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Re: CM1100 Cable Modem NOT Charter/Spectrum Compatible

J5150
Aspirant

CM1100 Cable Modem NOT Charter/Spectrum Compatible

I'm pretty frustrated.  Purchased a CM1100 cable modem from Costco.com because it shows Charter/Spectrum compatible... yet when I went to activate it - they say it's NOT compatible.  Escalated to multiple technicians... even had a very nice escalated support specialist call me back and spend time with me trying various methods to activate it, and it would not.  Their modem works fine... my Arris modem works "fine" (I just typically prefer Netgear).  Any advise on why they're unable to activate it or who to speak to about getting it activated?  I feel that if it's advertised as compatible, it shouldn't be this difficult to activate it.

 

Side note - I'm on their Ultra package and their system gives them an error saying "modem not compatible with speed tier" and will not allow them to proceed.  Since it's only on their Minimally Qualified list - they pass it off as being a poor fit and recommended I return it.  Seems silly for a Docsis 3.1 modem.

 

Thanks.

Message 1 of 24
vkdelta
NETGEAR Expert

Re: CM1100 Cable Modem NOT Charter/Spectrum Compatible

Ultra is just 400 Mbps speed. CM1100 should definitely work with it. 

 

Do you have spectrum ticket#? 

Message 2 of 24
J5150
Aspirant

Re: CM1100 Cable Modem NOT Charter/Spectrum Compatible

I don’t. I escalated it through the call centers and through their social media as well. That’s when I got the callback. Would a trouble ticket help in this case? I can always try to get one. It seems other Spectrum users are experiencing the same issue based on other convos I’ve had. I’d be more than happy to escalate and get a trouble ticket if it would help.
Message 3 of 24
vkdelta
NETGEAR Expert

Re: CM1100 Cable Modem NOT Charter/Spectrum Compatible

Please get a trouble ticket. 

 

We will send it our spectrum contacts. 

Message 4 of 24
J5150
Aspirant

Re: CM1100 Cable Modem NOT Charter/Spectrum Compatible

Sorry it took a couple of days to reply.  I attempted to have the open a trouble ticket and simply got a reply of "this modem is not certified for that speed tier and there's no trouble ticket to open for an uncertified modem."  I attempted to escalate and say that you all are wanting the info, but just got met with continuous refusal.

Message 5 of 24
Anzi_2019
Aspirant

Re: CM1100 Cable Modem NOT Charter/Spectrum Compatible

Hi, I am exactly in the same boat as you (CM1100+GoogleWIFI+Spectrum). Wanted to see if you had any luck resolving this issue before I freshly starting a simillar post. Thanks.

Message 6 of 24
J5150
Aspirant

Re: CM1100 Cable Modem NOT Charter/Spectrum Compatible

Yes I did!  PM the Netgear associate who was replying in the thread.  Reference this thread and he will assist.  Basically - he had to reach out to Spectrum directly to help with activation.  Something on the Spectrum end wasn't set correctly.

Message 7 of 24
simmsbru
Aspirant

Re: CM1100 Cable Modem NOT Charter/Spectrum Compatible

Looking to go with the nighthawk CM1100.   would like to know what the solutions were with this on Charter/Spectrum.

Message 8 of 24
simmsbru
Aspirant

Re: CM1100 Cable Modem NOT Charter/Spectrum Compatible

Looking to go with the nighthawk CM1100.   would like to know what the solutions were with this on Charter/Spectrum.

 

prior to ordering this modem, i like the idea of the 2 lan ports and thinking with this can split house into 2 subnets.

Message 9 of 24
antinode
Guru

Re: CM1100 Cable Modem NOT Charter/Spectrum Compatible

> prior to ordering this modem, i like the idea of the 2 lan ports and
> thinking with this can split house into 2 subnets.

 

   I'd ask my ISP what (if anything) I'd be able to do with that second
port.

 

   Why would two subnets be better than one for your usage?

Message 10 of 24
simmsbru
Aspirant

Re: CM1100 Cable Modem NOT Charter/Spectrum Compatible

The purpose of using 2 subnets is to have one for the house and the family and the 2nd one for my office items as i do my jobs from home and tlike things split totaly apart and thought this might fit vs say hanging a Ubiqyiti edge router after modem to split things.

