C7100V on Xfinity with connection isues timeout and resets? Replacemenr modem too!

[swegeman]

Purchased C7100V Cable modem/ router for Comcast?Xifinity internet and voice.  Previouly had a C6300 that flawlesly. Comcast made me purchase the C7100V becaue I had voice plan. Ever since connecting the C7100V I had intermitent internet and voice loss.  If veiwing modem i first loss the 2.4ghz network then the 5 ghz the DS/US light blinks and then the Online light goes out. The entire resets and I can finnaly connect 3-4 minutes later. Had Comcast/xfinity onite twice checked the entire cable lines. My line are brand new cooected directly to hub outide my house!

After second visit I purchased another C7100V modem and it did the EXACT same thing!

Comcast came back onsite called his supervisor and said this is a known issue with this modem!! The firmware needs to be updated?? but Comcast  needs to release the firmware? Comcast replacement modem working perfectly!!

Tried contacting Netgear tech support for help but got zero help. I just waited for 45 minute and was sent KB artice to change wireless signal!! Waited again for 50 minute and got disconnected!! 

Attached event log file?

[swegeman]

I contacted support again early this morning 7am est. They still suggested that I try ANOTHER modem. Sent mine in to get swapped with another. Hopefully the third time is a charm?

I will update the forum once I get the replacement back.

Sorry for the typos I was posting while on hold with Netgear. using spellcheck now!

[swegeman]

New replacement RMA modem was supposed arrive yesterday but FedEx says the label got damaged and delivery is Monday. Also Comcast/Xfinity CHARGED me $40 for home service visit to troubleshoot and diagnose the problem after I orginally confirmed it wasn't going to be charged.  I'll see what happens tomorrow?

[vkdelta]

- your line has too many T3 timeouts and it will lead to unstable connection.

- can you please post your connection table from the device? If the powers are bad, then you need Comcast to fix the issue. 

[swegeman]

Comcast/Xfinity was onsite 3 separate visits to check the Brand new cable connection to my home. Comcast just completed a 1 million dollar project to have cable ran to my rural neighborhood.  This persistence from Netgear to blame Comcast cost me $40 for home service visit. The replacement modem from Comcast until I reconnect the Netgear has worked flawlessly!!  

I just received the replacement from Netgear and will work on reinstalling by end of day hopefully the THIRD modem works??

[swegeman]

Frequency start Value

This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.

Starting Frequency

<tabindex=-1>Startup Procedure

Procedure Status Comment Acquire Downstream Channel 483000000 Hz Locked Connectivity State OK Operational Boot State OK Operational Configuration File OK ------------ Security Enable BPI+

<tabindex=-1>Downstream Bonded Channels

Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables 1 Locked QAM256 2 483000000 Hz 5.5 dBmV 41.9 dB 0 0 2 Locked QAM256 1 477000000 Hz 5.5 dBmV 41.9 dB 0 0 3 Locked QAM256 3 489000000 Hz 5.4 dBmV 41.9 dB 0 0 4 Locked QAM256 4 495000000 Hz 5.3 dBmV 41.3 dB 0 0 5 Locked QAM256 5 519000000 Hz 5.4 dBmV 41.2 dB 0 0 6 Locked QAM256 7 531000000 Hz 5.5 dBmV 41.6 dB 0 0 7 Locked QAM256 8 537000000 Hz 5.4 dBmV 41.3 dB 0 0 8 Locked QAM256 11 555000000 Hz 5.3 dBmV 40.9 dB 0 0 9 Locked QAM256 12 561000000 Hz 5.4 dBmV 40.5 dB 0 0 10 Locked QAM256 14 573000000 Hz 5.1 dBmV 40.7 dB 0 0 11 Locked QAM256 15 579000000 Hz 5.3 dBmV 40.7 dB 0 0 12 Locked QAM256 16 585000000 Hz 5.3 dBmV 40.6 dB 0 0 13 Locked QAM256 17 591000000 Hz 5.4 dBmV 40.6 dB 0 0 14 Locked QAM256 18 597000000 Hz 5.4 dBmV 40.6 dB 0 0 15 Locked QAM256 19 603000000 Hz 5.5 dBmV 40.5 dB 0 0 16 Locked QAM256 20 609000000 Hz 5.6 dBmV 40.4 dB 0 0 17 Locked QAM256 21 615000000 Hz 5.5 dBmV 41.4 dB 0 0 18 Locked QAM256 22 621000000 Hz 5.5 dBmV 41.4 dB 0 0 19 Locked QAM256 23 627000000 Hz 5.7 dBmV 41.4 dB 0 0 20 Locked QAM256 24 633000000 Hz 5.8 dBmV 41.5 dB 0 0 21 Locked QAM256 25 639000000 Hz 6.0 dBmV 41.4 dB 0 0 22 Locked QAM256 26 645000000 Hz 6.1 dBmV 41.4 dB 0 0 23 Locked QAM256 27 651000000 Hz 6.0 dBmV 41.4 dB 0 0 24 Locked QAM256 28 657000000 Hz 5.8 dBmV 41.4 dB 0 0

