Contributor
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22 Messages
Modem re-provision after ROUTER change?
I own my equipment - Netgear Nighthawk CM3000 modem. Used to have an ASUS AX88 router.
I swapped the router for an ASUS BE88, and that somehow tripped the MODEM to require re-provisioning. I'm trying to understand why. The only think I can think is that the old router only had a 1G connection to the modem, and the new router has a 10G connection - maybe this required some change to the modem configuration.
All working well after the usual 40 minute "please provision my modem" telephone chat. I'm just trying to understand what happened.
EG
Expert
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111.5K Messages
15 days ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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BruceW
Gold Problem Solver
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26.5K Messages
15 days ago
Re-provisioning was probably not necessary. Whenever you change the device directly connected to a straight cable modem like the CM3000, you also need to reboot or reset the modem.
All cable modems store the MAC address of the device they are connected to when they boot up. When the device changes typically the MAC address changes too, and the modem won't talk to the new device until it boots up again and stores the new address. No doubt when the modem was re-provisioned it was also rebooted, which was really all that was required.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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XfinityJanelle
Official Employee
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1.6K Messages
15 days ago
Hey @bschmiduk Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the router change. Information provided by the community member @BruceW is helpful into what could have happened. Are your services currently working correctly?
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bschmiduk
Contributor
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22 Messages
14 days ago
Huh. I guess initially:
I guess once you hit the walled garden, it must have stuck me in some kind of error state.
Thanks - I was just curious as a geek hobbyist. Working fine now.
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bschmiduk
Contributor
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22 Messages
14 days ago
We're talking across one another here (or maybe I garbled the terminology).
The modem (Netgear Nighthawk CM 3000) was fine, and never moved. Stayed connected to the coax. It was in my account and fully activated/functioning.
I replaced the router (swapped out an ASUS AX88u or and ASUS BE88U), which somehow prompted the modem to want provisioning again - just showed the XFINITY "walled garden". Even after power cycling both router and modem.
Everything is fine now (after the usual telephone help 40 minute process to get the modem re-provisioned), but I'm still puzzled how changing the ROUTER could force the MODEM to want re-provisioned.
--- Bill
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