but the CAX80 doesn't.    Also my wife and daughter both have iPhones and both of them have no trouble sending and receiving to each other on our WIFI.    I also don't have trouble sending picture/MMS texts on other WIFI systems (example Starbuck/McDonalds), its only when I'm home and connected to the Netgear CAX80. 

Hope this is clear.

[FURRYe38]

Do you still have the NG AC1750 router by chance? What model# is this router? R####

If you do still have this router, if you get some time, the CAX gateway can be put in to modem only mode, then connect up your old external wifi router and then test with your phones connected to this router and test some text messages.

https://kb.netgear.com/27191/How-to-set-the-cable-modem-router-to-be-on-modem-only

Help narrow down more where texts are failing, ISP, router or modem portion of the CAX80. 

Possible that if the older router connected to the CAX80 in modem mode begins to work, then possible the wifi/router portion of the CAX80 could be a cause. If texts still don't don't go thru with the CAX80 in modem only mode and old router, then would need to look at modem or ISP side of things.

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@cjp25428 wrote:

The problem here lies with the Netgear CAX80 and the Samsung S23... because my older Arris modem and Netgear ac1750 both allows my S23 to send and receive picture/MMS texts, but the CAX80 doesn't.    Also my wife and daughter both have iPhones and both of them have no trouble sending and receiving to each other on our WIFI.    I also don't have trouble sending picture/MMS texts on other WIFI systems (example Starbuck/McDonalds), its only when I'm home and connected to the Netgear CAX80. 

Hope this is clear.

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[DayneJake1]

I have my Arris SBG7400AC2 that I replaced with the CAX80.

Both kids have Xfinity modem routers that they pay the monthly rental on.  Getting the models.

I am gathering a debug log now as well.  sent 2 messages to them and both stuck cycling between sending and queued.

Would the Armor function come into play perhaps on the CAX-80?

[FURRYe38]

Please disable Armor with in the Nighthawk app, then after it's disabled, power OFF the CAX80 for 30 seconds then back ON. Then test a text message.

Possible that if you could put the Arris back online to test this at some point. 

[DayneJake1]

I would have to reactivate the Arris.  Not an option at this point.

The Nighthawk app has the activate trial message when I click on the Armor icon.

I can disable it in the debug page it looks like.

[DayneJake1]

I also don't seem to be able to get the debug logs to download etc.

[FURRYe38]

Under the menu top left corner of the app, go to Settings, look for Security, Armor should be seen here and a slider button.

I haven't tried the check box in the debug page, suppose this could work too. 

[FURRYe38]

What browser are you using? 
How much time after you select the save button are you giving? I've noticed it can take several seconds before you see the download appear in the browser, give it say 30 seconds or so.

Debug logging is being saved on the modems memory area. Then when saving, your browser will download the compiled .zip file to where you have the browser set to save files too. I recommend the desktop.

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@DayneJake1 wrote:

I also don't seem to be able to get the debug logs to download etc.

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[DayneJake1]

Says Activate trial that menu as well.

Will try the debug menu way.  How vulnerable does that make me?

[cjp25428]

the Netgear AC1750 model number is a R6400.  I might be able to access to it, but not sure.

[FURRYe38]

If you do still have this router, if you get some time, the CAX gateway can be put in to modem only mode, then connect up your old external wifi router and then test with your phones connected to this router and test some text messages.

https://kb.netgear.com/27191/How-to-set-the-cable-modem-router-to-be-on-modem-only

Help narrow down more where texts are failing, ISP, router or modem portion of the CAX80. 

Possible that if the older router connected to the CAX80 in modem mode begins to work, then possible the wifi/router portion of the CAX80 could be a cause. If texts still don't don't go thru with the CAX80 in modem only mode and old router, then would need to look at modem or ISP side of things.

If you can access the router, try a factory reset on it and setup from scratch. Can definitely use same SSID name and PW that you use on the CAX80 on the R series router.

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@cjp25428 wrote:

the Netgear AC1750 model number is a R6400.  I might be able to access to it, but not sure.

---

[cjp25428]

My bizarre issue continues to grow... tonight I tried sending out 2 pictures via Samsung email on my Samsung Galaxy S23 and the email did go out, but the person receiving the email with photos couldn't open the photos and the one he could open the picture was all pixelated and messed up.   After finding this out, I tried emailing myself and sure enough the pictures were not viewable when I received them either while connected to WIFI (Netgear CAX80)... 

When I turned off WIFI and sent the emails again using cellular data the pictures sent fine via email and both myself and the company I was emailing was able to open and view the images just fine.   So this issue is also effecting the sending of pictures by email not just texting between my Samsung Galaxy S23 and the Netgear CAX80.

Another test, I had my wife who has an Apple iPhone 14 try the email photo test and sure enough no problems sending photos and I had no trouble viewing the photos while she was connected to the home's WIFI Netgear CAX80.

So its definitely something between the Samsung Galaxy S23 and the Netgear CAX80.

Also one final test, I tried emailing the photos while at my neighbors house from the personal home WIFI and sure enough no problem sending pictures via their home WIFI.

Any help is greatly appreciated.