Message 11 of 24
vkdelta
NETGEAR Expert

Re: CM1100 Cable Modem NOT Charter/Spectrum Compatible

2 Ports WILL ONLY WORK FOR different IP, if your ISP supports multi-IP service.

 

Comcast supports it partially for residential and for Business customers. 

 

If your ISP does not support MULTI-IP services, you can use only LAG for 2 ports.

Message 12 of 24
jcallin
Aspirant

Re: CM1100 Cable Modem NOT Charter/Spectrum Compatible

Has anyone else had luck with activating the CM1100 on spectrum? I have done some research and seen that people have had success but most of the success was because they reached out to Netgear. That seems silly because obviously it works so why give everyone the run around?
Message 13 of 24
Mm530
Tutor

Re: CM1100 Cable Modem NOT Charter/Spectrum Compatible

I would like to know if I have this modem. I still need help from Netgear rep to reach out to Sprectrum to activate it?
Model: CM1100|Nighthawk Multi-Gig Speed Cable Modem—DOCSIS 3.1
Message 14 of 24
FURRYe38
Guru

Re: CM1100 Cable Modem NOT Charter/Spectrum Compatible

No, you need to contact your ISP and talk to someone there to activate it. You need to make sure they support it first. 


@Mm530 wrote:
I would like to know if I have this modem. I still need help from Netgear rep to reach out to Sprectrum to activate it?

 

Message 15 of 24
Mm530
Tutor

Re: CM1100 Cable Modem NOT Charter/Spectrum Compatible

 

vkdelta,

i just bought this same modem from Costco. Would you be able to help me in getting this modem to be recognized on Spectrum’s system.  I believe there are numerous other users out there having the same problem.  Is there anyway that Netgear would reach out to Spectrum in resolving this. Thank you very much for your help

Message 16 of 24
FURRYe38
Guru

Re: CM1100 Cable Modem NOT Charter/Spectrum Compatible

@vkdelta 


@Mm530 wrote:

 

vkdelta,

i just bought this same modem from Costco. Would you be able to help me in getting this modem to be recognized on Spectrum’s system.  I believe there are numerous other users out there having the same problem.  Is there anyway that Netgear would reach out to Spectrum in resolving this. Thank you very much for your help


 

Message 17 of 24
vkdelta
NETGEAR Expert

Re: CM1100 Cable Modem NOT Charter/Spectrum Compatible

Please PM me the details (CM MAC, Account #, holder name, holders phone, summarize the issue) . I will help to fix it with Spectrum operations team. 

Message 18 of 24

Re: CM1100 Cable Modem NOT Charter/Spectrum Compatible

I am looking into buying this modem and spectrum keeps trying to tell me this modem to be under their minimally qualified modems. Has anyone that has actually gotten it activated had any problems, good experiences? And also what do I need to actually get this thing activated as spectrum just doesnt want to do it? Also I've been told you cannot use your own modem on gigabit service with them?
Message 19 of 24
Anzi_2019
Aspirant

Re: CM1100 Cable Modem NOT Charter/Spectrum Compatible

I am super frustrated now, I still have the issue. @vkdelta , should I call Spectrum customer service?

Message 20 of 24
FURRYe38
Guru

Re: CM1100 Cable Modem NOT Charter/Spectrum Compatible

Were you able to get the modem connected to the ISP? 


@Anzi_2019 wrote:

I am super frustrated now, I still have the issue. @vkdelta , should I call Spectrum customer service?


 

Message 21 of 24
Mm530
Tutor

Re: CM1100 Cable Modem NOT Charter/Spectrum Compatible

i got lucky with Charter technician; he was able to register my modemn with their system.  keep trying; wish you luck

Message 22 of 24
FURRYe38
Guru

Re: CM1100 Cable Modem NOT Charter/Spectrum Compatible

THanks for letting us know. Sounds like a lazy phone person not wanting to help out. Hope they can get it going. 

Enjoy. Smiley Wink


@Mm530 wrote:

i got lucky with Charter technician; he was able to register my modemn with their system.  keep trying; wish you luck


 

Message 23 of 24
vkdelta
NETGEAR Expert

Re: CM1100 Cable Modem NOT Charter/Spectrum Compatible

If you guys have issue with Charter/spectrum: Please PM me the details (CM MAC, Account #, holder name, holders phone, summarize the issue).

 

Please provide as much info as possible such as any open ticket# with spectrum, Spectrum chat log, etc.

 

without above info it is hard for us to engage with spectrum engineering group.

Message 24 of 24
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