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Visitor
tomwiztel
Posts: 7
Registered: ‎05-23-2013
Accepted Solution

COMCAST! Serious Problems with [all] Netgear CG3000DCR Gateway! [VIDEO]

[ Edited ]

I have recorded a video with narration explaining this problem.

 

http://www.youtube.com/watch?v=X7M-_KOJW_Q

 

I would also like to reference several other threads:

http://forums.businesshelp.comcast.com/t5/Connectivity-Issues/Weird-Connectivity-Problems/m-p/5366#U...

http://forums.businesshelp.comcast.com/t5/Equipment-Issues-Modems-Gateways/Netgear-Business-Gateway-...

 

There is potentially a SERIOUS problem with the Netgear CG3000D Gateway. All Tier 2 technicians will say that the configuration on the gateway is correct. However, there is a serious problem...

Visitor
tomwiztel
Posts: 7
Registered: ‎05-23-2013

Re: COMCAST! Serious Problems with [all] Netgear CG3000D Gateway! [VIDEO]

Here is a picture of my first router's WAN configuration:

 

router

 

gw1

gw2

 

 

Visitor
tomwiztel
Posts: 7
Registered: ‎05-23-2013

Re: COMCAST! Serious Problems with [all] Netgear CG3000D Gateway! [VIDEO]

[ Edited ]

So according to my technician, an internal email was sent at on May 21, 2013 stating that there "was" a firmware bug on the Netgear CG3000DCRs. He switch us back to an SMCD3G and everything is working smoothly again!  So this is a public service to all customers who are using this model with static IPs! Don't let comcast tell you that everything is "working". Because it isn't. I had to back them into a corner and slap proof across their face before they would agree with me.

 

I had several technicians, both onsite and offsite (call), tell me that my netgear was fully operational and that it was "my equipment" that was causing the problem.

Community Manager
Comcast_John
Posts: 1,364
Registered: ‎05-04-2012

Re: COMCAST! Serious Problems with [all] Netgear CG3000D Gateway! [VIDEO]

Welcome TomWiztel.  Sorry to hear that you had issues with the Netgear CG3000D gateway.  Our support engineers informed us that  the current firmware version of 1.32.02 addresses your issues and should ship on newly installed devices. Also the support team has ensured that the new version is available to our support centers.  

 

We do apologize for the inconvenience and thank you for the insight provided by your post to our Forum.

 

Thank You

New Member
kkoshelev
Posts: 1
Registered: ‎06-05-2013

Re: COMCAST! Serious Problems with [all] Netgear CG3000D Gateway! [VIDEO]

It seems firmware v1.32.02 has its own issues. Gateway goes into abnormal mode and becomes incrediably slow to response. See ping logs of to the device. As you can see below, responses range from 20ms to 5000ms. Rebooting gateway helps, but after about 30 min or so, it comes back to the same state.

 

64 bytes from 50.197.xxx.x: icmp_seq=2514 ttl=53 time=319.979 ms

64 bytes from 50.197.xxx.x: icmp_seq=2516 ttl=53 time=2987.781 ms

64 bytes from 50.197.xxx.x: icmp_seq=2515 ttl=53 time=3988.901 ms

64 bytes from 50.197.xxx.x: icmp_seq=2518 ttl=53 time=985.729 ms

64 bytes from 50.197.xxx.x: icmp_seq=2517 ttl=53 time=1986.875 ms

64 bytes from 50.197.xxx.x: icmp_seq=2519 ttl=53 time=1800.769 ms

64 bytes from 50.197.xxx.x: icmp_seq=2520 ttl=53 time=804.040 ms

64 bytes from 50.197.xxx.x: icmp_seq=2521 ttl=53 time=1321.179 ms

64 bytes from 50.197.xxx.x: icmp_seq=2522 ttl=53 time=331.857 ms

64 bytes from 50.197.xxx.x: icmp_seq=2523 ttl=53 time=2462.348 ms

64 bytes from 50.197.xxx.x: icmp_seq=2524 ttl=53 time=1647.357 ms

64 bytes from 50.197.xxx.x: icmp_seq=2525 ttl=53 time=654.381 ms

64 bytes from 50.197.xxx.x: icmp_seq=2526 ttl=53 time=67.568 ms

64 bytes from 50.197.xxx.x: icmp_seq=2527 ttl=53 time=39.391 ms

64 bytes from 50.197.xxx.x: icmp_seq=2528 ttl=53 time=23.873 ms

64 bytes from 50.197.xxx.x: icmp_seq=2529 ttl=53 time=22.236 ms

64 bytes from 50.197.xxx.x: icmp_seq=2530 ttl=53 time=805.709 ms

64 bytes from 50.197.xxx.x: icmp_seq=2531 ttl=53 time=2294.221 ms

64 bytes from 50.197.xxx.x: icmp_seq=2532 ttl=53 time=1300.010 ms

64 bytes from 50.197.xxx.x: icmp_seq=2533 ttl=53 time=307.955 ms

64 bytes from 50.197.xxx.x: icmp_seq=2534 ttl=53 time=91.093 ms

64 bytes from 50.197.xxx.x: icmp_seq=2536 ttl=53 time=192.788 ms

64 bytes from 50.197.xxx.x: icmp_seq=2537 ttl=53 time=1883.050 ms

64 bytes from 50.197.xxx.x: icmp_seq=2538 ttl=53 time=881.957 ms

64 bytes from 50.197.xxx.x: icmp_seq=2539 ttl=53 time=1961.600 ms

64 bytes from 50.197.xxx.x: icmp_seq=2540 ttl=53 time=977.627 ms

Community Manager
Comcast_John
Posts: 1,364
Registered: ‎05-04-2012

Re: COMCAST! Serious Problems with [all] Netgear CG3000D Gateway! [VIDEO]

Welcome kkoshelev.  Please send me a private message (PM)  with the account number and I will refer this issue to our Network Support group.

