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user_4t7ign
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3 Messages

Saturday, January 3rd, 2026 10:35 PM

My modem keeps restarting itself

My modem keeps restarting itself multiple times a day. I have tried to get in touch with customer service but no luck. I have tried to make an appointment with tech but no luck. The AI customer service just keeps troubleshooting my modem and that’s it. Won’t let me speak to anyone or do anything else. Does anyone have any advice or a number for me to contact? 

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16 hours ago

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XfinityVictor

Official Employee

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1.9K Messages

1 day ago

 

user_4t7ign Hello, I am sorry you are having service issues. I understand how frustrating it is, and I am happy to help you troubleshoot your service. Can you please DM your first name, last name, and the service address to get started? First I will ask a few questions to better understand the root of the problem. We value you as a loyal customer and would like to resolve this issue, so you can enjoy our great service.  To avoid repeating any steps you may have already taken, can you please describe what you have done to resolve your service issue? 

 

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user_4t7ign

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3 Messages

We have already went through troubleshooting 3 separate times. It did not do anything. The internet works great.. we just don’t know why the modem keeps restarting itself. Just today it had restarted itself 8 times. From around 6:30am till 7:00pm. 

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1 day ago

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XfinityVictor

Official Employee

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1.9K Messages

 

user_4t7ign Gotcha, do you notice the modem overheating or making weird noises? 

 

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1 day ago

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user_4t7ign

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No.. no weird noises. And pretty sure it’s not over heating. It doesn’t feel hot. We have it in an open area. 

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1 day ago

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XfinityVictor

Official Employee

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1.9K Messages

 

user_4t7ign Is the modem still restarting after 7 PM, or did it stop?

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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1 day ago

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EG

Expert

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115.2K Messages

16 hours ago

@user_4t7ign 

What do the modem's signal status values look like ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1 


Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.


What is the exact make and model number of the modem / gateway device ?

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