Visitor
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3 Messages
Xfinity Says Replace My Nighthawk CM3000 Modem
Hello,
A couple of days ago I had a technical support call with Xfinity regarding a streaming issue. During the call, they checked modem status and claimed that the modem was generating errors. They scheduled a tech visit to assess. Since I run my own CM3000 modem, the only thing the tech checked was line quality. The quality was determined to be good, all the way into the final connection to the modem. The tech suggested that the modem was bad.
I looked at the system log for the modem last night, and indeed there are a lot of critical messages, including SYNC errors and T4 time out errors.
Does the community agree that the CM3000 is suspect, or should I do more assessment of the line in? I've been told by the Netgear community that the line in quality is still suspect, but I don't know how to prove that.
Note: About a year ago the house next door was struck by lightning. It immediately cooked my TPLink router. The CM3000 seemed to not be affected, but maybe it was but it was able to work just well enough to get by?
Thank you.
XfinityJeniece
Official Employee
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4K Messages
2 hours ago
Hey there, @user_donk4a, I can see how concerning it is to deal with repeated modem errors and mixed signals on whether it’s your equipment or the line causing the issue. We would be happy to take a look at your signals on our end. Can you please send us a Direct Message with your full name and your full address?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
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.
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