Xfinity Stream Website Causes Router to Reboot

Hello, @user_dea5b8. I would like to look into this further with you and help figure out what the connection may be between our site and the modem rebooting. Does this happen every time you access it? What type of modem are you using, and have you looked into your firewall settings? I recommend disabling any firewall and reattempting to see if it continues to reboot. 

@user_dea5b8

Hello,

Was there ever a resolution to this?  I do not appreciate the way XFINITY takes the discussion private because then no other customers can benefit from the subsequent discussion.  We are all supposed to be sharing information, and then XFINITY smothers the process.  I don't get it.

I still have the same problem.  Unfortunately it's on my main streaming machine so I'd really like to figure out why streaming from this one machine causes my gateway to reset.  Were you able to get any help from XFINITY?  Please share any ideas you tried with XFINITY even if they didn't work, since sometimes the idea might help others.

Thanks.

@XfinityStephanieK

Sorry I have been neglecting this thread but I see it has been active recently. It happens every time. I primarily use Chrome. I just tried now with Firefox and that logged in fine. I have an up to date Win 10 Pro with no updates to Chrome. I have an Arris TG862G/CT modem. I am hard wired to it. I have not tried to change my computers firewall settings to test as these have not changed to my knowledge, unless by some update. Modem firewall tcp 4 is set to low and tcp 6 typical. Sure seems like it has to be related to somethin browser specific. I have attached the modem's software version. 

@XfinityStephanieK 

Ok just did more testing.

1. Made no changes and tried to use Chrome to log in. Modem reboots and I get this error.

2. After reboot I disable windows firewall and webroot security. I refresh the page and it seemed to get farther but do not see my name listed on top right. Modem then reboot.

3. Again I refresh the page and it shows my name now but then modem reboots. 

When modem is back up I am able to click my name in the browser and have a sign out option. I click that and modem reboots. 

Thank you for sharing the further steps that you tried, @NotAnXfinityTechButBetter. I would like to look further at your account. Please send us a direct chat message with your full name and service address to Xfinity Support.

To do so, click on the chat icon located at the top right of this forums page.
Here are the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

@user_84422a 

Thank you for adding your comments.  Perhaps XFINITY support will be helpful and address this issue.  That would be nice.

What hardware are you using to run your gateway?  Are you renting a gateway from XFINITY, or did you buy your own? 

@XfinityTambrey 

Here this problem occurs on 1 of 3 Windows 10 machines.  On the problematic machine, it occurs with Edge, Brave, Opera, Vivaldi and Chrome browsers, but does NOT occur with Firefox browser and interestingly also does NOT occur with Epic browser.  The problem machine runs Windows 10 Pro.  One of the working machines is also Windows 10 Pro, and the other is Windows 10 Home.  All machines have most recent Windows Updates applied.

I have been seeing this problem for several months every time I try to use Xfinity streaming from the affected Windows 10 computer with Edge, Brave, or Chrome browser.

The problem occurs ONLY with Xfinity streaming;  Netflix and Amazon streaming are perfect with no problems on all machines and with all browsers.

As a result we are doing more and more Netflix and Amazon Prime viewing and essentially no Xfinity streaming.

Thank you for getting back to us @Regor1, so no issues occur on both Firefox and Epic Browser? Have you attempted to go into incognito on the affected browsers to see what happens? 

I also experienced this problem on my Ethernet connected PC, using Chrome browser.  I contacted chat support and they only ran the very basic equipment checks and ignored the actual issue of what was causing the router to reboot.

But there is an additional wrinkle, and it is because after I tried to use my PC unsuccessfully, I tried it on my Android phone.  It caused the gateway to reboot itself.  I was able to stream using my mobile data, but through the router, no-go.  I had to switch wifi off on my phone and then it would stream.

Thanks for the reply, XfinityAbbie!

You are correct,  no issues occur on both Firefox and Epic.  After I discovered that Firefox was OK, my hypothesis was that the problem occurred in (and only in) Chromium-based browsers, so I was surprised to find that Epic worked OK as it is (as I am sure you know) Chromium-based.  The Epic developers did however remove quite a bit of Chromium code in order to make Epic more secure and private, so perhaps a portion of the Chromium code base is in fact causing the problem on some systems (such as the one causing problems here) but it may be that the problematic code is part of what the Epic developers removed when creating Epic's code.

I had tried incognito on one of the Chromium-based browsers and the problem still occurred.  Because it takes 5-10 minutes for the system to reboot after each untoward event I did not check this issue further, as each test that caused a reboot affected not just me but all users here and their patience has run out.  I will test this on two or three Chromium-browsers and I will then post those results in an edit to this post.

I tested Xfinity stream access from incognito/private windows in each of Chrome, Brave, Edge after clearing cache for each.  In each case attempting to access Xfinity stream causes reboot of cable modem.  

@Regor1 Thank you for your time and troubleshooting efforts with this! It is definitely an odd issue to have. I would like to dig a bit further and look at your modem to see what we can find. 

I want to make sure I have the correct account pulled up. Can you please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address.

Hello @ghoughto99, thanks for visiting our forums page and expressing that you're also trying to get this issue corrected on your end. My team would love to help and see what we can do to rectify this issue on your end.

Can you please provide a little more details in regard to exactly what you're experiencing on your end? What hardware are you using to run your gateway?  Are you renting a gateway from XFINITY, or did you buy your own? 

Hi @PhysicalEd thank you for sharing these details. I'm sorry to hear you're also experiencing these issues. I'd like to ask, is the firmware on Chrome up-to-date on all  your devices?  

@XfinityMikeB  Yes, my Chrome browser is kept up-to-date.

My current version is Version 94.0.4606.81 (Official Build) (64-bit)

Though I should note the last two times I tried to access streaming it did not reboot the modem. 

Thank you for letting us know @PhysicalEd. I'm glad your modem is not currently resetting after you log in. This is a very distinct issue and I know the community would like more information about it. I want to say exchanging the modem would be worth a try in these circumstances, but it seems like some people are experiencing this issue with an owned modem. If the issue happens again use the Direct Message icon at the top of the page to send your name and service address to 'Xfinity Support." Even in the event when we work on an issue in public, we will post a resolution if we get the opportunity to resolve the issue. Having the account in a Direct Message will allow us to see if this is tied to a known issue or collaborate with our advance repair team if needed. We can also see if a modem reactivation fixes this as this will automatically update the modem's firmware. 

Incidentally, making the xfinity.com/stream request with Chrome in Incognito mode also causes the gateway to crash.  Incognito mode does not seem to make a difference in this problem.