Connectivity
Connectivity and managing Your Comcast Business network
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NetGear CG3000DCR issues with new v1.34.02 firmware update

We've been experiencing service disconnects with our service since Thursday.   Dealing with Tier 1 support on this issue has been extremely frustrating because they can't see the problem from their end of the pipe -- everything "appears" normal.

 

I have a Netgear CG3000DCR configured in a bridge model with a firewall behind it -- everything else disabled to allow the statics to flow through to my router.

 

The first clue that i had was when we experienced an outage and I went to the modem to do a reset -- it seemed to come up but we still had no connectivity.   Calling Tier 1 support they found that the modem was in "walled garden" mode.   As I've come to find out, this configuration is an unconfigured state... but having been up and running for about 6 months without issue and having experienced the walled garden on the first time install, this seemed quite strange.

 

When in this state, pings and tracert from the gateway fail to even the DHCP gateway.

 

I found a post talking about a rollout of the new firmware to the Netgear devices on 2/28/2014.  

 

A tech came out and was unable to determine any problem but I had to enable DHCP on the gateway so he could run his test which was effectively running the comcast speed test -- no replacement modem.  

 

Last night I called tech support back and spoke to someone who said that there was a misconfiguration in the modem and they had to raise a tier 2 ticket to update the backend to get the correct configuration pushed out to my modem.   Still nothing new on this and we're still expriencing outages.   If I reset the modem, I can get about a 30 minute window until it fails again.

 

I don't know if the backend update is going to ultimately fix this problem but the forum threads on this Netgear device have me leary that maybe the firmware update is faulty for static IP configurations like this.  

 

I wish I had confirmation that this update was just pushed to my modem starting on Thursday night -- the Tier 1 support folks want to keep pointing to a line problem when everything is pointing to a change in the modem configuration.

 

Posting this update just in case anyone else runs into this problem in a similar configuration with the Comcast Netgear Business Gateway.

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Re: NetGear CG3000DCR issues with new v1.34.02 firmware update

Hello bryanw and welcome,

 

If your NetGear 3000 (NG3K) is ever in wall-gardened status, this means that Comcast is not able to load a valid boot file for your Internet tier of service, i.e. 16/3, 50/10, 75/15, 100/20, 150/20, etc. This can stem from a multitude of reasons including but not limited to non-pay service interrupt, biller rate codes not correct, no CMTS interconnect or possible signaling distortion, etc.  

 

I am aware of many business class customers running quite well, in both IPV4 and IPV6 trial mode, using the current latest 1.34.02 NG3K firmware revision. So, I honestly do not believe your issue deals with firmware. However, have you logged into your NG3K.GATEWAY SUMMARY and validated that your firmware level is the latest?

 

Look forward to hear from you. 

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Re: NetGear CG3000DCR issues with new v1.34.02 firmware update

Vindicated.

 

Truck rolled and delivered an SMC. 

 

Our regular install tech (good guy!) is on site and said they've been hammered this weekend.  

 

It turns out they just received notice that the firmware rollout has inundated the local call center and there is a confirmed issue.  They're seeing the time ranging from as low as 14 minutes and looks like my market area (Seattle) was targeted for the Netgear firmware rollout.

 

All Tier 1 and Tier 2 CSRs that I talked to were completely unaware of the issues and were unable to provide any information nor were they able to verify the problem remotely.

 

Good luck.

 

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Re: NetGear CG3000DCR issues with new v1.34.02 firmware update

Got an SMC and it immediately fixed the issue.  Speedtest showed 50/10.

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Re: NetGear CG3000DCR issues with new v1.34.02 firmware update

Hi promfgsystems.  Here is the list of available devices for use with the Deluxe 150 Service.  The Cisco and the Netgear devices can also be used with your current network setup.  