 

Thank You

Occasional Visitor
JGAccurate
Posts: 6
Registered: ‎08-07-2013

Re: COMCAST! Serious Problems with [all] Netgear CG3000D Gateway! [VIDEO]

We just started on Comcast business class and have been experiencing similar issues. Our service will degrade until it becomes unusable, to the point where we cant even access the gateway, until we power cycle it. This seems to happen randomly. Sometimes it will be 4 or 5 times in a day, others just once. It is however happening at least once a day. Our VoIP services are unaffected (different modem).

 

We had a Comcast technician out here and he didn't find anything wrong and all he could suggest was to replace the gateway with a different one (of the same model). The next day the same issue is still persisting though.

Community Manager
Comcast_John
Posts: 1,364
Registered: ‎05-04-2012

Re: COMCAST! Serious Problems with [all] Netgear CG3000D Gateway! [VIDEO]

Welcome JGAccurate.  Thank you for the post.  Currently this account list the SMC8014 device for internet services.  As the SMCD3G is most current we do recommend upgrading to the current version.

 

Thank You 

Occasional Visitor
JGAccurate
Posts: 6
Registered: ‎08-07-2013

Re: COMCAST! Serious Problems with [all] Netgear CG3000D Gateway! [VIDEO]

I'm not sure why our account would say that. We most definitely have a NetGear CG3000DCR; just went to verify to be 1,000% sure.

 

Should we be talking with an account manager to change out the hardware?

Visitor
jwm4
Posts: 4
Registered: ‎07-23-2013

Re: COMCAST! Serious Problems with [all] Netgear CG3000D Gateway! [VIDEO]

I'm a new Comcast Business customer. Have had service for 2 weeks and web browsing has been subpar the entire time. While the speeds are great for downloads (vs AT&T), the inability to browse normally has become maddening. Have the exact same CG Netgear 3000 DCR modem/router. It's really a POS, especially compared to the Netopia DSL modem/router that AT&T previously provided, which also included WiFi.

 

I watched Tom's video, and my experience is similar, although we are not completely shut off. While i can download files at 25/35 Mbs with no problem, if I launch a saved browser session with 15-20 tabs opening at once, only 1 or 2 will open, and it's very difficult to then get the others to reload. Never seen such strange behavior, and never had this problem with the Netopia modem/router, so it's definitely a Comcast issue.

 

Will be calling Signature Support tomorrow, but I wanted to chime in and support Tom's effort to escalate this issue.

 

Thanks,

Jim

Visitor
jwm4
Posts: 4
Registered: ‎07-23-2013

Re: COMCAST! Serious Problems with [all] Netgear CG3000D Gateway! [VIDEO]

[ Edited ]

Following up on my post of 8/9/2013 above, I called Comcast Signature Support yesterday, explained the problems I have had accessing websites via any browser, with continual time outs on at least 50% of all page loads/reloads, but no problem on any download speeds once connected. I stated that I believed the problem was very similar to the one Tom has identified in this thread. The support tech understood the issue, but initially wanted to troubleshoot my wireless router. I told him that I didn't have time for that and that rather than troubleshoot everything behind the Comcast Gateway, I preferred to start with the assumption that the problem was the gateway itself. i explained that I had never had a problem with browsing until my service with Comcast was activated 2 weeks ago, and that it had always been in issue, with or without my wireless router. He understood and said that he would recommend to Comcast "field operations" that they swap out my gateway for an SMC. Within 5 minutes he had me on the line with a regular Comcast tech support rep, to whom he had already explained everything. That rep was very apologetic about the issue,  and offered to have someone out before 8 pm last night with a new router. I had a prior commitment, so I asked for the next available appt. They said 12 -3 pm Saturday (today). Done. At 12 noon sharp today, the same Comcast field tech who originally installed my service. rang my doorbell. He installed a new SMCDG Gateway modem/router. Web surfing has returned to normal, where I can open a prior browser session with 20 plus tabs and ALL of them load on the first try. In summary, I rate Signature Support, with whom I have interacted three times in the last two weeks, a strong A+. I also give Comcast field ops an A+ for agreeing to swap out the gateway. I can only assume that some there have recognized the issues with the Netgear gateway. If any of the symtoms that prompted my post here resurface, I will report them. In the meantime, life on the web is good again and I am a happy Comcast customer. :smileyhappy:

Community Manager
Comcast_John
Posts: 1,364
Registered: ‎05-04-2012

Re: COMCAST! Serious Problems with [all] Netgear CG3000D Gateway! [VIDEO]

HI JGAccurate.  Please send me a private messages (PM) with the RF-MAC of the Device and I will have it corrected.  Also I will update out Tier 2 group on your issue.

 

Thank You

Visitor
teamits
Posts: 4
Registered: ‎08-10-2013

Re: COMCAST! Serious Problems with [all] Netgear CG3000D Gateway! [VIDEO]

[ Edited ]

We have had kkoshelev's exact problem twice now, after the first fiasco installing this modem (tomwitzel's problem), and are now offline again.  We are an IT company and Comcast partner for referrals for our clients.  We have a block of static IP addresses.

