Netgear Nighthawk CM3000 Locks Upstream Temporarily after Reboot

Hello, I recently updated the firmware on my Mikrotik RB5009 router and when the RB5009 rebooted after it was installed, I no longer had internet.

After hour of troubleshooting on my end, I traced it to an ISP problem. I called Xfinity which conferenced in a Netgear Support Agent who had me reset the modem using a paperclip for 45 seconds. This allowed me to go online but shortly after the conversation ended, I lost internet again.

I called back Netgear, spoke to another support agent and he had me unplug the cable modem for 30 seconds, and upon plugging it in, I had internet for a short while then lost it.

The upstream LED on the front of the CM3000 is active and steady before it turns off which causes me to lose internet.

I called Xfinity and they have escalated it to their advanced support team and now I am waiting for a callback from them.

I don’t know what happened but this cannot be related to my router’s firmware update.

Should I continue waiting for the Advanced Support Team?