@XfinityPaula​ If you will take a moment to look at the Netgear site you will see that they specifically state that any issues related to the firmware (and any upgrading or downgrading) must be taken up with the ISP (Xfinity).  Xfinity says contact the manufacturer and Netgear says contact the ISP.  Not quality customer service (on either end to be honest)

@user_75kysp - Thank you for your feedback, our team is here to help! Can you please send a direct chat message with your full name and complete service address to “Xfinity Support”? To do so, click on the chat icon located at the top right of this forum's page.
 
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

@ralfo72 ... sorry to hear you are experiencing the same issue.  Sadly, I literally just had to revert back to using a rental modem ([Edited: "Inflammatory"].  Since the upgrade the reliability is so bad that it really can't be used.  

I honestly feel bad for the Xfinity technical support people who[Edited: "Inflammatory"].  I also feel bad they are [Edited: "Inflammatory"] checking connections multiple times, replacing brand new splitters, connectors, etc.

Technology issues happen.  I can (within reason) deal with the fact that the newest firmware is problematic.  What I can't deal with or understand is [Edited: "Inflammatory"].  As I see it, the easy short term fix is for them to rollback to the previous stable version (v2) while they research the root cause and product a version of v9 that works reliably.  Unfortunately, as others have mentioned [Edited: "Inflammatory"].  [Edited: "Inflammatory"].

@user_75kysp  - A benefit to choosing Xfinity Internet is that you're able to rent and use a Xfinity Gateway, or purchase and use your own equipment from the approved devices list. It's important to us that you have a great connection on every device and in every room. We are here to help. We'd appreciate the opportunity to ask a few questions and work together to ensure you're able to get the most out of your home network. Let's take a closer look at your Xfinity account details and troubleshoot together. Can you please send a direct chat message with your full name and complete service address to “Xfinity Support”?

@XfinityThomasA​ I have had multiple chats via the method you indicate.  Each time it is the same process. "We will send a couple signals to your modem"... looks ok (because at the moment it likely is).  "We will reboot your modem"... looks fine (obviously).  "We will send a technician out if you are still having issues" (twice).  When I tell them it is related to the firmware upgrade the same answer is always provided "We (Xfinity) don't push firmware updates to customer modems (100% false)".  Unless someone from Xfinity here posts directly that they have knowledge of how to downgrade back to the stable version or that there is a new, patched, stable version of firmware I have no interest in wasting my time or the time of the customer support person.

@user_75kysp Multiple issues of latency and disconnects per day are not the experience we want for anyone. Let's take a closer look at your equipment and the firmware together. We value your time and the chance to assist in resolving this issue and working together to be certain you are set for success while making things as simple and easy as possible. Can you please click the Direct Message icon at the top right of the page, click on the pen and pad icon, enter Xfinity Support in the "To" section of the chat, and provide us with your first/last name and full address, so we may further assist you?

@ralfo72​ absolutely can confirm this exact experience is not a one off. Same issue has started roughly the same time with my exact same model cable modem. Only added inconvenience for me is this is happening at a remote home 3.5hrs away so I end up completely dead in the water until I can get myself or someone physically there. 

@xfinity please take these complaints seriously as it seems more widespread than you believe.  Seriously have someone query your connectivity logs using this cable modem model & activity/inactivity gaps.

@user_8f3a46 Hello, I am happy to be of assistance. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

I appreciate the reply and I took the advice only to get in chat with a support agent who has me go through with the info to do something and then just stops answering and does nothing ... Thanks Xfinity support for nothing and Thanks XfinityMarcos most of all for leaving me waiting for a response for over an hour without the courtesy of telling me support can't fix ANYTHING!!!!

I keep getting DM's wanting to reset my modem and to restart my modem all of which result in no help, But then I realized a few things the last few days of checking something. And this is my response to their Customer Support here.

