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vegas62's avatar
vegas62
New Contributor II
3 years ago
Solved

Netgear Orbi CBR750 Wi-Fi 6 DOCSIS 3.1 Mesh Wi-Fi Cable Modem Router - won't bond to more than 4-upstream bonded channels

I spoke to Cox sales & tech support prior to purchase of the CBR750 to verify this device is certified to work on the Cox network. - The Cox website actually features the modem- COX CBR750 page I h...
cable modemrouter
dropped_connections internet
firmware
frustrated dropped_connections
netgear
upstream channels
  • vegas62's avatar
    vegas62
    3 years ago

    As of this morning - Cox manually pushed a patch to the modem

    --All eight upstream channels are now showing and locked! 😀 

    Was notified that if I hard reset the modem I'd loose everything. And that Cox is waiting for the update from Netgear. But as I suspected, Cox was able to re-provision and modify the boot script to allow for this correcting in the interim. 

    Thank you to all who contributed here. 

    Thank you to The entire Cox field tech team.-

    -Especially Josh B. who was first to submit the ESR 'Remedy' ticket. 

    Thank you to the Cox engineering team as well for facilitating this correction. I did learn that all Cox customers with the CBR750 modem would potentially be affected as well--Granted not all of whom would have 8 upstream available...

    Over and out--

Bruce's avatar
Bruce
Honored Contributor III

What specifically are you troubleshooting...your up-speed, number of up-channels or both?  If you're not getting your promised up-speed, I'd assume only 4 channels could be the culprit but only getting 4 up-channels is due to something else...such as the width of the channels.

Although Cox may have upgraded your area to D3.1, Cox may still have limited up-speeds due to areas with "...periods of sustained increased internet usage."  In other words, you may subscribe to 35 Mbps but Cox will intentionally choke you to 10.

I'm unsure what the tech installed but it was probably provisioned for some privileged tech-account without any restrictions.

Cox controls the firmware.  Cox has the final "yea" or "nay" on whatever version a manufacturer releases.  Did the rep ever verify if your version is the latest approved version from Netgear?  It's weird how the rep wouldn't confirm this.

vegas62's avatar
vegas62
New Contributor II
3 years ago

Troubleshooting - the lack of sufficient channels for my area, which needed 8, to maintain consistent connectivity, especially during peak times is the main issue. The 4-channels (ID's 1-4) are swamped and my modem is not able to utilize the additional frequencies to keep the uplink speeds in a usable range 3-5mb+ range - Ushally the speed will crawl to a halt and then go offline. here are upstream: 

Channel ID's &  Hz--

Locked

4- 16.9

3- 23.5

2 - 29.9

1 - 36.3

Do not have-- 

5 - 60.0

6 - 67.0

7 - 74.0

8 - 81.0 

Netgear (my understanding) controls their own device firmware--Cox only pushes what they get. Cox provisions the modems according to their network--This matter essentially needs an engineering ticket / report to then initiate an industry ticket -- for testing and a future firmware patch, then testing, release--. Which could take months...

Cox honestly needs a closer relationship with these 'Approved Device' companies. And frankly--moreover, to actually field test the units prior to stamping them as approved. 

  • Bruce's avatar
    Bruce
    Honored Contributor III
    3 years ago
    Cox only pushes what they get

    Not true.  Manufacturers do create firmware but whatever version released, Cox has to test and certify for compatibility, security, efficiency because its their network.

    Good background with your neighbors getting 8 channels.  Do they rent their routers?  I'd hate only getting the 8 channels if I had to rent from Cox.  Cox may be giving you the runaround until you do.

    Your modem is on the certified list, your neighbors get 8 channels, you need 8 channels, you should be getting 8 channels.

    I didn't like the "answer" from FaceSpace.  Yeah...keep escalating and be persistent because Cox is depending on you just giving up/in.  Don't rent!

    • vegas62's avatar
      vegas62
      New Contributor II
      3 years ago

      I was quoting Cox on the statement: "...we only push what we get." This as I suspected was a casual, loose statement intended to get me to surly go after Netgear. -- whom has stated their firmware is verified by the companies that certify their equipment, which includes a Cable Modem. I am presently waiting on a team in Atlanta - to check on the provisioning, etc. I have invested over 1K in the modem router combo and three satellites -- the rent routers are not an option. Larger 1-story home...concrete interior and exterior walls.

       -- I have also considered downgrading the firmware - but as of yet, I can only get (from Netgear) the ‘RG’ (router gateway) firmware - and not the ‘CM’ (cable modem) firmware.  

      --Thank you

      • Bruce's avatar
        Bruce
        Honored Contributor III
        3 years ago

        "We only push what we get" from whoever at Cox approves modem firmware.  I'm sure Cox will test anything from a manufacturer but it'll have to certified before Cox pushes it.

        It's Cox' network, so only Cox should approve it.  For a subscriber, this is a good thing because we can't have unstandardized firmware communicating on a network.

        If this is the exact make/model on the Cox List o' Certified Modems, Cox should have the firmware to support 8 channels.