Comcast problem or C7500-100NAS problem?

[Retired_Member]

Model: Netgear C7500-100NAS

Firmware version V1.01.32

Hello all,
I am having an issue with bad Internet connection from Comcast and they suggested that it was my brand new C7500's fault which doesnt make any sense. I specifically bought this modem/router because it was on Comcasts compatible devices list. I actually was having the same issue using a CM600 Netgear modem (also on their compatibility list) until yesterday when I bought the C7500. I was trying to eliminate my networking equipment as the issue however, I spoke with Comcast and they suggested that it was the fault of my router. Im just trying to do my due diligence so I was hoping that you would help me eliminate the modem/router once and for all.

I am paying for 200 Mbps, well within the realm of possibility with my new device, however when I take Comcasts speed test I am only getting 32.17 Mbps down/12.10 Mbps Up. Just to be sure I went to speedtest.net (14.07 down/11.91 up) and Google's speed test (3.37 down/11.8 up). These were the same result that I got with my CM600 modem as well. Im just hoping that you can help me narrow down my search.

Thank you in advance!

I'm not sure if this will be helpful (if it's not let my know what would be) but here is my cable connection information:

[DarrenM · Accepted solution]

I suggest contacting your ISP and have them send a Tech to check your home connections and the connections in the area.

DarrenM

[DarrenM]

I see a crazy amount of uncorrectables on channel 21 and 22 which typically indicates a connection issue with the ISP do you have any t3 or t4 timeouts showing up in the logs of the modem?

DarrenM

[Retired_Member]

Yes, I am getting some T3 timeout errors:

MDD message timeout;CM-MAC=08:02:8e:**:**:**;CMTS-MAC=00:01:5c:**:**:**;CM-QOS=1.1;CM-VER=3.0;

No Ranging Response received - T3 time-out;CM-MAC=08:02:8e:**:**:**;CMTS-MAC=00:01:5c:**:**:**;CM-QOS=1.0;CM-VER=3.0;

[DarrenM · Accepted solution]

I suggest contacting your ISP and have them send a Tech to check your home connections and the connections in the area.

DarrenM

[Retired_Member]

Looks like it was a Comcast problem after all. After getting a tech out they finally agreed that the problem was on their end. Thank you for your help!

[tomgru]

Seeing same.... have tech coming tomorrow.  Curious... what area are you in?  i'm in Seattle (Redmond) area.  

[Retired_Member]

Ended up having a tech out to our place, they found that there was noise on the line from another unit in our appartment building. We are in DC. Hope you got your issue sorted out!