Connectivity
Connectivity and managing Your Comcast Business network
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turtlesys
Visitor

Trouble with NetGear CG3000DCR?

My circuit went out yesterday and after extensive troubleshooting on my end I called in and opened up a CR# on it.

 

Today I was informed there's a larger issue affecting the NetGear CG3000DCR devices on the network. Master CR # 

CR401099505.

 

Is anyone else having issues? Are any of the Comcast employee moderators aware of this that can add any comment? 

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jeffbbp
New Member

Re: Trouble with NetGear CG3000DCR?

Yes our circuit went down yesterday around 7:00pm after rebooting it, it will stay up for only a couple of minutes.  I was just told a firmware update was pushed out starting yesterday and a lot of people are having this problem.

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Community Manager
Community Manager

Re: Trouble with NetGear CG3000DCR?

Hi turtlesys.  I apologize for the problems you are experiencing here. Comcast Engineers have identified an issue where 

"Commercial Internet subscribers with Netgear CG3000 commercial routers are unable to surf the Internet. Early analysis shows devices are not receiving IP addresses".  The Engineering Team "is executing a script that checks for devices in an unreachable state on the CMTS and attempts to recover"  At this time we have verified that your device is available to Internet traffic.  Please let us know your issue persist.

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Community Manager
Community Manager

Re: Trouble with NetGear CG3000DCR?

HI jeffbbp.  I apologize for the service interruption that you've experienced.  At this time we have verified that your device is available to Internet traffic.  Also a service call is currently scheduled to resolve any additional issues with your other network services provided by Comcast. 

 

Thank You

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turtlesys
Visitor

Re: Trouble with NetGear CG3000DCR?

It does persist.

 

Right this moment the unit is still unavailable.

 

 

Work flow is like this:

 

1. Device gets reset

 

2. Device stays up for a variable amount of time (seems to be 20-45 minutes -- longest I've seen is almost an hour and shortest I've seen is about 7 minutes)

 

 

Here's the most recent example:

 

3898 - 1047 = 2851 seconds up / 60 = 47.5 minutes.

 

 

[bpeskin@missilecmd ~]$ ping 198.0.215.6

PING 198.0.215.6 (198.0.215.6): 56 data bytes

Request timeout for icmp_seq 0

Request timeout for icmp_seq 1

Request timeout for icmp_seq 2

Request timeout for icmp_seq 3

Request timeout for icmp_seq 4

Request timeout for icmp_seq 5

Request timeout for icmp_seq 6

Request timeout for icmp_seq 7

Request timeout for icmp_seq 8

Request timeout for icmp_seq 9

Request timeout for icmp_seq 10

Request timeout for icmp_seq 11

Request timeout for icmp_seq 12

Request timeout for icmp_seq 13

Request timeout for icmp_seq 14

Request timeout for icmp_seq 15

Request timeout for icmp_seq 16

Request timeout for icmp_seq 17

Request timeout for icmp_seq 18

[...]

 

Request timeout for icmp_seq 763

36 bytes from te-17-10-cdn09.pittsburg.ca.sfba.comcast.net (68.85.216.102): Destination Host Unreachable

Vr HL TOS  Len   ID Flg  off TTL Pro  cks      Src      Dst

4  5  20 5400 072d   0 0000  34  01 a85c 10.178.47.71  198.0.215.6

 

Request timeout for icmp_seq 764

Request timeout for icmp_seq 765

36 bytes from te-17-10-cdn09.pittsburg.ca.sfba.comcast.net (68.85.216.102): Destination Host Unreachable

Vr HL TOS  Len   ID Flg  off TTL Pro  cks      Src      Dst

4  5  20 5400 de00   0 0000  34  01 d188 10.178.47.71  198.0.215.6

 

Request timeout for icmp_seq 766

Request timeout for icmp_seq 767

Request timeout for icmp_seq 768

Request timeout for icmp_seq 769

36 bytes from te-17-10-cdn09.pittsburg.ca.sfba.comcast.net (68.85.216.102): Destination Host Unreachable

