Skip to main content

    Support

    Offers

U
user_d3cea9
1st Topic
1st Reply

Visitor

 • 

7 Messages

Wednesday, June 23rd, 2021 3:39 AM

Closed

Xfinity Cable Modem resets whenever streaming accessed

This is weird... I have an Xfinity account in Illinois, which I occasionally access via the website streaming app. I happen to be at a Minnesota AirBNB this evening, and whenever I try to access recorded streams via the Xfinity.com website (via my laptop), signed onto my Illinois account, it crashes the Xfinity modem/router here at my AirBNB. When I say crashes, what I mean is that all lights go out for a second and then start their normal sequence of coming back online, just like somebody had unplugged it and plugged it back in. 

Question

 • 

Updated 

4 years ago

315

5

0

This conversation is no longer open for comments or replies and is no longer visible to community members.

XfinityAmandaB

Official Employee

 • 

2.3K Messages

4 years ago

Hello there @user_d3cea9! Thank you so much for reaching out to our community forums for help with this modem issue you are running into at your AirBNB while using your Xfinity Stream app! This sounds like the modem in question is not receiving the speeds to support the streaming option using the Xfinity Stream app. I know with many AirBNBs, these are vacation homes, and when the owner's family is not at the location, they use our Xfinity seasonal hold options to either put the services on hold or reduce access for that time. With either of those cases, you would have a minimal connection. Still, once you attempted to access an app that required a higher speed, the modem at that point can not support what you are doing, and the reset is the first thing the modem will do to correct any connection issues. You can check out some basic troubleshooting options for connection issues here on this page! [Trobleshooting](https://comca.st/3xIOZYe)

0

0

user_d3cea9

Visitor

 • 

7 Messages

4 years ago

Internet speed is 89Mbps down, 6Mbps up... seems plenty fast for streaming, and no issues streaming netflix, history channel, etc. Seems like a bug to me where the Xfinity modem is trying and failing to do something more for me than just give my laptop internet connectivity. When I try and stream Xfinity via another ISP/modem it doesn't reset their modem :-)

1

0

XfinityAmandaB

Official Employee

 • 

2.3K Messages

With the Xfinity Stream app, the connection does try a confirm your access level just as if you were at home and depending on that location and if you are using your home network, you would see different content, so that might be the case. I would be happy to help look more into this disconnect for you.

If you could send our team a private message with your full name, and the service address you are using the connection at currently, I'd be more than happy to look into this for you. 

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat. 

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

4 years ago

0

NotAnXfinityTechButBetter

Visitor

 • 

4 Messages

4 years ago

I literally have the exact same issue. Started within the past 2 months. Only problem streaming is anything when trying to use the xfinity site. I have 205mbps speed. Just trying to log on to the site reboots the modem. Didn't choose a movie or anything. Will continue the google investigate before calling support. 

2

user_d3cea9

Visitor

 • 

7 Messages

Seems obvious the modem itself is trying to do something special with this traffic, rather than just serving it up like it would netflix, etc. If find it ironic that the Xfinity remote streaming when your out of town works fine on other companies hardware, but not on their own. 

4 years ago

0

Kahuna6009

New Poster

 • 

3 Messages

4 years ago

0

user_8ae8bf

Visitor

 • 

1 Message

4 years ago

mine at home, on my desktop crashes - modem just shuts down when i click on the tv icon on the x-finity page. Never used to do that.

1

0

CCHeather

Problem Solver

 • 

1.1K Messages

Thank you for reaching out to the Digital Care Team. I hate to hear this has been your experience and would love to investigate this for you! Just to confirm, is it only happening on your desktop or other devices as well? 

I no longer work for Comcast.

4 years ago

0

Kahuna6009

New Poster

 • 

3 Messages

4 years ago

I'm having the same problem on my laptop when I'm trying to stream away from home at my parents house. They have xfinity and the modem resets when trying to connect. 

2

0

CCAnna

Problem Solver

 • 

874 Messages

Thank you for reaching out over Xfinity Forums @Kahuna6009. I am sorry to hear you have had troubles streaming while at your parent’s house. I can understand the headache you must be feeling. Do your parent’s also have problems streaming? Have they had any troubles with internet service lately? I would be happy to investigate. This is a unique situation, but I am sure working together we can get to the bottom of this.

 
Can you send us a private message with your full name, name of account holder (if different) and service address? To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you!  

I no longer work for Comcast.

4 years ago

0

user_f7c62e

Visitor

 • 

2 Messages

Did anyone find a fix is it just chromium based browsers like edge.

4 years ago

0

forum icon

New to the Community?

Start Here