CBR750 not working with Comcast/XF

[cshep5528]

Having the same issue in Denver thanks to ISP "upgrades" from comcast.  Just messaged @Blanca_O . Keep me posted on progress please. 

[cshep5528]

So after 2 hours on the phone with Xfinity they told me that the orbi 750 doesn't work with 1gb internet. I downgraded to 800 mbps. Now I am stuck paying $30 more per month for slower internet.  I hate comcast. 

[cshep5528]

So the 800 mbps failed the same as the 1G did.  Arguing with comcast for a refund as I write this. 

Hopefully @Blanca_O can figure this out quickly. 

[cshep5528]

Another 5 hours on the phone with xfinity and netgear this week. Router cut out 3 times.  Does anyone know how to formally request a refund?  I am also planning to submit a request with the state AG for false advertising.

[FURRYe38]

We need the following from you:

PM me the MAC address and serial number from the CBR. 

Please enable debug logs on the CBRs web page under 192.168.1.1/debug.htm

Enable WAN/LAN capture as well. 

Please post the following here in the forum:

FW version on the CBR.

Please post a copy and paste of the modems connection status and event log page.
https://kb.netgear.com/30007/How-do-I-obtain-the-cable-connection-information-from-a-NETGEAR-cable-m...
https://kb.netgear.com/30008/How-do-I-view-or-clear-the-event-logs-on-my-NETGEAR-cable-modem-or-mode...

The ISP made changes to there speed tier program with out letting users know. They removed support for 1Gb and split the tier to 800Mpbs and 1.2Gb which seems that in some areas, the ISP is not supporting the CBR on the 1.2Gb tier. So some of this is ON the ISP. The CBR had been working fine up to this point until the ISP made changes. SInce the CBR only has 1000Mpbs LAN ports, doesn't make sense to have the 1.2Gb speed since you'll never see much over 900Mbps on the LAN side thru the CBR750. The CBR works as advertised on the 800Mbps speed tier. 

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@cshep5528 wrote:

Another 5 hours on the phone with xfinity and netgear this week. Router cut out 3 times.  Does anyone know how to formally request a refund?  I am also planning to submit a request with the state AG for false advertising.

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[FURRYe38]

Please post a copy and paste of the modems connection status and event log page from the CBR.

@cshep5528 

[cshep5528]

mePriorityDescriptionJan 09 2023 16:50:54Alert (2)CM Certificate ErrorJan 09 2023 16:50:54Alert (2)CM Certificate ErrorJan 09 2023 16:50:54Alert (2)CM Certificate ErrorJan 09 2023 16:50:54Alert (2)CM Certificate ErrorJan 09 2023 16:50:54Alert (2)CM Certificate ErrorJan 09 2023 16:50:54Alert (2)CM Certificate ErrorJan 09 2023 16:50:54Alert (2)CM Certificate ErrorJan 09 2023 17:35:14Critical (3)No Ranging Response received - T3 time-outJan 10 2023 16:00:36Alert (2)CM Certificate ErrorJan 10 2023 16:32:44Critical (3)No Ranging Response received - T3 time-outJan 10 2023 19:47:07Alert (2)CM Certificate ErrorJan 10 2023 21:14:21Critical (3)No Ranging Response received - T3 time-outJan 11 2023 09:59:43Critical (3)SYNC Timing Synchronization failure - Loss of SyncJan 11 2023 09:59:44Notice (6)CM-STATUS message sent. Event Type Code: 21Jan 11 2023 09:59:48Warning (5)Lost MDD TimeoutJan 11 2023 10:00:31Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time outJan 11 2023 10:09:40Error (4)Missing Mandatory MDD TLV on primary DS ChannelJan 11 2023 10:23:11Warning (5)MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1Jan 11 2023 10:23:11Notice (6)TLV-11 - unrecognized OIDJan 11 2023 10:23:11Critical (3)Config File Rejected due to Invalid or Unexpected TLV 11Jan 11 2023 10:23:16Warning (5)RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRWJan 11 2023 10:23:25Alert (2)CM Certificate ErrorJan 11 2023 10:28:14Critical (3)SYNC Timing Synchronization failure - Loss of SyncJan 11 2023 10:28:16Notice (6)CM-STATUS message sent. Event Type Code: 21Jan 11 2023 10:28:19Warning (5)Lost MDD TimeoutJan 11 2023 10:29:06Critical (3)No Ranging Response received - T3 time-outJan 11 2023 10:29:09Notice (6)CM-STATUS message sent. Event Type Code: 16Jan 11 2023 10:29:09Critical (3)No Ranging Response received - T3 time-outJan 11 2023 10:29:11Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time outJan 11 2023 10:29:11Critical (3)No Ranging Response received - T3 time-outJan 11 2023 10:29:13Notice (6)CM-STATUS message sent. Event Type Code: 6Jan 11 2023 10:29:13Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time outJan 11 2023 10:29:14Critical (3)No Ranging Response received - T3 time-outJan 11 2023 10:29:17Notice (6)CM-STATUS message sent. Event Type Code: 5Jan 11 2023 10:29:39Warning (5)MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1Jan 11 2023 10:29:39Notice (6)TLV-11 - unrecognized OIDJan 11 2023 10:29:39Critical (3)Config File Rejected due to Invalid or Unexpected TLV 11Jan 11 2023 10:29:41Warning (5)RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRWJan 11 2023 10:29:50Alert (2)CM Certificate ErrorJan 11 2023 10:43:06Notice (6)DS profile config update. DS Chan ID: 193.Jan 11 2023 10:53:50Warning (5)MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1Jan 11 2023 10:53:50Notice (6)TLV-11 - unrecognized OIDJan 11 2023 10:53:50Critical (3)Config File Rejected due to Invalid or Unexpected TLV 11Jan 11 2023 10:53:55Warning (5)RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRWJan 11 2023 10:54:04Alert (2)CM Certificate ErrorJan 11 2023 20:02:30Critical (3)No Ranging Response received - T3 time-out

