Visitor
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3 Messages
Netgear CAX80 Modem Router
Have Netgear CAX80 Modem Router I purchased. Had approximately 15 months. Power light is solid white-no others lit or blinking. Is disconnected from home network. Have powered off/on cked connections but situation is same. Did hard restart to factory settings but no changes. Determined not current software version but can’t update because it’s disconnected from network. Nothing seems to work.
Accepted Solution
EG
Expert
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112.9K Messages
3 years ago
First. Check here for info on any possible local outages;
https://www.xfinity.com/support/status
Use a cell phone internet service, a public WiFi hotspot, or a neighbor's internet if you need to to check it.
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Accepted Solution
ilikecerealtoo
Contributor
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16 Messages
3 years ago
Hey @DaleD13 I have some bad news. I have been troubleshooting this same issue since mid-July. Netgear and Xfinity accidentally pushed out a bad firmware update last month and are secretly scrambling to fix it. I think it is all hush hush because no one wants to get into legal trouble but it is likely bricked. You need to open an engineering ticket and contact Netgear through the support forms.
I bought my CAX80 in Feb 2021 and just got off the phone with Netgear (like just now). They said even outside of warranty they would request an RMA replacement for me (and I am not alone). They were careful not to take responsibility but admitted my firmware update failed. Odd since I have not tried to update my firmware recently ;-) but this strange setup where Xfinity is allowed to flash out personal devices' firmware is backfiring. We buy the CAX80 because we know what we are doing... why not tell us when to update instead of pushing out stuff secretly at 4am.
Don't get me wrong, I have LOVED the CAX80 and highly recommend it as the top-end Xfinity modem/router. This firmware issue is a big pain though...
(edited)
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DaleD13
Visitor
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3 Messages
3 years ago
Thanks for information. I purchased replacement unit. Because of your information I’m going to contact Netgear regarding RMA.
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ilikecerealtoo
Contributor
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16 Messages
3 years ago
@DaleD13 I just got a new CAX80 RMAed from Netgear last night but there is no guarantee a bad system firmware flash won't kill this one too. #fingersCrossed
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djab203
Regular Visitor
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5 Messages
3 years ago
Same problem here and from reading another thread I found out my CAX80 got bricked because of a secret firmware push by Netgear & Xfinity. I contacted both companies at first thinking the problem was only with my modem, and they had me do the usual reset crap and tons of unsuccessful troubleshooting steps. I literately spent a week going back and forth with both companies until and even purchased GearHead support since my warranty was expired but they were miserably since they only provide phone support. After finding out so many people had this same problem and there was no solution other then a hardware replacement, I decided to purchase a Motorola modem and stay away from Netgear. I'm still super mad at Netgear & Xfinity for not owning up to this problem they created which so many are a victim of and they refuse so do what is right. This is a very expensive $400 modem so I really hope they look into this and take care of the affected customers.
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Ladybug5
New Poster
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5 Messages
3 years ago
I have exactly the same problem. Netgear says Xfinity has to help install (push it) and Xfinity denies that they have any information concerning that or support to do so.
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user_b63525
Visitor
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3 Messages
3 years ago
Hi there, Sailing in the same boat with CAX80. It got flashed after an Xfinity outage, and I couldn't recover it even with a force firmware update using Tftp, the hardware warranty just got expired and trying to get Netgear to provide me with a replacement. Were any of you able to get the RMA for your devices out of the hardware warranty? Trying to find a path before I end up buying a new one
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user_b63525
Visitor
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3 Messages
3 years ago
@ilikecerealtoo How did you manage to get Netgear to agree to make an exception and issue an RMA in your case? I'm trying to do the same and so far no luck
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