Regular disconnects, multiple modems listed on account

I have been having challenges with regular disconnects, typically in the early morning hours. When I notice the disconnect, I attempt troubleshooting with the xfinity assistant. It always asks me which modem is having problems, and the connection tends to come back quickly after I select my current modem, whether I actually restart the modem or not. The old modem listed is no longer in use. Is my configuration at xfinity automatically reverting to my old modem? Can I remove my old modem from my account to be sure?

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Accepted Solution

XfinityEricB

Official Employee

•

1.9K Messages

13 days ago

user_2r3hi5 Thanks for reaching out about the service issue, and the equipment listed on the account. It shouldn't be reverting to any other device on the account that is listed unless you specifically request it, but I can assist you in removing any unused devices you own from the account to be sure. If you would like me to do so, can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

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Customer Service

user_2r3hi5

Regular disconnects, multiple modems listed on account

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