 

DOCSIS Devices - Deluxe 150

1    Cisco DPC3008 Cisco DPC3008 DOCSIS 3.0 Cable Modem

2    Cisco DPC3939B Cisco DOCSIS 3.0 Wireless Commercial Gateway DPC3939B (BWG)

3    Motorola SB6141 (Retail) Retail Motorola Surfboard SB6141 DOCSIS 3.0 Cable Modem

4    Netgear CG3000DCR Netgear CG3000DCR DOCSIS 3.0 Commercial Cable Modem and Router

 

Thank You

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Re: NetGear CG3000DCR issues with new v1.34.02 firmware update

Thanks for the info.  Looks like there's only one commercial options there, the Netgear.  I looked up the DPC3939B but it appears to be a residential gateway and we don't need wireless built in.  We don't need all the stuff built into the Negear either, just simple bridge mode.  For now we will stay at the 100/20mb plan due to the lack of modem options and issues with the netgear.

 

Our sales rep initially though we could keep our current modem since it was DOCSIS 3.0 but that turned out to be false.  He wasn't sure which modem they would provide us so I had to call support.  Even support wasn't sure, they had to look at another customers account to see which modem that customer was supplied with. It would be nice if that information was provided and easier to obtain.

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Trusted Forum Contributor

Re: NetGear CG3000DCR issues with new v1.34.02 firmware update

Hello bryanw and welcome,

 

If your NetGear 3000 (NG3K) is ever in wall-gardened status, this means that Comcast is not able to load a valid boot file for your Internet tier of service, i.e. 16/3, 50/10, 75/15, 100/20, 150/20, etc. This can stem from a multitude of reasons including but not limited to non-pay service interrupt, biller rate codes not correct, no CMTS interconnect or possible signaling distortion, etc.  

 

I am aware of many business class customers running quite well, in both IPV4 and IPV6 trial mode, using the current latest 1.34.02 NG3K firmware revision. So, I honestly do not believe your issue deals with firmware. However, have you logged into your NG3K.GATEWAY SUMMARY and validated that your firmware level is the latest?

 

Look forward to hear from you. 

View solution in original post

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Re: NetGear CG3000DCR issues with new v1.34.02 firmware update

Rich - thanks.  Yes, the gateway summary shows v1.34.02 - 

 

Do the customers you that refer to use the gateway in a pure bridging mode with a static IP block? That seems to be a common configuraiton issue with the Netgear devices on the forums for those who have connectivity problems.

 

I have  a consistently reproducible of dropping the link approximately 20 minutes after a reset is issued.  I found the easiest way to reset the device now is to simply change the domain suffix in the LAN IP SETUP since it is irrelevant to the configuration.   This forces a reboot of the device and connections resume and give me another window of connectivity.

 

Whatever changed in the backend or in the firmware has created an unstable environment -- this was fully functioning at my service rates since August. 

 

Vendor NameNetgear
Hardware Version1.04
Serial Number 
Firmware VersionV1.34.02
Operating ModeResidential Gateway
System Uptime0 days 00h:44m:00s
Date03 - 16 - 2014
Time15:45:18
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Re: NetGear CG3000DCR issues with new v1.34.02 firmware update

This has been the absolute worst customer experience that I have ever known.

 

I am still dealing with the outage -- it happens consistently after a 20 minute period and my outbound connection is closed.  Everytime someone from Tier 1 looks at this issue (at least 6 CSRs now), they can't seem to find any issue.   However my connectivity remains problematic and I am not finding any resolution to this issue.

 

I have a Tier 2 ticket open -- they called back when I was not available and did not find any line issues.  Of course not, I keep telling them as they probe they reacivate something in the modem/routerwhich enables the outbound traffic again.   It will stay open for 20 minutes again.


Earlier this morning I was able to get a Tier 1 CSR to reproduce the problem by running the traceroute from the modem diagnostics page -- it can not route to their DNS servers, or 8.8.8.8 or any other point in the immediate route to get out.

 

There is no question that this is due to a configuraiton change and I'm increasingly convinced this is in the Netgear firmware and related to configuring the device as pass-through, not using the firewall/NAT/DHCP features and trying to have a bridged configuration to my firewall//router.   Apaprently this must not be a common configuratoin.

 

This is day 4.

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Re: NetGear CG3000DCR issues with new v1.34.02 firmware update

Tier 2 advanced support still insists, arguing that they see no problem with the configuration.

 

What is interesting is that a ping from on the gateway via a local 10.1.10.x address (static config) via the laptop will wake the interface up and data routes outside again. Otherwise it remains dead to external traffic on my static IPs and internally I can not get out.  Comcast can come through the WAN IP and traceroute without an issue so they don't see any problem.   The local tech on Saturday didn't see a problem because he was connected via the ports on the modem and using a DHCP assigned IP. 