<tabindex=-1>Upstream Bonded Channels

Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 2 5120 Ksym/sec 23700000 Hz 49.8 dBmV 2 Locked ATDMA 3 5120 Ksym/sec 30100000 Hz 50.0 dBmV 3 Locked ATDMA 4 5120 Ksym/sec 36500000 Hz 49.5 dBmV 4 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV 8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

[swegeman]

After installing new modem and copy and sending above files. Did test tried to stream HD movie, times out connection loss error 1 1/1 hours into movie. Uses genie to reconnect but just keeps losing connection.

[swegeman]

event log attached?

[swegeman]

Modem issue still exist! Netgear and Comcast fighting it out who's fault it is.

But this modem gateway will not work!!

Comcast installed their own modem weeks ago and it works perfectly.

I reinstalled the C7100V and it crashes within 15 minutes!!

[swegeman]

Conference call with NETGEAR and Comcast. Everything checks out Ok with Comcast Rep. NETGEAR rep confessing that there truly is a hardware firmware comparability issue with Modem/Gateway. Going back to engineering for solution?)

[swegeman]

Netgear now says the line is still issue Comcast ee no issue,

NOW what? I have gotten nowhere with issue?

[swegeman]

Had Comcast back on site AGAIN, Checked everything and found no problems. Comcast modem running perfectly no errors.

He contacted his supervisor and once again confirmed that there is an issue with the Netgear C7100V modem not Comcast!!

I'm very frustrated that I cannot get a solution for this issue!!

[kikopr]

You are no alone, this modem, has been a nightmare since day one, after a firmware update on december it worked perfect for around 2 months. But now I have to reboot it every week. BAD BAD BAD for Netgear, and they wants $$$ to help.

[swegeman]

My issue is STILL not fixed. It has been over 6 months of finger pointing between Netgear and my ISP!

Finally Netgear has ttook ownership of this issue. Last month I was sent an engineering modem anf Laptop from Netgear.

They made some changes and was able to get their modem to work but when I switched back to mine same issue.

Now the 2.4ghz wireless led is broke to. I have signsl but the led indicator on front panel does not illuminate?

The saga continues!!

[kikopr]

I still have problems, now they say signal is low. Saturday morning Comcast comes to fix if, they say signal have to be from +7 to -7 when I have from -9 to -19. BTW, last reboot bring back modem to default. When Netgear will update firmware to fix $250 box?

[swegeman]

After dealing with this issue for months Netgear admits there is issues that cannot not be fixed. They offered to replace modem with SLOWER CM500V plus and additional router too. I said NO I want something better and faster and offered suggested replacement. They said NO either accept the slower modem and router or send the original back for refund!!
This is the worst customer support, you drag me along for month having comcast onsite multiple times. I even got charged for onsite service visit, spent months sending log files, connected netgear supplied laptop and special diagnostic modem to send it all back with a SORRY it won't work go and buy something else??

[kikopr]

I'm happy that I'm not alone, I got CM500V as a loaner and NO MORE PROBLEMS, even my 9 and 10 years old kids realized no more problems with internet and they are happy. C7100V problem look slike a simple firmware update. The CM500V with an ASUS RT-N66U is FAST and STABLE. No more reconect, reset or power cycle of many wireless equipment at home. Is sad that after many years working with Netgear products (I'm IT manager) I will never buy or recomend these products.

