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thx_1138
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19 Messages

Tuesday, September 7th, 2021 11:28 PM

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Three Netgear Cable Modems burned out in the last 6 months when an 'outage' occurs

Enough is enough.. I've had 3 netgear cable modems burn out the past year.. and two of them were CM2000 mutli-gigabit cable modems in the past 3 months. The third CM-2000 is on its way from Netgear now.  What do they all have common besides the brand name? Every single time this has happened it's been during an "outage". Over labor day there was an "outage" that lasted over 6 hours.. that's fine.. outages happen.. But outages shouldn't be destroying my modem either. I can't imagine anyone tolerating 3 landline telephones being destroyed in their house when the Phone  Company had a line go down and I sure am not tolerating it with Xfinity either.

I called into customer care about what happened and was given scripted responses from an outsourced call center and told that it "wasn't comcast's problem" and that there's a "difference between the cable signal and the electricity powering the modem".. and I was spoken to like I'm some kind of idiot. ONE modem being burned out is a coincidence.. THREE IS NOT. I told the rep on the phone the same thing I'm going to say here: I want a service supervisor from a US call center to contact me and tell me what is going to be done to rectify this problem or my next call will be to my state's public utility commission.  Enough is enough, and I'm tired of 'outages' burning out my equipment.

Question

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Updated 

3 years ago

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3

MNtundraRET

Gold Problem Solver

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5.9K Messages

4 years ago

That could happen in an electrical storm, if the coaxial cable was not properly grounded.   You would be better off plugging the modem into a special outlet strip with surge protection.   You may live in an area where lightning bolts strike close to your home.

7

thx_1138

Visitor

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19 Messages

@MNtundraRET NO lightning.. CLEAR skies.. and I'm already using a surge suppression system.. in fact I've tried a couple.

This is on Xfinity and Comcast.. period.

4 years ago

EG

Expert

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110.2K Messages

Concern moved here to this help section for assistance from actual Comcast employees.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

4 years ago

thx_1138

Visitor

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19 Messages

@EG

Thanks.  Much appreciated. 

4 years ago

CCJay

Official Employee

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618 Messages

Hi there, @thx_1138. Thanks for bringing your power issue to our attention. Let's work together to make this right! Have you already had one of our expert techs out to check on things? 

I no longer work for Comcast.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

4 years ago

0

thx_1138

Visitor

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19 Messages

@XfinityJay  What expert techs??  I don't get an expert tech on the phone, that's for sure.. not until I'm yelling at people.

4 years ago

0

thx_1138

Visitor

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19 Messages

4 years ago

Just to make sure I close out the discussion here...

- No.. my problem was not resolved.

- After a tech named Bryce came to my house and validated that yes, there was a signal problem coming from the junction two houses down from me to my house he opened a work order. I thought I was finally going to get my problems resolved.

- I got a phone call from Xfinity confirming that they were going to start work on getting a new drop buried.

- Two weeks later I got a message via Xfinity support confirming that my problems were solved.

- They were NOT solved.

- They said the reason for the line drop being cancelled was because my neighborhood had aerial lines so no need to call 811.

- Just to make sure.. I went outside of the house I've lived in for 23 years.. and looked up and around.. NOPE.. NO aerial lines.

- So.. back to square one and escalating to Xfinity.

- ANOTHER tech was sent to my house named Michael

Michael said that an "escalation tech" was sent out after Bryce and said that all was OK and no need to send out 811, do another drop etc. So the work was cancelled. Michael confirmed the same signal strength levels that Bryce confirmed.. and yet.. NOW it's not a problem?

I asked Michael this and his reply was "Well... it's better than at *my* house...."

I would hope so.. given what I pay per month.. but that's hardly a response.

Seriously.. this is completely unacceptable. If another provider can ever give me service with the bandwidth I need in my area, I will drop Xfinity like a hot rock.  4 new cable modems in 6 months... and I have to keep a spare on hand at all times in the event of another failure. Which, btw, I let Michael know that I will be screaming at Xfinity tech support the moment it happens AGAIN.

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CCMorgan

Gold Problem Solver

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3.3K Messages

This is certainly a unique situation you were dealt with here and I understand your frustration with the situation, the back and forth, and the time/effort you've spent on this. Since we've recently come out and checked/confirmed that all is well, then let's continue to keep an eye on things. If anything else comes up, feel free to come back here and let us know so we can provide further support. We are here to help and that is exactly what we'll do! Hopefully we've got everything on the right track at this point to where this isn't something you'll have to revisit. 

I no longer work for Comcast

4 years ago

0

thx_1138

Visitor

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19 Messages

Hopefully we've got everything on the right track at this point to where this isn't something you'll have to revisit. 

I'm confident that this issue is anything BUT resolved.   It's nowhere *near* resolved.

4 years ago

0

XfinityMarcos

Official Employee

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2.3K Messages

@thx_1138, I can only imagine your frustrations in having to deal with this for so long. I'd like to review your past tech visits to read the notes or resolution codes that were left. Did your past techs mention anything about your coaxial cable being grounded properly? We could also look into submitting a damage claim, that way you could possibly be compensated for your equipment. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

4 years ago

thx_1138

Visitor

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19 Messages

@XfinityMarcos  I've already been thru this multiple times. I've had the coax ground and grounding block replaced TWICE. 

> We could also look into submitting a damage claim, that way you could possibly be compensated for your equipment.

I sincerely doubt that will go anywhere.. you've made it quite clear you won't fix the root problem which is a grossly aged and outdated cable drop that needs to be replaced.

3 years ago

0

XfinityArmand

Official Employee

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2.1K Messages

We are glad to assist in getting this resolved for you @thx_1138.  While I do understand the current state of affairs is less than ideal, we definitely want to get this taken care of for you.  When you are ready, please feel free to shoot us a private message with your full name and complete service address so that we can get to work on this for you.  

 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://comca.st/317XdOm 

 • Click the "New message" (pencil and paper) icon

 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 •  - An "Xfinity Support" graphic replaces the "To:" line

 • Type your message in the text area near the bottom of the window

 • Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

user_b5a9b2

Visitor

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1 Message

3 years ago

I have the same issue.  But once every nine months like clockwork. 

3

thx_1138

Visitor

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19 Messages

@user_b5a9b2  And insipid comments like "I can only image your frustration" do not help, either. I've never been so aggravated in all my life. 

3 years ago

0

user_795fec

Visitor

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1 Message

So have you figured this out yet? I’m also having problems with nighthawk modems  3 in 6 months they just start flickering all lights and plug in a new one and works great for a wile. Cm2000 model

(edited)

3 years ago

0

CCGina

Official Employee

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800 Messages

Oh yikes, @user_795fec, I'm sorry to hear that you are also having trouble with the modems.

 

The original poster stated that their issues consistently occurred following an interruption; is that also when you are see the lights start flickering? Or is there anything else that seems to precede the modem no longer working? 

I no longer work for Comcast.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

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