 

Comcast Tier 2 argues that they don't see any other issues in the field with this firmware and have plenty of people in my same configuration who are not experiencing problems with the rollout to v1.34.02.

 

The minute I lose my ping and see the connection down, I can verify via the GUI on the gateway, that it can not traceroute out. 

 

It looks like the truck roll is still scheduled for tomorrow, so hopefully I can get this modem swapped out and get an SMC instead.

 

This has gone way beyond my frustration threshold.

 

Local Ping

 

 

 Gateway Traceroute

 

 Gateway Firmware Version

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Re: NetGear CG3000DCR issues with new v1.34.02 firmware update

Vindicated.

 

Truck rolled and delivered an SMC. 

 

Our regular install tech (good guy!) is on site and said they've been hammered this weekend.  

 

It turns out they just received notice that the firmware rollout has inundated the local call center and there is a confirmed issue.  They're seeing the time ranging from as low as 14 minutes and looks like my market area (Seattle) was targeted for the Netgear firmware rollout.

 

All Tier 1 and Tier 2 CSRs that I talked to were completely unaware of the issues and were unable to provide any information nor were they able to verify the problem remotely.

 

Good luck.

 

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Re: NetGear CG3000DCR issues with new v1.34.02 firmware update

Just had a CG3000DCR installed this morning.  Everything looked fine when the installer was here.  5 minutes later I cannot connect to anything.  I called the sup for some help--and again, things got momentarily better.  5 mins later disconnects & unable to get out to websites.

 

Good thing I kept my AT&T DSL running still--I found everyone reporting issues with the CG3000DCR's.  I have 1.04 HW & 1.34.02 FW.

 

Ping to 10.1.10.1 is fine--if I wait long enough some websites will load (like CNN).  But it shouldn't take me sitting there for 30 seconds for the site to finally load.

 

I read through this thread and the common solution appears to get a new box (SMC)--I will call support again to see if they can help.  Not a great experience on day 1.

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Re: NetGear CG3000DCR issues with new v1.34.02 firmware update

Got an SMC and it immediately fixed the issue.  Speedtest showed 50/10.

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Re: NetGear CG3000DCR issues with new v1.34.02 firmware update

Just ordered an upgrade to the Deluxe 150 service.  Rep said we could use our same modem since it was DOCSIS 3.0 but then I got a call to schedule an appointment to install the Netgear CG3000DCR.  Apparantly the 150 service requires that modem.  I'm considering dropping down to the 100mbps service so we can keep our current modem.  We do use bridge mode with static IP addresses.   I wonder has comcast resolved the issue yet?

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Re: NetGear CG3000DCR issues with new v1.34.02 firmware update

Hi promfgsystems.  Here is the list of available devices for use with the Deluxe 150 Service.  The Cisco and the Netgear devices can also be used with your current network setup.  

 

DOCSIS Devices - Deluxe 150

1    Cisco DPC3008 Cisco DPC3008 DOCSIS 3.0 Cable Modem

2    Cisco DPC3939B Cisco DOCSIS 3.0 Wireless Commercial Gateway DPC3939B (BWG)

3    Motorola SB6141 (Retail) Retail Motorola Surfboard SB6141 DOCSIS 3.0 Cable Modem

4    Netgear CG3000DCR Netgear CG3000DCR DOCSIS 3.0 Commercial Cable Modem and Router

 

Thank You

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Re: NetGear CG3000DCR issues with new v1.34.02 firmware update

Thanks for the info.  Looks like there's only one commercial options there, the Netgear.  I looked up the DPC3939B but it appears to be a residential gateway and we don't need wireless built in.  We don't need all the stuff built into the Negear either, just simple bridge mode.  For now we will stay at the 100/20mb plan due to the lack of modem options and issues with the netgear.

 

Our sales rep initially though we could keep our current modem since it was DOCSIS 3.0 but that turned out to be false.  He wasn't sure which modem they would provide us so I had to call support.  Even support wasn't sure, they had to look at another customers account to see which modem that customer was supplied with. It would be nice if that information was provided and easier to obtain.

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