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CM500V with Comcast - other Comcast landline callers cannot hear me when calling landline phone
I am one of a large number of people having a Comcast phone issue (caller cannot hear me) and the issue appears to be Netgear modem related so I would imagine that Netgear would help to resolve this issue.
The issue is
1) Based on this site the Netgear CM500V modem (internet and phone) just works with Comcast.
2) I have a Netgear CM500V modem with Comcast service.
3) The Netgear CM500V modem has worked for me (internet and phone) for almost 2 years.
4) For the last 2 months when another Comcast caller from a landline phone calls my Comcast landline phone that caller cannot hear me. I do not have issues when a non-Comcast caller calls me, I am able to be heard on most of the outgoing calls (including to other Comcast callers), and the internet continues to work well.
5) A Comcast technician came to where I live and troubleshot the issue. He replaced the coax, phone, phone line, and (last) modem. When he replaced the Netgear CM500V modem with an Arris TG1682G modem the issue was resolved.
6) I shared this info with others on a Comcast forum. Others with this issue are sharing that they've got the Netgear CM500V as well. One person shared their Netgear CM500V modem's event logs which included several critical TFTP and SYNC Timing Synchronization failures.
7) I have firmware version V1.01.10 - which is the latest (according to the 1st site above) - installed on the Netgear CM500V modem. I have reset the Netgear CM500V modem to factory default and the firmware version has not changed. I am curious when firmware version V1.01.10 was released to Comcast... because if it was released to Comcast within the past 6 months then perhaps it is the cause of the issues; however, if it was released a long time ago then perhaps Comcast is the cause of the issues (even though the issue is not occuring on the Arris TG1682G modem).
8) I purchased another 'new' Netgear CM500V modem from Walmart online and I'm waiting for it to arrive. I expect this 'new' Netgear CM500V modem to have this issue.
Please help
Thanks in advance
SF
The steps below resolved the problem for me.
The problem has been resolved for several months and has not returned.
- browse to https://connect.xfinity.com/voice/settings/callforwarding
- login (if needed; perhaps re-browse to the address above thereafter)
- remove all numbers except 'home phone'
- disable 'home phone'
- enable 'home phone'
- perhaps remove 'selective call forwarding' numbers (?)
I did not test right-after doing this... I tested 1-2 weeks later (at which point it worked as expected). Therefore I am not certain that this is the fix but I have had a ticket open with Netgear for several months (nothing has been done) and no one has offered other solutions.
16 Replies
Contact the ISP to have them help you on this. Be sure all phone lines and phone line cabling is fully working correctly. The ISP should be able to help here.
I do not disagree with the word "should" in "should be able to help"; however, we have reached out to the ISP (Comcast) and had the ISP send a tech to where we live to no avail... so if Netgear could provide 'an ounce' of support then it would be appreciated.
1) Does performing a Factory Reset restore the original firmware version that was installed on the Netgear modem when I purchased it? If so then the Netgear firmware version has not changed over the 2 years that I have owned the Netgear modem. If that is the case then is it true that nothing has changed on the Netgear modem and becaues a large number of people are having this issue then it is likely that Comcast changed something on their network to cause the Netgreat modem this issue (despite not causing other modems e.g. Arris) the same issue.
2) Is it possible to find out when Netgear firmware versions for Netgear modems were released? I do not trust that if I asked Comcast this question I would receive an accurate result.
3) Is it possible to install an older version of a firmware on a Netgear modem?
4) Has this issue ever occured with a modem and ISP before and if it did then what was the solution?
Thanks in advance
SF
"3) The Netgear CM500V modem has worked for me (internet and phone) for almost 2 years.
4) For the last 2 months when another Comcast caller from a landline phone calls my Comcast landline phone that caller cannot hear me. "
This being mentioned, if this has been working, then them modem would be probably fine. Something else has change, i.e. ISP service, phone line cabling or junction boxes may have got changes or possible water got into the box(s). Something the ISP needs to look closer into. Check the phone system, have the ISP ensure the configuration of the modem is set correctly. Check the phone devices connected to the modem as well. Swap out for different phone devices to test.
