Visitor
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2 Messages
Netgear NightHawk CM2000 firmware / slow speed issue.
First before I get started, I checked all my 2.5 GB cat 6 lan cables, my computer can max out 2.5 Gbit from another local system on my switch. My router has wan and a lan that is 2.5 Gbit hooked to a trendnet 2.5 switch along with my computer having a 2.5Gbit nic. I used to get 1.2 Gbit speed from my xfinity connection when I checked around a month ago. I checked all my internal RG6 cables with a open/short tester, and no issues. I hooked my cable modem directly to the line coming in from the yard and got the same results of 700Mbit/s.
Problem:
A couple days ago I started noticing issues with a slower speed speed than I'm used to, so I checked the netgear night hawk cable gui page at 192.168.100.1 which showed a poor connection on my down stream. After testing with speed test and xfinity's speed check, my internet connection is only running at about 700 Mbit instead what I used to get 1.2 Gbits, so I tried getting support on it from Xfinity. Support told me that my modem wouldn't accept the latest firmware. I asked Xfinity support for the version of firmware they are trying to update it with and directed me to netgear support. They either didn't know or wouldn't give to me. I mean getting what firmware version should be and that they are actually updating it to is very important part of troubleshooting the issue.
So going forward does anyone know what the actual version my firmware should be on my Netgear Nighthawk CM2000?
My modem reports V8.01.02 and the netgear site also says this.
https://kb.netgear.com/000036375/What-s-the-latest-firmware-version-of-my-NETGEAR-cable-modem-or-modem-router . but doesn't mean it is the correct version that Xfinity currently using as they could be pushing out a new update.
Right now it's either the issue support is saying, the firmware upgrade problem which they are telling me to go to netgear support which netgear will probably tell me to go back to Xfinity, and go into a support loop, or the issue is poor connection the modem gui is actually reporting on the downstream. Does anyone have a suggestion on how to proceed for this problem as I pretty much eliminated any internal coax and network issue?
AppleTechAlin
Contributor
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14 Messages
2 years ago
Did you try to call Executive Support Team if everyone else is doing the run around game? <Edited: Forums Guidelines>
Typically the big wig support reps up there get things fixed and know way more than the lower level guys and clearly you know your network and your modem.
As for Netgear's website, they report that the current Comcast firmware is what you are on. There is always the chance that the quality issue isn't in your coax or your house but outside of your house, as happened with my internet a while ago, we had a squirrel damage the wiring causing the speeds to drop as low as 30MB/s. Comcast ended up sending a tech out to inspect the lines, found the damage to the exterior wire and had to run a whole new cable from the pole to the property.
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darkbluman
Visitor
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1 Message
2 years ago
No suggestions unfortunately. I'm having the exact same issue and it's not the first time. The same thing happened when I had a netgear nighthawk CM1200; everything was working great until Comcast pushed out a firmware update, and then everything went down hill. I replaced the cm1200 with the cm2000. I should have forseen the same issue occurring with another netgear nighthawk series...
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XfinityRay
Official Employee
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2.2K Messages
2 years ago
Hello, @Arthon. Thanks for reaching out for assistance with your internet speed. We want to ensure things get working up to speed once again. You would get firmware updates from your manufacturer. Have you checked for firmware updates using your router's administration site or consulted your user guide?
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jabirdv
New Poster
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2 Messages
2 years ago
I have been having the same issue for going on 4 weeks. Have had techs out twice and have been on the phone (or the gatekeeping assistant) for days, if hours were aggregated. Currently waiting for someone to call me from the technical area. All splitters have been removed, the connection to the house has been reworked and the lines physically inspected.
I went as far as replacing my 2 year old CM2000 with a new one yesterday to have the exact same issues. So it is not the hardware.
The technician yesterday showed me that the SNR that Xfinity is seeing is higher than what the modem is seeing - and I suspect that this may be the big issue - the signal needs to be amplified. All of this started when I cancelled my Xfinity TV service. According to the technician. theoretically there should be no impact on signal strength...but clearly there has been (or someone turned down the signal at the box at the same time that cancelled the cable TV).
Frustrated does not even begin to explain how this is making me. I have had Xfinity for over 6 years and have had no internet issues until now - but the run around that I have been given over the past 3 and a half weeks is ridiculous.
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user_9010f0
Visitor
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3 Messages
2 years ago
I am having the same issue! Using a Netgear CM2000 with Xfinity's Gigabit 1.2 Gbps service, but I'm only getting 600 Mbps tops. Most tests are actually in the 400-500 Mbps range.
I bought the CM2000 as a replacement for the CM1000, which was getting over 900 Mbps out of the same line just yesterday, so this really has me confused. I've called Xfinity support several times, and they tell me to reach out to Netgear, who then tells to call Xfinity. It's a nightmare.
When I look at the modem's diagnostics, it says the "downstream power level" is bad:
- Downstream Power Level: Bad
- Downstream power is poor (17.2dBmV). The recommended level is between -10dBmV to 10dBmV.
Also had these error codes:
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EG
Expert
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107.1K Messages
2 years ago
@user_9010f0
Please redact all of the CM MAC and the CMTS MAC addresses in your error log entries for your privacy. They are considered to be personal information. The posting of personally identifiable information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically. It flagged your post as "Private".
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user_9010f0
Visitor
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3 Messages
2 years ago
I was able to fix the downstream power levels to get them back into an acceptable range. Now everything is showing "green" for the CM2000. But my speeds are still only in the 400-600 Mbps range.
Here is the event log after another modem reset:
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Arthon
Visitor
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2 Messages
2 years ago
To fix the issue, I went the route of least resistance because I know that Comcast wants you to use their modem, and cares very little to help out with these issues. Using their modems, I would relinquish control over my home network, and even my home network privacy no matter what the policies they have in place as they change options in the config back every time there is a modem/router updated. I continued to troubleshoot and kept wasting time going no where with testing the wires and modem resets to default, so I just threw money at the problem, and bought a Arris Surfboard S33, and while I don't like the design due to heat issues, I never had firmware or bandwidth issues in the past with an Arris modem. I just attach a 120mm case fan to the side to keep them cool, and Arris modems last forever. My speed went back up to 1.2 Gbits/40Mbits once I switched it out which is what I'm paying the 70 dollars a month for 2 years. Just annoyed I had to waste 150 bucks on the Netgear, but I would rather pay that than use a Comcast modem.
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