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Netgear messed up. My modem (CM1000) has the same default MAC address as another modem

My modem (CM1000) has the same MAC address as another modem (CM7500) across the country. Both are serviced by Comcast. It's not a MAC spoofer - Comcast could deal with that. There is a modem manufactured by Netgear with the same "unique", genuine default MAC address as my own modem. This has been causing drops in my internet quality. Netgear phone support tried to charge me $89 to fix this problem through the "advanced technical team". I am owed a new modem.

 

If my modem is not replaced for free, I will be filing a complaint with my state's Board of Public Utilites. I hate to threaten legal action, but Netgear is clearly at fault here and I'm getting sent in circles by the support team.

Model: CM1000|Ultra-High Speed Cable Modem—DOCSIS® 3.1 Ready
Message 1 of 5
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Guru

Re: Netgear messed up. My modem (CM1000) has the same default MAC address as another modem

1. we're the public forum. we're not support. Not much we can do.

2. Threatening legal action is literally against the terms and conditions of the forum. direct from the terms of service: 

 

Behave with civility and mutual respect.  Flaming or name calling will not be tolerated.  Similarly, any message containing the following will be removed at the discretion of either a Community moderator or administrator:

  • Off-Topic posting
  • Thread hi-jacking
  • Spamming
  • Cursing or other profanity
  • Ranting
  • Discussion or suggestions involving illegal activities
  • Private or personal information (e.g. posting of NETGEAR customer service agents’, NETGEAR employees’, or other Community users’ names, addresses, email addresses, or telephone numbers)
  • Linking or posting of pornographic material
  • Linking or posting of advertising, promotions, or contest materials that are not provided by NETGEAR
  • Threats of legal action against NETGEAR or other parties

3. netgear doesnt' have a cm7500

4. Having the same mac wouldn't cause "drops in my internet quality". It wouldn't work as they wouldn't be able to add it to your account. 

5. If you recently bought it, return it. 

6. maybe its a different issue you're having and that's why their trying to charge you. If it was truly a hardware issue and you were within warranty, you can rma it. 

7. Do you have a screen snip of your cable connections page and the modem logs? mabye its a line issue causing your speeds to drop. 

 

CM2000-> Arris W31-> GS716v2-> TP-Link M9Plus
Message 2 of 5
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Guru

Re: Netgear messed up. My modem (CM1000) has the same default MAC address as another modem

Smiley LOL


My Setup (Cable 900Mbps/50Mbps)>CAX80>RBK50 v2.7.0.70(AP Mode)
Additional NG HW: C7800/CM1100/CM1200/CM2000, Orbi CBK40, RBK853, R7800, R7960P,
EX7500/EX7700, XR450 and WNHDE111
Message 3 of 5
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Aspirant

Re: Netgear messed up. My modem (CM1000) has the same default MAC address as another modem

Wow! I wasn't expecting such a condescending and unempathetic response. The modem interfering with mine is a C7500 (I mistakenly typed "cm7500", geez dude chill out). My problem is the same as this forum poster: https://community.netgear.com/t5/Cable-Modems-Routers/2-Netgear-modems-with-the-same-MAC-address/m-p...

 

Get off your high horse please. I have a unique problem that Netgear is legally obligated to fix. When I purchased my modem, I purchased the rights to a unique, genuine default MAC address. Netgear manufactured a C7500 with the same MAC address as my CM1000 - and this is causing problems on Comcast's network, as explained to me by my local Xfinity network operations supervisor. I need to get in touch with someone at Netgear who won't try to charge me $89 for the "advanced technical team". I am just trying to get the unique MAC address that I paid for. Apparently the only solution is to RMA, but the 90 day warrantee period has expired. This is why litigation is on the table. I've literally been robbed due to Netgear's manufacturing error.


@plemans wrote:

1. we're the public forum. we're not support. Not much we can do.

2. Threatening legal action is literally against the terms and conditions of the forum. direct from the terms of service: 

 

Behave with civility and mutual respect.  Flaming or name calling will not be tolerated.  Similarly, any message containing the following will be removed at the discretion of either a Community moderator or administrator:

  • Off-Topic posting
  • Thread hi-jacking
  • Spamming
  • Cursing or other profanity
  • Ranting
  • Discussion or suggestions involving illegal activities
  • Private or personal information (e.g. posting of NETGEAR customer service agents’, NETGEAR employees’, or other Community users’ names, addresses, email addresses, or telephone numbers)
  • Linking or posting of pornographic material
  • Linking or posting of advertising, promotions, or contest materials that are not provided by NETGEAR
  • Threats of legal action against NETGEAR or other parties

3. netgear doesnt' have a cm7500

4. Having the same mac wouldn't cause "drops in my internet quality". It wouldn't work as they wouldn't be able to add it to your account. 

5. If you recently bought it, return it. 

6. maybe its a different issue you're having and that's why their trying to charge you. If it was truly a hardware issue and you were within warranty, you can rma it. 

7. Do you have a screen snip of your cable connections page and the modem logs? mabye its a line issue causing your speeds to drop. 

 



@plemans wrote:

1. we're the public forum. we're not support. Not much we can do.

2. Threatening legal action is literally against the terms and conditions of the forum. direct from the terms of service: 

 

Behave with civility and mutual respect.  Flaming or name calling will not be tolerated.  Similarly, any message containing the following will be removed at the discretion of either a Community moderator or administrator:

  • Off-Topic posting
  • Thread hi-jacking
  • Spamming
  • Cursing or other profanity
  • Ranting
  • Discussion or suggestions involving illegal activities
  • Private or personal information (e.g. posting of NETGEAR customer service agents’, NETGEAR employees’, or other Community users’ names, addresses, email addresses, or telephone numbers)
  • Linking or posting of pornographic material
  • Linking or posting of advertising, promotions, or contest materials that are not provided by NETGEAR
  • Threats of legal action against NETGEAR or other parties

3. netgear doesnt' have a cm7500

4. Having the same mac wouldn't cause "drops in my internet quality". It wouldn't work as they wouldn't be able to add it to your account. 

5. If you recently bought it, return it. 

6. maybe its a different issue you're having and that's why their trying to charge you. If it was truly a hardware issue and you were within warranty, you can rma it. 

7. Do you have a screen snip of your cable connections page and the modem logs? mabye its a line issue causing your speeds to drop. 

 


 

Message 4 of 5
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Guru

Re: Netgear messed up. My modem (CM1000) has the same default MAC address as another modem

Please make contact with a forum moderator to see what your options are. 

There is nothing that can be done here in the forums for you. 
@vkdelta 
Good Luck.


My Setup (Cable 900Mbps/50Mbps)>CAX80>RBK50 v2.7.0.70(AP Mode)
Additional NG HW: C7800/CM1100/CM1200/CM2000, Orbi CBK40, RBK853, R7800, R7960P,
EX7500/EX7700, XR450 and WNHDE111
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