 

First time this modem bit us was after we upgraded speeds and Comcast replaced our SMC modem with this Netgear CG3000DCR.  We stayed until 10pm that first night.  We verified a direct connection to the modem with one of our static IPs works, but when ANY router is used in between it half-stops working.  Main symptoms were that SMALL inbound packets/connections work fine, so ping works both directions, but requests for file downloads, large web pages, incoming email to our mail server, etc. all hang forever.  Uploads to the world work fine.  So ironically we could connect in to our office PCs with Remote Desktop and work fine, but could not connect out to the web from there.  The tech arrived the next morning and after verifying everything said they didn't give him an SMC modem like we (and the tech on the phone) asked, and scheduled his supervisor to come out that afternoon.  Five minutes after he left the Netgear restarted (per its uptime number) and everything was fine.  We asked and no one recorded any changes to the modem.

 

Twice since then (7/17/13) we have had the problem with the ping times over our LAN to the Comcast modem running in the seconds instead of 1-2ms.  Both times it cleared up in 10-20 minutes.

 

This morning our Internet started going up and down all day (our monitoring generated over 2,600 server up/down messages).  Comcast tech arrived this evening, replaced the modem twice (first one didn't work) and we are left with the original problem and an unusable connection.

 

It's unbelievable to me they are still using this modem as-is 2-3 months after this problem was reported.

 

Visitor
teamits
Posts: 4
Registered: ‎08-10-2013

Re: COMCAST! Serious Problems with [all] Netgear CG3000D Gateway! [VIDEO]

[ Edited ]

PS - tech on site today says they are out of SMC modems.  As in, Comcast has changed to the Netgear, is out of stock on the SMC, and thus will not be using the SMC any more.

Visitor
teamits
Posts: 4
Registered: ‎08-10-2013

Re: COMCAST! Serious Problems with [all] Netgear CG3000D Gateway! [VIDEO]

[ Edited ]

Two actual Comcast-employee techs arrived on site this morning.  They recognized this forum thread on sight (without reading it), admitted they don't have a solution, the problem is widespread, and they only had two options: keep calling in and escalating the case until we get someone who finds a solution, or he said he would start calling around first thing Monday morning to see if he could find any other techs who happened to have a refurbished SMC modem in their truck.  Otherwise, basically, we're out of luck and Comcast has no solution for businesses with static IP blocks.  I guess we are left with an emergency change to a new ISP?

 

We asked if they could set up five modems for us for the five IPs we have, and they told us no...apparently it was left unclear to our employee whether even one static IP address is supported by Comcast any more.

Visitor
teamits
Posts: 4
Registered: ‎08-10-2013

Re: COMCAST! Serious Problems with [all] Netgear CG3000D Gateway! [VIDEO]

To follow up on this, the Comcast tech from yesterday tracked down and retrieved a new SMC modem/router and came by and configured it from scratch, having us back fully online in about 30 minutes.  So we have a happy ending for now, but until Comcast finds a solution anyone with a static IP block whose modem dies is likely to be left without a functional Internet connection, as the number of these SMC routers is only going to dwindle further over time.  It makes me think we should consider proactively moving ourselves and clients away from Comcast, as hardware failures are just a reality of life.

Visitor
jwm4
Posts: 4
Registered: ‎07-23-2013

Re: COMCAST! Serious Problems with [all] Netgear CG3000D Gateway! [VIDEO]

I guess I should consider myself lucky to have received the SMC gateway router on Saturday. Like teamits, I remain concerned about Comcast's ability to respond should something happen to this router. I would like to hear from Comcast regarding this issue, as it will impact my decision regarding whether to opt out of my two year contract during the initial 30 days,

New Contributor
leehopemcc
Posts: 13
Registered: ‎02-12-2014

Re: COMCAST! Serious Problems with [all] Netgear CG3000D Gateway! [VIDEO]

Firmware: V1.33.03

 

I have been having a problem with hight latency, every so many packets since we moved our office down the street and went from a SMC modem to a CG3000DCR.. Yes rebooting the CG3000 seems to help for a short period....I see the same delayed and extremely high ping response times pinging the gateway itself...

 

Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=2ms TTL=64
Reply from 10.1.10.1: bytes=32 time=15ms TTL=64
Reply from 10.1.10.1: bytes=32 time=2ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=186ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=2ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=6ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=149ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64

 

Keep in mind, I have connected directly to the CG3000.

It get's magnified when actually pinging to a device on the internet......

 

Reply from 8.8.8.8: bytes=32 time=28ms TTL=47
Reply from 8.8.8.8: bytes=32 time=83ms TTL=47
Reply from 8.8.8.8: bytes=32 time=54ms TTL=47
Reply from 8.8.8.8: bytes=32 time=65ms TTL=47
Reply from 8.8.8.8: bytes=32 time=141ms TTL=47
Reply from 8.8.8.8: bytes=32 time=29ms TTL=47
Reply from 8.8.8.8: bytes=32 time=127ms TTL=47
Reply from 8.8.8.8: bytes=32 time=26ms TTL=47
Reply from 8.8.8.8: bytes=32 time=73ms TTL=47
Reply from 8.8.8.8: bytes=32 time=21ms TTL=47
Reply from 8.8.8.8: bytes=32 time=236ms TTL=47
Reply from 8.8.8.8: bytes=32 time=34ms TTL=47

 

This makes our VOIP service USELESS.....

 

I see the same when I ping from offsite to any of the static IP addresses in our block...

 

We have had 3 modem replacements, and nothing seems to help...

 

 

 

New Member
M-Swan
Posts: 1
Registered: ‎11-21-2013

Re: COMCAST! Serious Problems with [all] Netgear CG3000D Gateway! [VIDEO]

I have the same problem  firmwear V1.33.03   

 

They have checked everything and now they think it is interference with the neighbourhood.   We had the router unpluged from our network and we watched it cycle on and off after just 5 minutes.

 

However I still can not get them to replace it with a SMG --- Becuase he does not have any more!!!

 

If we don't get this fixed the next step is legal action as we have only had the network for 5 days and so far have had to cancel numberous virtual meetings... which cost me money if I can not get rescheduled.

