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jwbrown72
20th Anniversary celebration
1st Topic

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4 Messages

Saturday, May 27th, 2023 8:11 PM

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Netgear Nighthawk CM2000 Speed Problem

I've had an ongoing performance problem with my Nighthawk CM2000 for months now. I've worked with the online (chat) support multiple times and gotten nowhere. At one point, they seemed to acknowledge an issue on their side and gave me a credit but I don't know the full reason why or what they saw. It's possible it was a good faith act on the customer service front. 

The behavior I'm encountering is the speed is fine (900Mb/sec) for a couple of days, sometimes a little more (4?), but inevitably "something happens" and my speed is reduced to less than 10% what I'm paying for. Speed tests at that point are in the 80Mb/sec range. I simply reboot the modem to resolve the issue. It isn't the end of the world, but it does get old. 

I've swapped my modem for the Xfinity-provided device a couple of times now. I've yet to see the problem with the Xfinity device. The most recent swap was a week ago and the speed is still great. That's far longer than I've ever made it with the Nighthawk and at this point I have no reason to believe I'll reproduce the issue with their equipment. 

There's a direct connection coming in and I don't believe it's a line problem. I'm tired of working with the online chat team because let's face it, it isn't a loose cable. What can I do on my side and who can I work with to get a resolution to this problem?

Question

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Updated 

2 years ago

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XfinityAntoine

Official Employee

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1.4K Messages

2 years ago

Thanks for reaching out @jwbrown72! I'm so sorry you've been having issues with internet speeds and getting the issues fixed. Has this been happening ever since you got the Nighthawk CM2000?

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jwbrown72

Visitor

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4 Messages

@XfinityAntoine​ No, it was working for quite awhile prior to the problem being observed on my end. My understanding was there was an update performed around the time the device would no longer maintain the subscribed bandwidth for more than a couple of days, but don't quote me on that. 

The xfinity device has now had a steady connection since May 21st (nearly two weeks) so it is definitely not the line.

Note: This may be a redundant reply. The first attempt didn't seem to post?

2 years ago

0

CCDaryl

Problem Solver

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828 Messages

@jwbrown72

 

Just to clarify, so I am on the same page, you are only seeing this issue with your nighthawk modem, and not with the Xfinity Gateway?

 

I no longer work for Comcast.

2 years ago

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jwbrown72

Visitor

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4 Messages

Correct. I've only seen issues with the Nighthawk.

2 years ago

0

XfinityBenjaminM

Official Employee

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2K Messages

@jwbrown72 Since the CM2000 device you have requires an external router if you want a wireless connection in the home, there may be something with the modem itself or the router that is causing the drop-off in speeds. Unless you are hardwired into the modem directly and there is no need for a wireless connection (external router). You may want to check with them in regard to firmware updates for the modem or replacing the router (if that is part of your setup). 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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2 years ago

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EG

Expert

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110.2K Messages

@XfinityBenjaminM​ wrote:

You may want to check with them in regard to firmware updates for the modem

FWIW. An end user can not update the firmware on a straight cable modem like the CM2000. The ISP updates the firmware through the cable system.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

2 years ago

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