CM600 shows as offline @ 192.168.100.1

[Rob772]

Modem activated on TWC . My services TWC site shows Mac address is correct and active. I can get to internet sites through both wired devices and wifi connected devices. I can access and interact with my router interface but can't do anything when I launch the cm600 interface @ 192.168.100.1 It launches but there is very little active buttons. I can't even see firmware version or logout, do administrative functions (change default password for 1). It only goes to failure your modem is offline check RF connection or click here to go to settings. Then nothing

[Rob772]

Opened a support ticket. Also tried different browsers (MS edge and Google chrome) and cleared browser caches. Shut down all devices,removed AC power waited 30 seconds the restarted all. Still no good. TWC says all is good at there end.

[Rob772]

So far the support hasn't been able to help. They were supposed to contact me by phone today at noon (EST) and it is now 2:5624pm (EST) I would like to access my modem to change the admin password but can't even do that. Logging in to 192.168.100.1 launches the landing page but I can't do anything because it believes that the modem is offline. I can access the internet through both wired and wireless (Linksys WRT 1900ACS router) and have tried Factory resetting, direct connect from CM600 to PC, contacting ISP (TWC) for possible issues. TWC says new modem is online, showing good signal and there are no network issues in my area. If i can't get this resolved I will be returning  and purchasing a different vendor's modem. Any ideas?

[krisjaggars]

I have the exact same problem with my CM500. My internet connection is fine, everything works but the interface is jacked. I can't believe nobody has replied to this with a solution?

[Rob772]

Level support was supposed to call me today but that didn't happen. Guess I had done all their hoop jumps and knew I knew more than half of the suggested fixes were bogus because the number of permutations possible had long been covered. Gotta be a firmware mismatch or faulty device neither of which I can control. About ready to return to Best Buy and get an Arris 6090

[djc6]

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@Rob772 wrote:
About ready to return to Best Buy and get an Arris 6090

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I think you meant the Arris 6190 - I would avoid that modem.  There are major issues with the Intel Puma 6 chipset used in this modem (also used in the Netgear CM700).  I actually just replaced my SB6190 with a CM600 and latency/jitter issues are gone for me.   Here are some links to read about this issue, the first one actually compares the CM600 to SB6190:

http://blog.mycre.ws/articles/cable-modems-arris-sb6190-vs-netgear-cm600/

https://www.dslreports.com/shownews/The-Arris-SB6190-Modem-Puma-6-Chipset-Have-Some-Major-Issues-138...

https://www.dslreports.com/shownews/Arris-Tells-us-Its-Working-With-Intel-on-SB6190-Puma6-Problems-1...

http://www.multichannel.com/news/distribution/intel-arris-working-firmware-fix-sb6190-modem/409379

http://www.fiercecable.com/cable/arris-and-intel-partner-firmware-fix-for-puma-6-equipped-cable-mode...

[Rob772]

Yes I did mean the 6190 (Typo). I've read thru all of that prior to getting the CM600. That's why I decided to go with it. Then all these problems ,right out of the box, with the CM600 had me rethinking my choice. 

Just finished a teamviewer session with level 2 support and the support specialist saw firsthand the inability to interact with the modem interface. I now have a new unit being shipped. I know that lower levels of support need to run you through basic "fixes" but as a retired former Level 3 support (for high speed, million dollar printing systems) I knew what was going to be the ultimate outcome.

Hope my next unit had better quality control in the test phase.

[lingam]

I have the same issue.

Your modem is offline.

Please check the RF connection.

Makes me rethink my decision to go with a Netgear cable modem.

Model CM600, no clue as to firmware version (can't get to the firmware version). Running Windows 10 Pro.

Also upon connecting the modem to an R6300 Netgear router, nothing will connect to the router. Modem only connects direct to PC. This was the problem with my original Arris SB6121 modem. Comcast told me the modem was out of date. I checked on line for recommended routers and the Arris was outdated so I picked the CM600. Same connection issue.

[DarrenM]

Hello Lingam

The firmware is pushed out by the ISP and you can access the GUI to see at 192.168.0.1. And have you tried to factory reset the modem?

DarrenM

[lingam]

I guess I'll not know the answer. I scheduled a Comcast house call for today and yesterday I was disconnecting my old Netgear WGT624 and reconnecting the R6300 to the CM600. I changed the Ethernet cables back and powered on the router and everything came up and connected to the the internet. What the difference was between when I did it yesterday and when I did it the night before while chatting with support I don't know. Maybe Comcast/Xfinity pushed out a firmware rev. Thanks for your input.