U

Visitor

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1 Message

Sunday, February 6th, 2022 7:33 PM

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Lost Connection with Netgear CM700 and Nighthawk R7000

I am facing two problems:

  • Lost connection: I lose connection every day and it can take a few minutes before the connection comes back. Sometimes it comes back on its own and other times I have to restart both the modem and router
  • Slow connection: I am paying for 800Mbps, but I am really getting an average speed of 130Mbps when I test the connection multiple times on multiple different websites.

My equipment:

  • Netgear CM700
  • Netgear Nighthawk R7000 (firmware V1.0.9.64_10.2.64)

What I have tried:

  • Called Xfinity a few times and the last two times I called both agents said everything looks good and they recommended calling Netgear to see if the issue is in the equipment
  • I tried to update the rollback of the router firmware, but no luck, that did not make a difference
  • Lastly, I looked at the modem logs and I found errors that are also reported online, and it seems that those errors are not related to equipment defects.

This problem has been going on for two months now and it's getting really annoying when living in a house where everyone uses the internet for school/work.

Below attached is the event log and cable connection data for the modem, right after restarting. 

It's a google doc so just click the link and the pictures will be in there

https://docs.google.com/document/d/1V6WgQKKRjNj_2DfQkY39Tx-9EWpFLLjpxicYEdWpodI/edit?usp=sharing

Official Employee

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553 Messages

3 years ago

Hello @user_58e0bf, thanks for reaching out for help on our forums! You've reached the right team to help and we can certainly assist with these internet concerns. I would definitely be unsatisfied if I wasn't getting what I paid for. In order to get started can you please send us a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

Visitor

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4 Messages

3 years ago

The 2nd issue sounds eerily familiar to my Netgear R6700 a while back.  Check this post:

https://community.netgear.com/t5/Nighthawk-WiFi-Routers/R6700v3-Wired-Connection-200Mbps/m-p/2195726#M211028

The factory reset finally solved it.

I have the lost conection issue 2-3x per week sometimes more (3x yesterday).  It lasts 5-10 mins and comes back.  Xifinity support told me they do regular maintenance and the conneciton resets when doing so.  Really convenient when in the middle of a meeting or watching something from the DVR.  I would change service if I could.  Currently [Edited: "Language"] on that....

(edited)

Official Employee

 • 

1.2K Messages

@user_eb4479 I'm sorry to hear that you are also having these intermittent connections, especially when working from home or just relaxing. I'd be happy to help look into this for you. There are times when we can check the incoming signal to your home and see distortion in the line that could be causing the connection to be unstable throughout the day. Just a thought, but we can certainly help however we can to turn this around for you. When you have a free moment would you please send our team a direct message with your full name and full address? 

 

To send a Direct Message:

 

Ensure you are logged in

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    • 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.
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