[cshep5528]

connection = good

[FURRYe38]

Please post a copy and paste of the modems connection status page.
https://kb.netgear.com/30007/How-do-I-obtain-the-cable-connection-information-from-a-NETGEAR-cable-m...

[FURRYe38]

See Errors and Criticals in the event logs that the ISP needs to review and resolve. 

Please post a capture of the cable connections page in this entirety please. 

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@cshep5528 wrote:

mePriorityDescriptionJan 09 2023 16:50:54Alert (2)CM Certificate ErrorJan 09 2023 16:50:54Alert (2)CM Certificate ErrorJan 09 2023 16:50:54Alert (2)CM Certificate ErrorJan 09 2023 16:50:54Alert (2)CM Certificate ErrorJan 09 2023 16:50:54Alert (2)CM Certificate ErrorJan 09 2023 16:50:54Alert (2)CM Certificate ErrorJan 09 2023 16:50:54Alert (2)CM Certificate ErrorJan 09 2023 17:35:14Critical (3)No Ranging Response received - T3 time-outJan 10 2023 16:00:36Alert (2)CM Certificate ErrorJan 10 2023 16:32:44Critical (3)No Ranging Response received - T3 time-outJan 10 2023 19:47:07Alert (2)CM Certificate ErrorJan 10 2023 21:14:21Critical (3)No Ranging Response received - T3 time-outJan 11 2023 09:59:43Critical (3)SYNC Timing Synchronization failure - Loss of SyncJan 11 2023 09:59:44Notice (6)CM-STATUS message sent. Event Type Code: 21Jan 11 2023 09:59:48Warning (5)Lost MDD TimeoutJan 11 2023 10:00:31Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time outJan 11 2023 10:09:40Error (4)Missing Mandatory MDD TLV on primary DS ChannelJan 11 2023 10:23:11Warning (5)MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1Jan 11 2023 10:23:11Notice (6)TLV-11 - unrecognized OIDJan 11 2023 10:23:11Critical (3)Config File Rejected due to Invalid or Unexpected TLV 11Jan 11 2023 10:23:16Warning (5)RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRWJan 11 2023 10:23:25Alert (2)CM Certificate ErrorJan 11 2023 10:28:14Critical (3)SYNC Timing Synchronization failure - Loss of SyncJan 11 2023 10:28:16Notice (6)CM-STATUS message sent. Event Type Code: 21Jan 11 2023 10:28:19Warning (5)Lost MDD TimeoutJan 11 2023 10:29:06Critical (3)No Ranging Response received - T3 time-outJan 11 2023 10:29:09Notice (6)CM-STATUS message sent. Event Type Code: 16Jan 11 2023 10:29:09Critical (3)No Ranging Response received - T3 time-outJan 11 2023 10:29:11Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time outJan 11 2023 10:29:11Critical (3)No Ranging Response received - T3 time-outJan 11 2023 10:29:13Notice (6)CM-STATUS message sent. Event Type Code: 6Jan 11 2023 10:29:13Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time outJan 11 2023 10:29:14Critical (3)No Ranging Response received - T3 time-outJan 11 2023 10:29:17Notice (6)CM-STATUS message sent. Event Type Code: 5Jan 11 2023 10:29:39Warning (5)MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1Jan 11 2023 10:29:39Notice (6)TLV-11 - unrecognized OIDJan 11 2023 10:29:39Critical (3)Config File Rejected due to Invalid or Unexpected TLV 11Jan 11 2023 10:29:41Warning (5)RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRWJan 11 2023 10:29:50Alert (2)CM Certificate ErrorJan 11 2023 10:43:06Notice (6)DS profile config update. DS Chan ID: 193.Jan 11 2023 10:53:50Warning (5)MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1Jan 11 2023 10:53:50Notice (6)TLV-11 - unrecognized OIDJan 11 2023 10:53:50Critical (3)Config File Rejected due to Invalid or Unexpected TLV 11Jan 11 2023 10:53:55Warning (5)RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRWJan 11 2023 10:54:04Alert (2)CM Certificate ErrorJan 11 2023 20:02:30Critical (3)No Ranging Response received - T3 time-out

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[cshep5528]

Here is a copy of it

[cshep5528]

You are saying call comcast and tell them I am getting these errors and it should be their fault?  I have had 3 affinity techs come over all say that there are no issues with anything and they are now charging me $100 per visit so I am hesitant to ask for anything else from them.

