Visitor
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3 Messages
Netgear CM3000 V6.01.04 Provisioning Conflict (Flawless 44 dB SNR / Perfect Power Levels)
Hello. My customer-owned Netgear Nighthawk CM3000 is throwing massive uncorrectable error counts and experiencing packet drops.
I have verified my physical signal levels, and they are immaculate. My downstream and upstream power levels are perfectly within specification, and my Downstream SNR is sitting at a flawless 44 dB across all channels. There is zero physical noise on this line.
The modem was recently updated to firmware version V6.01.04, and my status page shows that Upstream OFDMA Channel 41 is active. This is a documented firmware/provisioning incompatibility specific to the CM3000 on high-split nodes. Front-line chat agents tried to deflect to the manufacturer, but per Netgear documentation, firmware provisioning is handled entirely by the ISP headend.
Can a Digital Care specialist please escalate this to the engineering team to either roll my firmware profile back to V5.01.02 or temporarily remove the Upstream OFDMA channel lock
from my account profile to stabilize my connection? Thank you.
XfinityAngie
Official Employee
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3.1K Messages
14 days ago
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user_qq4wft
Visitor
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3 Messages
2 days ago
I found your post as I just had to reboot my modem for the umpteenth time due to the same critical errors being thrown on my Netgear CM3000 modem.
I posted about the same issue here on the forum a few months ago with no acceptable resolution, and have (at Xfinity's suggestion) gone through as many levels of tech support on the phone as they will allow you to get to, which ultimately required a tech person to come to my home to check signal levels, etc., which of course were also verified to be ideal. All of this was a massive waste of everyone's time. All I needed, which I explicitly requested from everyone I came in contact with, was the same thing you're requesting, a rollback to V5.01.02 firmware, but even the tech support phone number that the technician had access to read the same pathetic script to him - Xfinity claims they *cannot* roll back firmware and that it's Netgear's fault/responsibility, even though it is indeed the ISP who must push modified firmware. Xfinity's customer service is beyond awful and they truly do not care about their customers who have customer-owned equipment anymore. Everyone I've been able to reach reads from the same infuriating script, stating the same thing over and over about how they are incapable of pushing firmware to customer-owned equipment. It's frustrating and shameful.
This modem worked perfectly and was rock solid before they pushed the V6.01.04 firmware. I really hope you are able to get someone to help you. If you are, please report back and let us know how you were able to get in touch with someone who was actually helpful.
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ocp_qcd_pp
Visitor
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6 Messages
5 hours ago
If at least their gateways were any good but they cause a lot of wifi noise even in bridge mode you can't totally disable the radios (that was the reason I had to buy my own modem). So it has become very difficult to use xfinity, I guess fiber will be the answer.
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