Visitor
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2 Messages
Netgear CBR750 Shows Offline in Xfinity App
I tried to upgrade me speed package to the 1 GB offering. A day or so later, someone from Xfinity called me but did not leave a message. I went online later to see that the upgrade did not process. I attempting the speed upgrade again. Same thing. I downloaded the Xfinity App and it showed my Netgear CBR750 as being offline. When I activated this modem a few months ago, it worked fine and showed as fine in the app.
I can access the internet using my CBR750 without any issues, so the modem is definitely not offline, but will not take the signal from Xfinity to allow the use of the upgraded speed package. I Clicked the Xfinity App Internet Troubleshooting and clicked "Restart Device" button. After a minute or so, message says "Your modem is unresponsive. Let's try restarting manually"and also showed the CM MAC of my CBR750. Clicked Continue button and followed the instructions to "Restart your modem". Once the modem was powered back on, I clicked the "Check Connection" button.
After 5 minutes or so, it says "We're still not receiving a signal from your modem. Let's schedule an appointment and one of our specialists will take a look".
The Xfinity tech just left and didn't have any answers, but did a Google search which pointed to a lot of folks having issues with this modem after some sort of Xfinity upgrade that was done in their area. I had such an upgrade done in area a few weeks ago.
How can I get this corrected?
Accepted Solution
BruceW
Gold Problem Solver
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26.5K Messages
2 years ago
Perhaps not the root of your problem (there of lots of "modem works but does not show up in the app" posts here), but be aware that Comcast does not approve the CBR750 for use with Gigabit service. https://www.xfinity.com/support/devices lists it as approved for use with plan speeds "Up to 942 Mbps".
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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Accepted Solution
EG
Expert
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111.3K Messages
2 years ago
@DamonGS
You are not going to be able to upgrade to a Gigabit Speed Tier with that modem as @BruceW has alluded to. Comcast will not support that speed with that model. https://www.xfinity.com/support/devices#details
What happens is that if you use an incompatible modem for a faster speed tier, the modem will default down to using a slower speed configuration file. A compatible device needs to be used.
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CCBrian1
Contributor
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367 Messages
2 years ago
Hello @DamonGS , thank you for taking the time to reach out to our great team through Forums. I appreciate your patience with our response. I understand you were attempting to upgrade your internet plan and had some issues. I would love to look into this for you. To help get started, could you please send our team a direct message with your full name and full address?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
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
See https://comca.st/3KQF8q9 for an example.
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hlcsco
New Poster
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5 Messages
2 years ago
I think this borders on anti-trust by Comcast to make a modem “incompatible” with them. We have the same issues and this modem disconnects many times a day. The tech we spoke too told us the only way to solve is to rent a modem from them…
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