Here is my issue. I have reset my modem myself from my app, I have also restarted multiple times through the app I have done all maintenance, I have seen at prime times speeds of 900mbs between 7pm and 9:30pm and then the rest of the night especially early in the mornings around 2:30am and later when there should be no traffic on my line that I am getting the speeds I have sent you screenshots of .. this tells me basically one thing. That Xfinity is throttling my connection, for whatever reason. There can be no other explanation in my book. This is also NOT what I am paying for. 

I am wondering how many others of you, if you check your speeds and issues at certain times are having more issues at certain times than others, especially say when You yourselves are more active. I am a nightowl and am most active late at night and that is when I have the most issues. Maybe I am way off base here but nothing else is making sense after finding speeds during prime time hours as high as this. 

@user_75kysp We've replied to your Direct Message, please reply to us there.

@XfinityBenjaminM​ I have replied to your DM and as usual it takes hours or days to get a response and then the responses consist of the same method, which if you following your program that tells you step by step what to try over and over again, and you telling me to unplug and restart my modem and you resetting it repeatedly. If it hasn't worked by now as many times as its been tried, its not going to work. I also know you have to go by this program, as I have an acquaintance who was higher level support for Xfinity until recently. It is a problem somewhere on your end. 

Went to use my scanner yesterday (Canon MX920 Printer/Scanner) always connected to my Netgear CM2050V modem via Wi-Fi and got message No Scanner Attached.  I first thought it might be the recent Apple OS Sonoma upgrade so I went to my other system (Windows 10) and it too could not connect the scanner to the network.

Did all the usual PD including factory resetting both the modem and Canon MX920. No luck. Switching the MX920 to a USB connection solved the scanner issues on both systems.

Found that Comcast site says latest firmware is V2.01.03 but router says V9.0101 is installed. I have no other issues with the modem (speed, stability, etc.). While the Netgear modem is exclusive to Comcast, Comcast says contact Netgear support. Netgear says contact Comcast.   Just great.

@user_gaaxa0​ 

Disabled Ipv6 in the CM2050V, and the speeds are close to normal again.  Been like this for 2 days now.

Hello user_gaaxa0. We wanted to reach out and check in on the status of the connection. Appreciate your feedback and time! 

Hello @user_iznj8g. I would be happy to take a closer look at the service to see if I can find a solution for you. I know frequent disconnects are very troublesome, and I'm happy to help. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

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 gave up and ordered a xfinity modem. I work from home and can't be in the middle of netgear and xfinity finger pointing. 

@user_iznj8g Gotcha, I hope that it resolves your concern.

Really?  Very interesting.  Please report back what you encounter.  Sadly, for the near term I had to revert to using an Xfinity rental modem.  Mine wasn't in an environment where the level of instability was tolerable so I can't readily test without putting it back, getting Xfinity to swap them on my account, etc.  I did finally speak to someone in the Advanced Repair Department (think that was the name) who did make an actual effort to understand the issue and speak with the Engineering Dept.  I was at least able to get them to admit that we (end users) didn't make the change and in fact have no way of downloading / downgrading (or upgrading) the firmware on this particular line of modems (which is clearly documented on Netgear's site).  Also, to be fair, I have no doubt that whatever the actual "fix" that needs to be made to the firmware is actually most likely going to need to be made by the Netgear devs... not Xfinity.  However, Xfinity is the one that tests, approves and stages the firmware to be pulled by the modems so unless Xfinity agrees it is an issue and pushes Netgear I think we are out of luck.

@somp​ you asked them to or went back on it’s own and when did this happen?  If on its own, I wonder if this is due to them taking this modem off their recommended device list for faster upload speeds as this f/w was problematic. 

@somp​ yes agreed. Still pretty close to 100. At least we know the old f/w version was solid and hope this gives us stability until the figure out the problem.  I’m in NJ so wonder if they are pushing this out all over soon. 

@zandor60657​ 

I got email from Comcast yesterday.It said Netgear has to fix the firmware, it may take several months. In the meantime you can lease their gateway to get the increase upload speed or buy the modems that is on the approve lists.

@somp​ I also go this email. This modem *was* on the approved list when I bought it.