I purchased a new CM1200 15 months ago when I moved into a new area and have not had any issues until last week when the internet dropped. I assumed it was my ISP, after power cycling and resetting my modem I called my ISP where they did a reset on their end but the problem was not solved so they arranged a tech to come to my house. When the tech arrived he told me the line was fine and his test modem worked so the issue was with the CM1200.
I contacted Netgear support and they told me that the ISP needs to reprovision my modem, we conferenced in the ISP and we were unable to resolve the issue through reprovison, after 90 minutes of running through different tests the Netgear support rep told me there was nothing else that could be done and my modem was bad.
I went ahead and bought a new CM1200, got it set up and internet was working fine for a couple of days. I still had trouble believing that my 15 month old modem was bad so I decided to get my old modem set up again with the ISP to see if maybe clearing it from my account solved the issue and what do you know the old modem was working fine. I was super happy to return the modem I had just purchased and get my money back.
Unfortunately here we are a few days after getting my old modem to work again and the internet went down. I called my ISP and tried to follow the same steps (completely remove modem from account and set up again) but this time it didn’t work. I’m stuck thinking of the following scenarios:
1.) The original modem had been powered off for a few days, perhaps it being shutoff for an extended period of time cleared an issue?
2.) I had run the new modem for a couple of days before switching back to the original modem, maybe that points to an issue with the ISP line?
3.) My original modem is actually bad
My ISP is Wave and I have high speed fiber. I’m going to go ahead and buy a new modem and see how things go for the next couple weeks.
Netgear has set up a community forum specifically for the Cable Modem products. Most of the people who watch that forum are more likely to have experience with Cable modems and know how to work it better than those of us who follow this router forum. Might be more likely to find someone who has a solution if the question is posted there: https://community.netgear.com/t5/Cable-Modems-Routers/bd-p/home-cable-modems-routers
