Visitor
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2 Messages
cable modem shows as disconnected in Xfinity app but it's connected
Netgear Nighthawk CM2000 was installed and provisioned by an Xfinity tech. It is connected to the internet. It receives signal and works fine. It has been rebooted and power cycled multiple times. However, the Xfinity app continues to show the cable modem with an error message: Netgear CM2000 Offline. I've called Xfinity several times to fix this issue and the issue remains unresolved. They said it was an issue with the app and they would be pushing a new app "soon" but a week later there has been no change to the error message and no update to the app. I have not received a follow up call or a resolution so I'm turning to this forum with the hope that someone else has had this issue.
Why is the error message showing in the Xfinity app when the cable modem is connected and working as expected?
Accepted Solution
user_da6439
Visitor
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2 Messages
3 years ago
Thanks for the feedback. After I posted the message my internet service went down. I went to the cable modem to check it only to discover the modem was resetting itself. Not sure what happened on the Xfinity end but the Xfinity app (the purple one) shows the CM2000 as online! I’ll keep on eye on the modem speed and I have a backup modem in case this one goes down. Thanks for the tip.
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user_e71f89
Visitor
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1 Message
3 years ago
I have the same modem and the same issue. I've had this modem for a little over 18 months and it was great for the first 12 months but started getting really buggy in the last 6 months so I'm not sure who to blame here, if it's the modem or xfinity to blame. This same issue happened to me a few times and the last time was this past weekend and what I noticed was the download channel light (second from the top) was blinking. I pulled the power to the modem and kept it off for a few minutes, plugged it back in and everything went back to normal, including the xfinity app seeing my modem as being online. I bought a spare modem a month or so ago because I have a feeling that the CM2000 is going out which is what ended up happening to the CM1100 which the CM2000 replaced. I think I may be done with Netgear modems for now cause one bad one is a coincidence but 2 is a pattern.
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EG
Expert
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110K Messages
2 years ago
@TFROSONI
Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. 3-month-old marked "Solved" dead thread is now being closed.
For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on an old thread can delay getting help.
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