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user_d2c387
1st Topic

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3 Messages

Wednesday, April 12th, 2023 3:53 PM

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Xfinity app says my NETGEAR CBR750 is Offline, but is not

I activated a new Netgear CBR750 Cable modem a few days ago.

Activation using the Xfinity App went without any issues.  I can access the internet using my CBR750 home setup.  It is working great.

Problem is the Xfinity App home page shows:  "Your CBR750 is offline".  So, I Clicked the Xfinity App Internet Troubleshooting and clicked "Restart Device" button.  After a minute or so, message says "Your modem is unresponsive.  Let's try restarting manually"and also showed the CM MAC of my CBR750.  Clicked Continue button and followed the instructions to "Restart your modem".  Once the modem was powered back on, I clicked the "Check Connection" button.

After 5 minutes or so, it says "We're still not receiving a signal from your modem.  Let's schedule an appointment and one of our specialists will take a look".

So my internet service is working fine with the CBR750 cable modem.  I don't believe I need someone to come out to my house.

Any ideas why this is happening.  I've opened a case with Netgear for this issue also.

Question

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Updated 

2 years ago

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CCMartin

Gold Problem Solver

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2.9K Messages

2 years ago

@user_d2c387

 

Hello! I wanted to touch base with you as its been a couple of days since you made this post. Sometimes issues like this will resolve on their own, but I want to make sure. Let us know and then from there we can decide on what to do next. Thank you for taking the time to post here through our Xfinity Community forums! 

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user_d2c387

Visitor

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3 Messages

@XfinityMartinB​ 

this is still a problem

2 years ago

0

CCKrystal

Problem Solver

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385 Messages

Thank you for your response @user_d2c387. I am sad to read you are still experiencing issues with the Netgear modem CBR750 not connecting. We appreciate all the steps you've tried to get it working. :) 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

  • Click "Sign In" if necessary
  • Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
  • Click the "New message" (pencil and paper) icon
  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
  • As you are typing a drop-down list appears. Select "Xfinity Support" from that list
  • An "Xfinity Support" graphic replaces the "To:" line • Type your message in the text area near the bottom of the window • Press Enter to send it

I no longer work for Comcast.

2 years ago

0

user_d2c387

Visitor

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3 Messages

Thank you for your assistance.  I messaged Xfinity Support as you suggested.  The were able to confirm that my cable modem was online and working.  They were able to remotely restart it.  I can see the modem is online in using:  https://customer.xfinity.com/#/devices.

The issue appears to lie with the Xfinity App for iPhone not updating.  They recommended to wait a billing cycle to see if the app shows the correct status.

2 years ago

0

CCOtto

Problem Solver

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497 Messages

Hi, @

 
 

 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a direct message:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

I no longer work for Comcast.

2 years ago

0

flatlander3

Problem Solver

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1.5K Messages

2 years ago

My Netgear shows offline too.  No firmware hooks for their phone app or website. 

Control it locally.  You might still be able to send a reboot signal from their end still.  That works on most modems/gateways 3rd party or not.

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user_751b03

Visitor

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5 Messages

2 years ago

Same here.  All issues started last fall, after they upgraded their network and double the speed for free.  Xfinity app also shows my CBR750 offline too.  Even worse, every 3 days my download speeds drops to 1 Mbps and I have to restart my modem with the Orbi app or unplug it.  Netgear RMA my modem 3 times and still have these same issues.  After 3 months of of troubleshooting, Xfinity finally told me the CBR750 is not compatible with their new network until Netgear releases new firmware. [Edited: "Language"]

(edited)

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user_ed5be4

Visitor

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2 Messages

@user_751b03​ oh man! We are on the same boat!

I wonder if you have solved the issue? 

2 years ago

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user_7c70ce

Visitor

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1 Message

Same issue for me also. Your CBR750 is offline. They keep telling me it will self-resolve. Multiple calls over 2 months and no change. It affects how I can remotely access the modem and see it is working. For a rental property this is a deal breaker. 

2 years ago

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XfinityThomasB

Official Employee

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1.9K Messages

Hello @user_d2c387. Appreciate you getting us in the loop! It seems like there might need to be an account refresh. When you spoke over the phone did our team walk through that process? Really appreciate you making sure we in the loop with this. 

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

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user_flash99

Visitor

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2 Messages

2 years ago

Hi, everyone up there! Have you resolved the issue? I recently bought this CBK753 set (CBR750 with 2 additional satellites), and am now experiencing the same issue. My Xfinity app shows it is offline, and my download speed suddenly dropped to below 1mb after 1 day. I had to restart the router to resume my speed. My plan is 1GB with Xfinity.

I'm thinking if I should return this CBK753 set and switch to a CM2000 + mesh wifi system, or maybe just get a CAX80 instead. Any idea? Much appreciated! 

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user_751b03

Visitor

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5 Messages

2 years ago

After replacing 3, CBR750, several months dealing with Xfinity & Netgear, and the 5th Xfinity tech came out to tell me that after Xfinity upgraded their network this modem is not compatible with Xfinity until Netgear releases a new firmware.  I returned the CBR750.  I purchased a Netgear CM1100 modem and Netgear RBR750 wifi router.  Which is basically the same setup but without the built-in modem.  The CBR750 satellites are the same as the RBR750 satellites which is RBS750.  With this new setup, I have no issues for the past months and can reuse my RBS750 satellites. 

You should definitely return your CBK753 and switch to a modem with a separate router mesh Wi-Fi system.  I'm staying away from the all in one modem, router, and wifi system.

(edited)

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user_flash99

Visitor

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2 Messages

@user_751b03​ I really appreciate your input here! That is really unfortunate to hear, sorry you had to go through all these back and forths. In that case, I probably should stay away from CAX80 too. I will try your standalone modem + mesh system once I return this CBK753 set. I feel either Xfinity or Netgear should be working towards fixing this, this is an expensive set of devices, and both Xfinity and Netgear list it on their website that the CBR750 is a compatible device : (

Anyway, thank you again!

2 years ago

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hlcsco

New Poster

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5 Messages

2 years ago

I also have this same issue and have to reboot my CBR750 at least every three days. I wish Xfinity and Netgear would do something about this!

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