New Member
jeb600
Posts: 2
Registered: ‎12-12-2013

Re: COMCAST! Serious Problems with [all] Netgear CG3000D Gateway! [VIDEO]

I too have the problem with firmware V1.33.03.

 

They have check everything also and replaced last night.  My remote users cannot stay attached to our network for more that 10-15 minutes (most of the time it is 3-5 mins).

 

I have reported the issue and someone is to arrive this morning (now we have lost more than a week of billable time, not to mention very upset clients that cannot access their servers).

 

We are reaching out to other Vendors for replacement.  

 

Too bad...I like Comcast speed and technicans.  Hope they see the writing on the wall with these Netgears !

 

I am writing and I ask all to write if you have issues...the only way for change is to let them know !

 

 

 

Contributor
jrclark
Posts: 28
Registered: ‎11-03-2013

Re: COMCAST! Serious Problems with [all] Netgear CG3000D Gateway! [VIDEO]

Hello!

 

I dont have any answers, but out of curiosity...

 

What is the hardware version of your Netgear?

Do you run it in bridge mode with your own router behind it?

 

I have fw v1.33.03 with hw v1.04. It runs in bridge mode. Lots of internal and external traffic, not a stitch of trouble.

 

Take care!

 

John

Visitor
ndelacova
Posts: 7
Registered: ‎04-07-2014

Re: COMCAST! Serious Problems with [all] Netgear CG3000D Gateway! [VIDEO]

I have the same issue with connection problems.  My service is less than 30 days and I cannot get a connection lasting more than 5 minutes.  People at this office use remote desktop connection all of the time.  The connection is very unstable.  i too have a Netgear Router.  It will be replaced on Tuesday since Comcast could not upgrade the firmware. 

New Member
atlwill
Posts: 1
Registered: ‎05-22-2014

Re: COMCAST! Serious Problems with [all] Netgear CG3000D Gateway! [VIDEO]

[ Edited ]

I've been having the same issues over the last 6 months and was glad to find this thread. I was using 10Mb up/10Mb down most of the time but with a high connection count which apparently with my static addresses triggered the issue. I would have to reset the modem when it got into a state like others have described here surrounding packet loss and unusable latency.

 

Just got comcast to send out the last SMCD3G in the area that someone forgot was on a truck to replace the Netgear CG3000DCR. The tech even kept telling me before he replaced it that it was in bypass mode despite the fact that i saw 10.1.10.1 within the traceroute. After the swap out, no 10.x.x.x address. I do network engineering for a living and it was frustrating to say the least that i was being told seeing a private IP within the traceroute was normal.

 

Before with the netgear:

Terminus-2:~ atlwill$ traceroute yahoo.com
traceroute: Warning: yahoo.com has multiple addresses; using 98.138.253.109
traceroute to yahoo.com (98.138.253.109), 64 hops max, 52 byte packets
 1  firewall (192.168.71.1)  0.524 ms  0.176 ms  0.150 ms
 2  10.1.10.1 (10.1.10.1)  0.365 ms  0.382 ms  0.283 ms
 3  96.73.164.1 (96.73.164.1)  38.155 ms  27.931 ms  30.892 ms
 4  xe-11-1-0-32767-sur01.d8decatur.ga.atlanta.comcast.net (68.85.90.5)  12.194 ms  8.707 ms  8.061 ms
 5  xe-8-0-3-0-ar01.b0atlanta.ga.atlanta.comcast.net (68.86.106.158)  11.038 ms
    xe-21-1-0-0-ar01.b0atlanta.ga.atlanta.comcast.net (68.86.107.101)  9.550 ms  9.909 ms
 6  he-5-13-0-0-10-cr01.56marietta.ga.ibone.comcast.net (68.86.93.201)  19.160 ms
    he-5-14-0-0-10-cr01.56marietta.ga.ibone.comcast.net (68.86.91.253)  13.314 ms
    he-5-15-0-0-11-cr01.56marietta.ga.ibone.comcast.net (68.86.87.205)  13.168 ms
 7  146.82.35.121 (146.82.35.121)  11.027 ms  16.744 ms  6.663 ms

...

 

 

Now with the SMC:

Terminus-2:~ atlwill$ traceroute yahoo.com
traceroute: Warning: yahoo.com has multiple addresses; using 98.139.183.24
traceroute to yahoo.com (98.139.183.24), 64 hops max, 52 byte packets
 1  firewall (192.168.71.1)  0.390 ms  0.174 ms  0.142 ms
 2  50-243-xx-xx-static.hfc.comcastbusiness.net (50.243.xx.xx)  0.893 ms  0.779 ms  0.956 ms
 3  96.73.164.1 (96.73.164.1)  27.001 ms  28.963 ms  31.764 ms
 4  xe-11-1-0-32767-sur01.d8decatur.ga.atlanta.comcast.net (68.85.90.5)  10.266 ms  9.999 ms  9.642 ms
 5  xe-21-1-0-0-ar01.b0atlanta.ga.atlanta.comcast.net (68.86.107.101)  12.511 ms
    xe-8-0-3-0-ar01.b0atlanta.ga.atlanta.comcast.net (68.86.106.158)  12.153 ms  10.361 ms
 6  he-5-13-0-0-11-cr01.56marietta.ga.ibone.comcast.net (68.86.93.205)  11.994 ms
    he-5-15-0-0-11-cr01.56marietta.ga.ibone.comcast.net (68.86.87.205)  14.463 ms
    he-5-14-0-0-11-cr01.56marietta.ga.ibone.comcast.net (68.86.94.41)  11.508 ms

...

