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14 Messages
Xfinity unable to activate Netgear CM2050V voice modem
After some confusion and different referrals to non-working telephone numbers, I got to tech support for adding voice and self-install NG CM2050V. There was (and as of now, remains) an issue in that the internal Xfinity system responded "No such model" when we tried to activate. But a workaround and the modem now is good for Internet, speeds good, etc.
The process?
Attach coax and then power up, wait for 10 minutes or so as the modem connects and updates firmware, etc. It allowed traffic, even though modem indicated "no download channel". Attach to Mac with ethernet, and communication was good, but modem lights continued to indicate no connection even though high speed was working great. When we connected new modem to router (also a NG), we had no success at all. Since it wouldn't activate from Xfinity's end, I opened the app on an IOS device and hit activate, and things worked after a few minutes. However, the tech says that for whatever reason, the internal Xfinity system refuses to see the 2050V as a voice modem, and instead, reverts to an older, data-only Netgear. So, no telephone yet. So, the modem is working, lights are in order, internet fast...but for some reason, the 2050V seems to have been deleted as a possible voice modem, so the Xfinity computers won't attempt a voice connection. I assume the can fix this.
jccamp
Contributor
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14 Messages
8 months ago
OK, having some issues with phone service, but hopefully that will resolve tomorrow, as ATT still seems to be trying to connect to their now-unplugged VOIP modem for phone.
An X tech arrived without notice.He was told we had an appointment (we didn't or at least, no one bothered to tell me). While he was here, he worked on phone without success.
As an aside, I can see reason for some confusion. He wasn't able to delete the old modem from account, so when he tried to close work order, it failed because there was no connection to old modem. He called his tech support and asked for them to delete old modem, and they told him (while I was listening) that CM2050V was for phone only and we needed a second modem for internet, which may be one of the more stupid things heard today.
While service tech was trying to deal with third world guy on phone, suddenly our internet speed went from 900+ mbps to about 20. I restarted modem and we're back to normal speed for now. I will post again if this keeps up, as it seems to be a common issue with voice modem install.
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jccamp
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14 Messages
8 months ago
Friday update...
Outgoing calls and all data working great, good speeds etc. However, incoming calls all receive recording "Can't be completed as dialed". Have spent some frustrating time on chat 3 times today, plus one voice call, and again being told "We'll call right back"...which hasn't happened yet. BTW, one of the chat agents decided to try resetting/restarting the modem, which of course disconnected the chat, so I had to start all over again with someone else. Each agent has been polite but they have a script that have to work through, so we are repeating same process over and over. If I do not hear back today, I will try messaging as above.
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jccamp
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14 Messages
8 months ago
Sunday update:
Now all voice service is DOA. I used the chat assistance, and after at least 15 minutes of tedious auto refusing to send me to a human until I repeated a number of steps multiple times, I finally got a human. That agent said that I didn't have voice on my account. So, with her on the line, I checked my online X account, and there was a $26.12 charge for voice. Regardless, the agent insisted I re-order voice, and quoted me 2 different prices, neither of which matched the original quote or the bill. I finally gave up, and will either try again tomorrow or just cancel all Xfinity and try some other provider. I have spent at least 10 hours either online or on the phone, talked to at least 8 different people, been promised calls back4 times without a single call back, sent the email as requested above...crickets...this may be the worse customer service I have ever experienced, and considering we had AT&T for years, that's saying something.
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jccamp
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14 Messages
8 months ago
And finally, someone on a phone call who actually listened, then checked, did something to activate service, and says phone will be up in 24 hours. Will post results.
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