[swegeman]

Netgear updated firmware last week.

Firmware Version 

V2.01.37

[kikopr]

Thanks for the info but I don't wants to have problems again. With my new modem and ASUS router I have no more problesm for over two weeks and I can see my router from outside my network. I have a C7100V and a EX8000 for sale of you are interested. No more NETGEAR for me.

[Steve221]

I just purchased the C7100V a week or so ago based on many positive reviews.  I noticed it came with the newer firmware.  LUCKILY I have had no problems at all yet (Comcast/Xfinity).  Just to let others know your issue may be a fluke.  Good luck!

[eeb73]

After tiring with the rental that I had from Comcast, I started my research and based on having Triple Play and the area I am in, I had one choice.  The Netgear C7100V Nighthawk Wifi Cable Modem Router.

I had issues since day 1, but up until a few weeks ago I couldn't really blame the device since I also set up a home network that consisted of three additional Wifi routers that I was using as 'hotspots' and also to use them to provide wired connections in various parts of the house.

So I finally got things 'clean up', reset all of my hardware to default and I was cruising along for a while with the NightHawk being the 'main' device, i.e. providing DCHP services.

However, I will eventually get the call from one of my family members that 'the Wifi is down' and when I make it home, there is my NightHawk with the 'Tel 1' line blinking.  I have to do a hard restart and then things usually work.  As others have mentioned, this usually only last for at most a week?

I do have the latest firmware and I also took the plunge and had a 'surge protector' for the house installed.  (That was for other reasons, but side note, it was well worth it.)

I also went through the blame game between Comcast and Netgear, but now my warranty is up and i would have to pay to get Netgear involved.

So I am sorry that I have not found a solution yet, but I did want to let everyone know that there are those that have the new firmware, but still have what seems to be the same issues.  I have not taken the time to look at the event log since the reboot is usually pretty quick and after being in the I/T business for over 25 years, I guess I have developed a level of 'don't really care if a reboot works' mentality.

Looking forward on hearing if anyone actually figures out a solution, but after reading this thread it doesn't look promising.

Take care.

[eeb73]

I just reread my post.  Sorry for the grammatical errors and also wanted to mention already that I know it is DHCP.  🙂

Again, just got home, still in work clothes and family wanting WiFi.  Just the Valentine's Day I have always dreamed of....

[acfoo]

I have same issue. My internet is very slow. I rented comcast modem for couple of months and it worked without any issue.

I really hate that I have to go through ISP for firmware. I wish i know it before. Now, I can't return it either

also, my firmware vesion is 2.01.40 and netgear kb says the latest is V2.01.37. Either netgear website is not updated or comcast is screwing up with wrong firmware.These are the things i hate. I want to have control, that is the reason to but my own modem.

https://kb.netgear.com/000036375/What-s-the-latest-firmware-version-of-my-NETGEAR-cable-modem-or-mod...

[FURRYe38]

ISPs control what FW version gets loaded on modems, rented or otherwise. This is how it's been for any modem on ISP services. 

I would talk to the ISP and have them check signal from the ISP service up to the modem. Have a tech come out and look at everything up to the modem. Might ask the ISP if regessing FW version is something they can do. Doubtful however worth asking. 

Good Luck. 

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@acfoo wrote:

I have same issue. My internet is very slow. I rented comcast modem for couple of months and it worked without any issue.

I really hate that I have to go through ISP for firmware. I wish i know it before. Now, I can't return it either

also, my firmware vesion is 2.01.40 and netgear kb says the latest is V2.01.37. Either netgear website is not updated or comcast is screwing up with wrong firmware.These are the things i hate. I want to have control, that is the reason to but my own modem.

https://kb.netgear.com/000036375/What-s-the-latest-firmware-version-of-my-NETGEAR-cable-modem-or-mod...

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[kikopr]

No more problems once I migrated to ASUS, no more Netgear products for me. Also ASUS have FREE support and FAST. Sorry but after 3 different C7100V always same problem. Once I installed ASUS equipment it has been up and running stable for over 6 months. Bye bye Netgear.