 

Running smoothly with the new modem but if this one ever dies I am up $&@^ creek so hopefully either the 1.34.x netgear firmware fixes the issue or SMC makes more modems. I was told i may be charged for the swap out since the modem itself is as they see it working as expected. If that occurs I'll fight that since it's obvious the modem was deficient in some way.

Visitor
J_Bill
Posts: 2
Registered: ‎01-24-2014

Re: COMCAST! Serious Problems with [all] Netgear CG3000D Gateway! [VIDEO]

[ Edited ]

Same problem here.  Third call to tech support resulted in a order to swap in an SMCD3G.  Hope that works!!!

 

Update:  SMCD3G installed; problem resolved.

New Contributor
daz10000
Posts: 11
Registered: ‎07-21-2013

Re: COMCAST! Serious Problems with [all] Netgear CG3000DCR Gateway! [VIDEO]

I've just lost a day of troubleshooting to a similar problem.  New CG3000DCR, running firmware 1.32.02.    I am trying to run a NAT behind the gateway with a static IP address.   A laptop connected directly to the gateway can fetch web pages happily but anything behind the NAT (I tried 2 different NATs, and triple checked all the configs) could not fetch pages.  (An occasional slow fetch would occur when the static IP changed but that would stop quickly).   Interestingly,  other incoming traffic is fine , skype,  POP, imap,  https to google,  but incoming port 80 was blocked from behind the NAT.   It seems as though the CG3000DCR won't route incoming port 80 traffic to the NAT (tried a netgear and a belkin).      The CG3000DCR seems to be completely undocumented unless you are a reseller like comcast, but none of the port filtering or firewall settings seem to matter.    I adjusted the DHCP range down to make sure it wasn't colliding with the DHCP lan range or the VPN range.    

 

After 2 days looking at this including about 5 hours day I have a stable configuration which I'm loathe to touch.   I'm not sure what finally fixed things, but I think it was unplugging the laptop that was directly connected to the gateway and using DHCP so that only the NAT was attached.   It seems as though the device can't deal with a static and dynamic connected devices at the same time?  I would normally suspect the NAT as the trouble maker but both of these devices worked fine on previous networks and I have reset one of them several times and rechecked things.   It looks to me as though the CG3000DCR has serious bugs around port 80 handling and I hope comcast can get netgear to take this seriously.  I've just moved to comcast and hope to run a bunch of services behind this gateway and this has been a very bad start.

 

Darren

New Contributor
daz10000
Posts: 11
Registered: ‎07-21-2013

Re: COMCAST! Serious Problems with [all] Netgear CG3000DCR Gateway! [VIDEO]

The CGR3000DCR nightmare continues.   It has mostly stayed up once I had it configured, with occasional strange outages affecting DNS traffic.   Whoever programmed it never tested it with anything but Internet explorer.  It will sort of work with firefox/chrome but things like submitting changes to the firewall table cause it to become unresponsive sometimes,  just really slow at other times.    I was happy to leave it alone and tolerate the occasional outages but a few days ago I was suddenly unable to use port 22 incoming which unfortunately is my main access to the servers behind the modem.   It looked like it was working, but it was a different host interspersed in between and announced itself as a broadcom device.    I tried to reset the port 22 forwarding and was rewarded with timeouts from the CGR3000DCR - it completely stopped responding to any web requests.  End of the day I tried again and the port 22 forwarding is fine, but I can't get an incoming connection.  The behaviour has changed from letting me try to connect to some other interspersed device to the connection dropping immediately.   Has anyone changed rules on port 22 access?  It doesn't look usable anymore.  I'm using another port temporarily to get around it, but it's a pain in the ^&*.    Can I please have a "downgrade" to the old modem COMCAST?   My wife who is the account holder is getting pretty impatient with the outages and DNS problems and ready to switch to a different company.  I've explained that the basic line is fine but the modem doesn't work and she's understandably a little skeptical that a major ISP would ship something this buggy to all their customers.

 

 

New Member
pkdunn
Posts: 2
Registered: ‎08-09-2013

Re: COMCAST! Serious Problems with [all] Netgear CG3000DCR Gateway! [VIDEO]

Business Service, 5 static IPs

 

On 7/22/13, the Xfininity (Comcast) technician replaced the smc 8014 with CG3000DCR. Today 8/9/13 the modem went down at 1 am and was discovered down at 8 am. A visual inspection of the modem showed the Power light on, DownLink on, UpLink blinking (normally on) and no Internet light. Traffic was coming in (routers blinking) but nothing was going out thus crippling our 4 servers and all inhouse nets. UptimeRobot showed the 7 hour outage. A cold power boot of the CG3000DCR solved the problem but now we live in fear of a similar outage possibility.

 

HELP!

 

 

 

New Member
pkdunn
Posts: 2
Registered: ‎08-09-2013

Re: COMCAST! Serious Problems with [all] Netgear CG3000DCR Gateway! [VIDEO]

After another 12 hour outage on the Netgear CG3000DCR, Comcast replaced it with a new SMC modem. The tech acknowledged that there is a problem with the NG modems on static IPs which is not yet fixed .

 

 

 

 

New Member
Gravestonemyth
Posts: 1
Registered: ‎08-31-2013

Re: COMCAST! Serious Problems with [all] Netgear CG3000DCR Gateway! [VIDEO]

We, too, are an IT company and a Comcast partner. We had an unrelated power issue last week and Comcast came out and swapped out our existing SMC for a new Netgear CG300. I suspect the technician wanted that SMC to use elsewhere. We've had nothing but trouble ever since. If I set a PC to use one of our static IP's, the speeds are intermittently horrible. They're fine for 20 minutes after a modem reboot then they start dropping. We normally get 35MB but it has dropped as low as 2MB. If I put my PC on DHCP, the speeds are a rock-solid 35MB/10MB. We're on firmware 1.32.02.

