Contributor
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80 Messages
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?
Agilis
Contributor
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80 Messages
14 hours ago
The advanced support team did not call. Xfinity did some kind of Self Heal process and determined that a tech must visit my home and that will not happen until Friday or Saturday. I cannot be without Internet for that long because of work.
I connected my laptop directly to the cable modem and that worked and stayed online. However when I attempt to connect to my router, I can only maintain internet access for a short while until it’s lost.
Can anyone help? It’s like Xfinity is blocking my router’s MAC address.
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EG
Expert
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119.4K Messages
2 hours ago
Not sure if this will fix it, but try cloning the MAC address of the PC that works into the Microtek's MAC address cloning feature. Then reboot / powercycle the Netgear modem and see. Good luck !
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