Quite frankly given the cost of the netgear product and gearhead support it should be providing better service than this.

[FURRYe38]

All the events seen on that page are on the modem side and only report what is happening when connected to the ISP so yes, the ISP needs to look at these logs as they control what goes on there. 

Please provide a screen capture of the bottom portion of the cable connections page so we can see that information for review. Scroll farther down the page to reveal this information. 

Have you opened up a support ticket yet with NG? 

[cshep5528]

OK will call comcast. I have had multiple tickets open with netgear. I currently have 2 open, one about the issue and one for a refund.  It has been over 2 weeks and still have not received a call about the refund. 

Here is the rest of the connection page

[FURRYe38]

There we go...

I see a few channels that are a bit over the power range recommended by NG:

https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router

I'd ask the ISP to reduce the power on the line a bit. Ask about a inline attenuator to help here. Up link is 5dbm so if they can get the down link around same, would be good. 

Have some Correctables but not horrible. Be sure to check all coax cable fittings and ensure they are screwed in to the jack in back well and snug. Be sure coax line is of good quality RG6 cable. Check for any coax line splitters as well. 

Also what FW version is loaded on the RBS and CBR? 

There is newer FW for both if you haven't already loaded them:

https://community.netgear.com/t5/Orbi-with-Built-in-Cable-Modem/New-CBK750-Firmware-Version-4-6-14-4...

Be sure to update the RBS first then CBR lastly.

Are you still on the 800Mbps speed tier from the ISP? 

[cshep5528]

Thanks @FURRYe38 I will call comcast when I get a chance.  One of the steps their tech took was to move the Modem directly to where the coax lines come into the house so we should be good there.  I am still on 800 speed with them, yes.  

As for firmware see below:

[FURRYe38]

Where is the CBR located? Hopefully on main level or 2nd level of the home. Basements are not recommended.

[cshep5528]

its on the ground floor.  Comcast said they need to send a tech over to decrease the power. Does that sound right?

[FURRYe38]

Yes, and have them look at any Errors, Criticals and Warnings in the event log.

[cshep5528]

Xfinity came over again reduced power on the line to ~2. This was yesterday and it already went out today.  Tech was very thurough and send me the below screenshots as far as he can see. Indicates the problem is with the modem.  Also been 3 weeks and still havent heard back from "customer care" which appears to have been named ironically.

Comcast tech indicated that it is not picking up flux or some kind of upstream or downstream channels cant remember which one he said.

[FURRYe38]

Ok, I'll pass this on to NG for review. It's the weekend so probably no contact until next week. @ChristineT @KevinLiT 

[Cinemagic310]

thats not true because I have it and it works fine! Download speeds are tyoically 820 to 1134

[cshep5528]

No resolution to date. Xfinity has confirmed its a netgear problem.  Netgear also confirmed it was a problem on their end (been dealing with it since October) that their engineering team is working on. Netgear said that it may take "some time" for their engineering team to resolve the issues. I am not optimistic. I would recommend contacting netgear to request a refund. They have offered me a replacement (will be my second one) but they are extremely difficult to get in contact with.  

If I dont have a working replacement within a few days I am strongly considering contacting the attorney general of Colorado about a false advertising complaint against netgear for claiming the modem works with xfinity on the packaging. 

[FURRYe38]

NG is reviewing this and is aware of current issues. 

The packaging is not of false nature as the CBRs since they first came out HAVE BEEN working with these ISPs just fine for past couple of years. Again, it's when the ISP decided to change there speed tier to not include the 1Gb and split the tiers into 800Mbps and 1.2Gb is when the issue happened. The CBR should work on the 800Mbps line. Is where the 1.2 Gb line comes into play that seems to be causing some problems as the CBRs LAN ports max at 1000Mpbs. You never see anything much beyond 900Mpbs on these ports ever. I agree that the CBR should work on any service speed as the modem is capable of well over these speeds. Something both NG and the ISP needs to work on. 

It's been recommended that for users having problems, downgrade there speed tiers to 800Mpbs in meantime while NG and the ISPs work this out. Nothing else we can do here in the forums. 

Also there are some users with working CBR750s on 1.2Gb support lines so this seems to be a problem only seen in some areas with each franchised local ISP. Not everyone is seeing this problem. So I highly doubt any AG will touch this based of historical working and current information. 

I've pass this along to NG in hopes someone will contact you and closing this thread for now. 

Good Luck. 

[cshep5528]

I know the 800mbps tier was recommended but I wouldn't go down that route. Ended up costing my an extra $50 per month from XFINITY and same problem. ISP has cost me probably $1K and more than 40 hours of BS calls through this whole fiasco.