 

We now have a policy of prohibiting Comcast from removing our clients' SMC gateways as a troubleshooting step. I suspect Netgear will eventually figure this out but until then we don't need the aggravation.

Community Manager
Comcast_John
Posts: 1,364
Registered: ‎05-04-2012

Re: COMCAST! Serious Problems with [all] Netgear CG3000DCR Gateway! [VIDEO]

[ Edited ]

Forum Members. 

The latest firmware version for the Netgear CG3000_CCR, V1.33.02, is now available.  Among the issues addressed with the new version are,  latency, IP addressing, firewall rules and throughput.  The new version has been pushed to the Comcast CMTS. 

To download Netgear Firmware Version V1.33.02 for the Netgear CG3000D gateway, simply reboot your device and the new firmware will be downloaded from the Comcast CMTS.

 

Thank you for your patience

New Member
jeb600
Posts: 2
Registered: ‎12-12-2013

Re: COMCAST! Serious Problems with [all] Netgear CG3000DCR Gateway! [VIDEO]

I guess this did not fix issues in this router....:womansad:

New Member
j-comm
Posts: 2
Registered: ‎08-18-2013

Re: COMCAST! Serious Problems with [all] Netgear CG3000DCR Gateway! [VIDEO]

Hi -

 

I also face this problem. I've implemented a work-around. Behind my local NAT (because my internal routers do not go down), I've installed a little device I found on the web which does the following. As a result, I am clumsily working around the problem.

 

  1. Has two power outlets; I plug the Netgear CG3000DCR into one of them
  2. Lets you specify, via a web interface, up to five remote sites to 'ping' on a rotation rate that you specify
  3. Lets you specify how many 'rotations' of the failure to ping must go by before it turns off the power to the Netgear CG3000DCR.
  4. After a number of seconds, will power back on the Netgear

As said, this is a workaround. It was easy to purchase and configure this, so I just did it. Further, if I lose connectivity when I am actively using the web, all I need do is connect to the web interface, and manually power cycle the router. I explained to my wife how to do the same thing. Those with SNMP controlled power outlets could do something similar with a bit of trivial code on a Linux server, without purchasing the separate box; it's not that complex a concept.

 

No... one shouldn't have to do this. I'm not happy with it, but, I've learned to 'deal' with things. At some point, Comcast will have a proper fix, and I will get it; in the meantime, I've got working Internet service. The truth is, I never really notice outages anymore, but when I go to my device's log, I see it's rebooting the Netgear once or twice a day.

 

Visitor
beowulfs
Posts: 5
Registered: ‎09-16-2013

Re: COMCAST! Serious Problems with [all] Netgear CG3000DCR Gateway! [VIDEO]

Same thing with an asa 5505.

It's half working. Now the outside interface routes and nats but my statics don't.

I finally got it to work last night by putting each static on the outside interface of the asa for just long enough to switch to the next one. I thought I had it licked. Inside and outside routing and nats work correct across all statics. All the statics, except the outside interface, had quit routing this morning. I'm waiting for a reboot of the modem to see if that will fix it. I've already rebooted the asa and no joy. Next step is cycling all the statics again.

I hate being a forced beta tester. Not cool

My thread
http://forums.businesshelp.comcast.com/t5/Equipment-Modems-Gateways/Asa-5505-and-new-Netgear-CG3000D...
Visitor
beowulfs
Posts: 5
Registered: ‎09-16-2013

Re: COMCAST! Serious Problems with [all] Netgear CG3000DCR Gateway! [VIDEO]

We've tried everything, I called in on Friday and the guy I talked to was like, yah, we don't even need to troubleshoot. I'm going to have them get you an smc ASAP. I had an appointment for Saturday evening. The install tech called Saturday morning and wanted to know if I would like the "new" netgear modem. I said that there is no way it will work. He said he will have to reschedule to Monday because none of the guys working on Saturday had an smc. They all had netgear modems. Fingers crossed that today is the day. What a fiasco.
Visitor
rajak87
Posts: 7
Registered: ‎10-03-2013

Re: COMCAST! Serious Problems with [all] Netgear CG3000DCR Gateway! [VIDEO]

Just wanted to post that I'm also having trouble with this box. I am seeing ping latencies jump from normal to 700-3000+ ms. These spikes occur every 50 seconds or so (pretty consistent).

 

See my post here: http://forums.businesshelp.comcast.com/t5/Connectivity/Periodic-high-ping-latency-on-CG3000DCR/m-p/8...

 

Waiting for a reply, but thought I'd post here as it may be useful to others in the same boat.

 

- Raja

New Member
davidintheusa
Posts: 2
Registered: ‎10-17-2013

Re: COMCAST! Serious Problems with [all] Netgear CG3000DCR Gateway! [VIDEO]

It took a week of lost business income before figuring this out:

 

The Netgear CG3000DCR modem is NOT compatible with VOIP services. I finally got this response from Netgear technical support in writing.

 

You need to get Comcast to change out your modem for another model. We have been given the SMC Networks SMCD3G-CCR modem installed this afternoon. It appears to allow us to use out VOIP system as intended - we have a 3rd party VOIP provider.

 

You are NOT able to disable SIP ALG on your modem because COMCAST HAVE REPLACED THE USER MANAGEMENT CONSOLE WITH THEIR OWN WHICH WILL NOT ALLOW YOU DO DO SO. I only figured this out when I called tech support again and noticed that the management console for both the Netgear modem and SMC Networks modem were identical.

 

Comcast are aware of the VOIP issues with the Netgear modem, confirmed by Comcast tech support and Netgear tech support. They have however chosen to do nothing about it at this stage and operate on a case-by-case basis forcing the customer to experience several levels of frustration and time wasting.