Vr HL TOS  Len   ID Flg  off TTL Pro  cks      Src      Dst

4  5  20 5400 44c5   0 0000  34  01 6ac4 10.178.47.71  198.0.215.6

 

Request timeout for icmp_seq 770

36 bytes from te-17-10-cdn09.pittsburg.ca.sfba.comcast.net (68.85.216.102): Destination Host Unreachable

Vr HL TOS  Len   ID Flg  off TTL Pro  cks      Src      Dst

4  5  20 5400 64a6   0 0000  34  01 4ae3 10.178.47.71  198.0.215.6

 

[...]

 

*reset*

 

Request timeout for icmp_seq 1039

Request timeout for icmp_seq 1040

Request timeout for icmp_seq 1041

Request timeout for icmp_seq 1042

Request timeout for icmp_seq 1043

Request timeout for icmp_seq 1044

Request timeout for icmp_seq 1045

Request timeout for icmp_seq 1046

64 bytes from 198.0.215.6: icmp_seq=1047 ttl=54 time=128.830 ms

64 bytes from 198.0.215.6: icmp_seq=1048 ttl=54 time=162.443 ms

64 bytes from 198.0.215.6: icmp_seq=1049 ttl=54 time=242.271 ms

64 bytes from 198.0.215.6: icmp_seq=1050 ttl=54 time=151.432 ms

64 bytes from 198.0.215.6: icmp_seq=1051 ttl=54 time=168.783 ms

64 bytes from 198.0.215.6: icmp_seq=1052 ttl=54 time=154.948 ms

64 bytes from 198.0.215.6: icmp_seq=1053 ttl=54 time=134.235 ms

64 bytes from 198.0.215.6: icmp_seq=1054 ttl=54 time=146.832 ms

[...]

 

64 bytes from 198.0.215.6: icmp_seq=3892 ttl=54 time=237.400 ms

64 bytes from 198.0.215.6: icmp_seq=3893 ttl=54 time=252.907 ms

64 bytes from 198.0.215.6: icmp_seq=3894 ttl=54 time=147.846 ms

64 bytes from 198.0.215.6: icmp_seq=3895 ttl=54 time=149.007 ms

64 bytes from 198.0.215.6: icmp_seq=3896 ttl=54 time=161.137 ms

64 bytes from 198.0.215.6: icmp_seq=3897 ttl=54 time=164.747 ms

64 bytes from 198.0.215.6: icmp_seq=3898 ttl=54 time=133.500 ms

Request timeout for icmp_seq 3899

Request timeout for icmp_seq 3900

Request timeout for icmp_seq 3901

Request timeout for icmp_seq 3902

Request timeout for icmp_seq 3903

 

[...]

 

NOTE also:

 

1. When the problem happens I lose *full* connectivity to the NetGear

- I lose connectivity to 198.0.215.6

- I have it in bridged mode and so just to be able to get in and check the stats of it, I have a LAN IP configured on it for 192.168.0.1. I lose ping to this too AND the ability to get on the NetGear's GUI with the cusadmin login. 

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turtlesys
Visitor

Re: Trouble with NetGear CG3000DCR?

> NOTE also:

 

>  When the problem happens I lose *full* connectivity to the NetGear

>- I lose connectivity to 198.0.215.6

> - I have it in bridged mode and so just to be able to get in and check the stats of it, I have a LAN IP configured on it for > 192.168.0.1. I lose ping to this too AND the ability to get on the NetGear's GUI with the cusadmin login. 

 

Let me be more clear about this:

 

1. My laptop is connected and configured at 198.0.215.2/29

2. My laptop can ping 198.0.215.1 and .5 (other devices configured with static public IP addresses that I had plugged in)

3. I lose ARP to 192.168.0.1 (which I have under normal circumstances)

4. I also lose ARP to 198.0.215.6 (which I also have under normal circumstances)

 

A packet sniff shows that the NetGear is absolutely not responding with a MAC address or -anything- on the LAN (and essentially functioning just as a switch between my devices) in this state.

