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Netgear CM500 need replaced?

New Poster

Netgear CM500 need replaced?

I bought a Netgear CM500 about 2 years ago when I had 75Mbps down. I recently moved and my connection now is 400Mbps down. I have a major problem since moving where my uplink stream isn't working right and the green light flashes and times out constantly. It does this for all 16 channels and then reboots the modem. This happens most during evening hours but can happen in the day. I have had their techs come out twice and they say everything is operating normally when they hook their equipment up. They replaced a coaxial line and it helped for a month and now my internet is back to DCing. I just realized yesterday that my speeds aren't supported by my modem according to comcast because it's only 16 channel down and 4 channel up. Could  this be causing the DCing?

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New Poster

Re: Netgear CM500 need replaced?

Here are some captures of errors that I am seeing and logs.

 

https://imgur.com/a/qxzXzNl

Expert

Re: Netgear CM500 need replaced?


@brownz wrote:

 I just realized yesterday that my speeds aren't supported by my modem according to comcast because it's only 16 channel down and 4 channel up. Could  this be causing the DCing?


Right. That modem won't support 400 down;

 

https://mydeviceinfo.xfinity.com/device/netgear-cm500v-629

 

but that wouldn't cause disconnections and spontaneous re-boots. Something else is going on with the RF signals / connection quality. The downstream power is in spec but it is a bit higher on the highest channels. There is a bit of cable "tilt" going on there. First, try this stuff and see if anything applies. Please post back if there is no improvement and I will escalate this issue to Comcast corporate employees.

 

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to get the techs involved again.



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New Poster

Re: Netgear CM500 need replaced?

I had a tech replace all of this the last time they were out. It's been about two months ago at this point. I didn't have issues until about 2 or 3 weeks ago it started happening again. We pulled a new coxial line from the split to my router and he put a new splitter on. Supposed a "tier 2" tech is coming out tonight. I'm not sure what that means or how that differs from the last two techs that came to my house.

Expert

Re: Netgear CM500 need replaced?

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. Good luck with it !



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New Poster

Re: Netgear CM500 need replaced?

UPDATE

 

I had a good tech come out. He noticed our signal was completely dropping out even at times we weren't using the internet (like 3-5am). He thought maybe the cable was bad feeding our house so he pulled a new cable from the pole to our house. It's still waiting to be buried but its scheduled to happen soon. He also installed a comcast modem to test out and rule out the modem.


Our internet worked ok for about 4-5 hours and then started disconnecting again. I got onto comcasts web chat for help and they said there was issues that required a gateway restart. I've been out of town for the past day but my wife said our internet has continued to cut out and when she got home from work it was showing offline.  At this point I don't know what to do but it's disheartenng.

Official Employee

Re: Netgear CM500 need replaced?

Greetings brownz! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day. I certainly apologize to hear of all the issues you have been having with your internet service. I was wanting to follow up to see if this issue was ever resolved as well as seeing if the line was ever buried. Please feel free to send me a PM with your first and last name so I may further assist you.

 

To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.


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Official Employee

Re: Netgear CM500 need replaced?

Hello, brownz. I have not heard back from you. If you still need assistance, please feel free to start a new public thread.


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