 

"A marvelous strategy on how to endear yourself to your customer."

New Member
fabravo
Posts: 1
Registered: ‎10-23-2013

Re: COMCAST! Serious Problems with [all] Netgear CG3000DCR Gateway! [VIDEO]

Wow! So happy I found this thread. This is EXACTLY what I'm seeing. I moved from a really old SMC to this Netgear (long story). I wonder how hard it will be for them to swap it out again.

 

Thanks for the info!

New Member
jackwiggins
Posts: 1
Registered: ‎12-12-2013

Re: COMCAST! Serious Problems with [all] Netgear CG3000DCR Gateway! [VIDEO]

 

I just added this service Tuesday (5 static) and the gw was working for ~3 hours when it reset factory defaults and was giving me the WAN route that my older residential service had and had obviously dumped the static IP's and reset back to the default password.

 

Comcast tech comes the next day and he (as everyone else at Comcast) was aware of this issue with the firmware on this Netgear box when using a static IP configuration. 

 

Shortly after he left, it had already reset itself. Now that I think about it, I'm not sure why he thought he had fixed it since the firmware is the same.

 

Comcast is saying that there aren't any SMC's available.

 

I'm willing to purchase whatever is in the lab or about to be deployed however I can't get that information from anyone at Comcast either. 

 

Does anyone know of a compatible gw that I can just buy myself?

New Contributor
leehopemcc
Posts: 13
Registered: ‎02-12-2014

Re: COMCAST! Serious Problems with [all] Netgear CG3000DCR Gateway! [VIDEO]

Firmware: V1.33.03

 

I have been having a problem with high latency, every so many packets since we moved our office down the street and went from a SMC modem to a CG3000DCR.. Yes rebooting the CG3000 seems to help for a short period....I see the same delayed and extremely high ping response times pinging the gateway itself...

 

Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=2ms TTL=64
Reply from 10.1.10.1: bytes=32 time=15ms TTL=64
Reply from 10.1.10.1: bytes=32 time=2ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=186ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=2ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=6ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=149ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64
Reply from 10.1.10.1: bytes=32 time=1ms TTL=64

 

Keep in mind, I have connected directly to the CG3000.

It get's magnified when actually pinging to a device on the internet......

 

Reply from 8.8.8.8: bytes=32 time=28ms TTL=47
Reply from 8.8.8.8: bytes=32 time=83ms TTL=47
Reply from 8.8.8.8: bytes=32 time=54ms TTL=47
Reply from 8.8.8.8: bytes=32 time=65ms TTL=47
Reply from 8.8.8.8: bytes=32 time=141ms TTL=47
Reply from 8.8.8.8: bytes=32 time=29ms TTL=47
Reply from 8.8.8.8: bytes=32 time=127ms TTL=47
Reply from 8.8.8.8: bytes=32 time=26ms TTL=47
Reply from 8.8.8.8: bytes=32 time=73ms TTL=47
Reply from 8.8.8.8: bytes=32 time=21ms TTL=47
Reply from 8.8.8.8: bytes=32 time=236ms TTL=47
Reply from 8.8.8.8: bytes=32 time=34ms TTL=47

 

This makes our VOIP service USELESS.....

 

I see the same when I ping from offsite to any of the static IP addresses in our block...

 

We have had 3 modem replacements, and nothing seems to help...

 

Some days, it is every 4th ping, and much higher latency......

 

Comcasst, Netgear..... someone step up to the plate and fix this....

 

I have used a program called "MultiPing" to monitor remote sites for many years, it has beeen completely useless since using this modem. The latency leaving the building is sooooo bad, I can never actually know if the remote site is having an issue.

 

 

New Member
RodrigoP
Posts: 2
Registered: ‎02-13-2014

Re: COMCAST! Serious Problems with [all] Netgear CG3000DCR Gateway! [VIDEO]

Exactly the same problem. New customer installed on January 14 2014 12 hours later the nightmare started. They have changed this box 3 yes THREE TIMES, changed the outside wirig, splitters, coax connectors, to finally blamed my installations. I had no other to drive nuts Belkin and Netgear tech support. They could not find any problem, they both (separately) agreed they Cable modem is causing a block behind the NAT. A month of nightmare. Now the are suppervisor is suposed to come tomorrow, I explained this threat and they did not care. I dont plan to pay a cent on this. My solution comes tomorrow: exede Satellite due We dont not have other option of ISP.

And Yes same latency, same firmware 1.33.03, and same hassle calling comcast wait for hours or even days o come and leave with the same problem. I am a month behind on my work because of this

New Contributor
rrathbun
Posts: 13
Registered: ‎07-17-2012

Re: COMCAST! Serious Problems with [all] Netgear CG3000DCR Gateway! [VIDEO]

[ Edited ]

Are you sure all your network cables are good? Have you validated the quality with testing tools? I get 1ms pings constantly from the Netgear and that's behind another Cisco router. I have <1ms pings to the Cisco device. Any chance you have power cables on your ethernet, or have them ran over something electrical?

 

I have had problems with it but Comcast put me in touch with top level techs that have been VERY responsive since I am on the IPV6 beta. I personally cannot complain about Comcast's service that I have received, but then again I work in IT and I know how to get to the top level support fast.

 

Take the following steps:

1. If you have a problem you need to tell support to escalate.

2. Get the ticket number before you hang up. Also, ask the tech when someone will follow up.

3. Document what they said

4. Give them hell if they don't follow up and tell them you want a discount off your bill for poor service.

 

Supports never perfect, but if you take an active role it will make your life much happier. Business is driven by profits and losses, so don't always expect to get the sharpest tool in the shed on support lines.