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turtlesys
Visitor

Re: Trouble with NetGear CG3000DCR?

As a measure of good faith I powercycled the NetGear unit about 7-8 minutes ago.

 

My firmware version is V1.34.04

My hardware version is 1.04

 

 

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sitary
Visitor

Re: Trouble with NetGear CG3000DCR?

Same problem here. After firmware update NetGear won't stay connected longer than an hour or so. I have multiple tickets - latest one is CR 401327517.

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turtlesys
Visitor

Re: Trouble with NetGear CG3000DCR?

Stable now 6+ hours. Stil wondering about root cause.

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sitary
Visitor

Re: Trouble with NetGear CG3000DCR?

Yup, ours has been behaving itself for almost 10 hours.  Yet the firmware version has not changed - V1.34.04.   Maybe it only manifests under a load?   Runnning some stress tests...

 

P.S.  Nice avatar.

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Britts
Visitor

Re: Trouble with NetGear CG3000DCR?

We have had the same type issues. Has been down for 2 days now. Can't get through to support for help.
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Community Manager
Community Manager

Re: Trouble with NetGear CG3000DCR?

Comcast Engineers identified an issue affecting select Static IP Comcast Business Internet subscribers with Netgear CG3000 routers who were unable to surf the Internet. As of 2PM EST on 10/7 new code was pushed to Netgear devices that had been impacted to fix the issue. If you believe you experienced issues, have Comcast Business Static IPs AND the Netgear CG3000 device, please powercycle and allow the new firmware to load. An additional note if there are still connectivity issues, you have Static IPs AND the Netgear CG3000 device; Customers using their own network routers attached to the CG3000 may still experience an issue. Please power cycle both the Comcast Netgear device and your network router to allow for firmware updates. 

 

Thank You

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John
Visitor

Re: Trouble with NetGear CG3000DCR?

Internet is Back.   Pull the electrical plug from the Comcast Cable Modem and plug it back in.  It will reboot.  Wait at least 4 minutes for it to startup and initialize.   Then, you MUST do the same thing for your network Router!

 

I was told that the Comcast Netgear cable modem required a firmware update to circumvent some kind of DOS attack.

 

The firmware version is currently 1.34.04

Highlighted
turtlesys
Visitor

Re: Trouble with NetGear CG3000DCR?

 


@dmo_admin wrote:

Comcast Engineers identified an issue affecting select Static IP Comcast Business Internet subscribers with Netgear CG3000 routers who were unable to surf the Internet. As of 2PM EST on 10/7 new code was pushed to Netgear devices that had been impacted to fix the issue. If you believe you experienced issues, have Comcast Business Static IPs AND the Netgear CG3000 device, please powercycle and allow the new firmware to load. An additional note if there are still connectivity issues, you have Static IPs AND the Netgear CG3000 device; Customers using their own network routers attached to the CG3000 may still experience an issue. Please power cycle both the Comcast Netgear device and your network router to allow for firmware updates. 

 

Thank You


Thank you for your response. We're an ISP here in California, and I fully understand. After further investigation I also realized Comcast was pushing a new firmware update to address the BASH vulnerability/security hole. I applaud you (assuming you work for Comcast) for the prompt attention to the security matter in any case (even if it did go wrong for some).

 

Thank you for your continued support. Otherwise the service has been wonderful.

 

--  

Brandon Peskin

Turtle Systems, LLC

[Edited]

Community Manager
Community Manager

Re: Trouble with NetGear CG3000DCR?

Hello John,

 

Thank you for the follow up post, I'm glad to hear that you are up and running again.

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Community Manager
Community Manager

Re: Trouble with NetGear CG3000DCR?

Hello turtlesys,

 

Thank you for the shout out post, the community is always here to help out where we can.

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