New Member
RodrigoP
Posts: 2
Registered: ‎02-13-2014

Re: COMCAST! Serious Problems with [all] Netgear CG3000DCR Gateway! [VIDEO]

Today is been a month since the installation. I made contract for the basic 16/3 I think. The same day I requested upgrade to 50Mbps down package next day a tech came and he changed into this modem because the previous one was DOCSIS 2. and needed a 3. ALL the problems began at that monent. IMPO power wires shouln't create any problems unless the device is not properly shielded against RF OR EMF.

Why am I blaming this modem? you may ask

1) All started when when Comcast changed it from the one running DOCSIS 2

2) They have changed it twice

3) I have no rpblems running broadband cellular service with same configuration 10 times slower. 

4) Previously my ISP was AT&T DSL and for 1 year working the same configuration

 

This last modem is BRAND NEW they opened it on my face, he only way it works is using ONLY direct wire to devices. If you use whatever brand of routers or wi-fi it will crash because it creates conflicts

Occasional Visitor
bryanw
Posts: 6
Registered: ‎08-26-2013

Re: COMCAST! Serious Problems with [all] Netgear CG3000DCR Gateway! [VIDEO]

[ Edited ]

I have a NetGear modem with statics and my network is behind a SonicWall.

 

I just started experiencing disconnects (timeout related?) now every 30 minutes.  Rebooting the Netgear modem restarts the clock and reestablishes the link.   1st tech came out today, he plugged into the router and I enabled DHCP for him but the rest of my network is behind a firewall via the statics in a bridge mode.   As soon as I see the disconnect, he hits his test site and my connections are reestablished.

 

I think I've experienced a firmware update recently as this was stable for months.  My initial call to tech support said that I was in "Walled Garden" mode --seems the device state has been reset since the original install.  when everything was working.  Going on 48 hours and counting...

 

UPDATE:  Looks like Comcast just started pushing out v1.34.02 and I'm a lucky recipient.

 

http://forums.businesshelp.comcast.com/t5/Connectivity/Periodic-high-ping-latency-on-CG3000DCR/td-p/...

 

Waiting for tech # 2 tomorrow.

 

Hardware version 1.04

Firmware V1.34.02

 

============================================

 

UPDATE #3: Another call to tech after futher research requesting an SMC replacement.   Tech did a check and found an error in the configuration for my business class configuratoin (wide band required?) -- have to update the backend with the correct settings so it has been escalated to Tier 2.   The saga continues.

New Member
Bozola
Posts: 2
Registered: ‎03-16-2014

Re: COMCAST! Serious Problems with [all] Netgear CG3000DCR Gateway! [VIDEO]

I'm in the same boat, Bryan.

 

The tech came by yesterday and tweaked all of the cables and put a filter on the cable to bring all signals into their exact specs.

 

The problem persists. If I reconfigure my network to use their CG3000 as a dhcp server and drop my static ip, the problem appears to disappear (I didn't give it a really long period to test with). Changing it back ti Static IP brings the outage right back (~10-20 minutes).

 

Of course, I can't operate without a static ip.

New Member
rthga81
Posts: 1
Registered: ‎03-26-2014

Re: COMCAST! Serious Problems with [all] Netgear CG3000DCR Gateway! [VIDEO]

Have you called comast business support to load the config file to use your static IP address?

 

One thing with comcast business class is that change the CPE.  So if you have Static IP's they have to load the right config file and update the CPE count to work.  

 

I hope that helps.

New Member
NMITGuy
Posts: 1
Registered: ‎06-04-2014

Re: COMCAST! Serious Problems with [all] Netgear CG3000DCR Gateway! [VIDEO]

I'm having problems with this router too. Our small, branch office which typically has no more than 5 people working on the network at any given time recently had Comcast service installed after waiting 9 months for the build-out to be completed.  We were given this same model router and the connection is extremely irratic.  here is a ping graph to our router from an outside source that shows a lot of packet loss and dropped connections over 3 hours, 30 hours and 10 days. the drops are occuring even when no one is in the office.  http://www.dslreports.com/smokeping?target=c120418c879607ce044b76386e054b22.California

 

Any help would be appreciated.

Established Member
train_wreck
Posts: 181
Registered: ‎11-03-2013

Re: COMCAST! Serious Problems with [all] Netgear CG3000DCR Gateway! [VIDEO]

just to let folks know here, there was a recent (somtime in June 2014) firmware update released for the Netgear, it is version 1.34.04. I have been told by a tier 2 rep that it "supposedly" contains a fix for, among other things, the packet loss/delay issue.

New Member
BlueSky
Posts: 1
Registered: ‎08-04-2014

Re: COMCAST! Serious Problems with [all] Netgear CG3000DCR Gateway! [VIDEO]

My modem was just upgraded to Netgear CG3000DCR and I cannot even ping it. In 4-5 reboots it will occasionally respond to ping and let me connect to the web interface but in general it will not.
I am not very happy with the speeds I am getting also.
Shall I request a modem change and what brand model is good?

Thanks

Community Manager
Comcast_Jon
Posts: 1,036
Registered: ‎05-04-2012

Re: COMCAST! Serious Problems with [all] Netgear CG3000DCR Gateway! [VIDEO]

Hello BlueSky,

 

Welcome to the forum.

Sorry to hear about the issue you are having with our service.

As an alternative IP-Gateway (modem / router) option, we have SMCD3 and CISCO DPC.

 

Based on your post this would require a tech call to replace the IP-Gateway.

Please contact our technical support team at: 1-800-391-3000 for assistance.

 

 

Thank you

Community Manager
Comcast_Jon
Posts: 1,036
Registered: ‎05-04-2012

Re: COMCAST! Serious Problems with [all] Netgear CG3000DCR Gateway! [VIDEO]