Frequent Visitor
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17 Messages
Xfinity Stream Website Causes Router to Reboot
Every time I go to xfinity.com/stream/ my router and modem reboot and I lose internet for about 10 minutes. Can someone help me fix it? Do I just need to replace the router/modem?
All the lights except power go off on the front of the router. The web page never loads. I can no longer stream TV/DVR from my PC like I used to.
_G_G_G_
Contributor
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33 Messages
4 years ago
I have been having precisely the same issue for about the last 3-4 months.
I have a purchased Arris Surfboard SVG2482AC that worked very well for about 8 months, then the problem you describe began occurring.
Additional details:
On 3 of 4 PCs I do not have this issue.
Lenovo Helix 2 Wireless connection - no problem streaming
Lenovo Legion i5 hard wired connection - no problem streaming
HP Pavilion desktop hard wired connection - no problem streaming
I also have 2 ROKU streaming sticks running WiFi with no problem streaming
On one specific desktop system hard wired to the network, every time I request xfinity.com/stream/ my Arris gateway restarts and everyone here must wait 10 minutes for the Arris restart sequence to complete.
This system is running Windows 10, fully updated.
The problem seems to be browser related. This has happened in both Edge and Chrome. It does not happen with Firefox.
Any ideas why this is happening? Anyone else experiencing anything similar?
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NotAnXfinityTechButBetter
Visitor
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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.
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user_84422a
Visitor
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3 Messages
4 years ago
I'm having the same problem
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user_84422a
Visitor
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3 Messages
4 years ago
Yeah this is pretty bad, something to do with the logon process it looks like you logged in but if you click anything to watch anything it resets the router. It has nothing to do with faulty cables.
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_G_G_G_
Contributor
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33 Messages
4 years ago
@XfinityStephanieB
You reached out to @user_dea5b8 to assist this user. What was the resolution?
I am still having this issue. My main media machine (fully up-to-date Windows 10 system) cannot access xfinity.com/stream or any XFINITY streaming content, without taking my gateway down. That defeats the entire purpose of this machine which I put together specifically for viewing XFINITY streams - it's just a paper weight now.
What should we be doing? Can someone from XFINITY please help us solve this problem?
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CCTambrey
Gold Problem Solver
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3.4K Messages
4 years ago
Hello everyone!
We would still love to help troubleshoot this issue with you all. Has anyone here had the opportunity yet to try launching Xfinity Stream on their desktop using incognito mode to see if that prevents the gateway from resetting?
Does anyone experience the same issue when streaming from any other platform such as Netflix or Hulu, or has it just been Xfinity stream?
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ghoughto99
Visitor
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1 Message
4 years ago
Hase there been any progress on this issue ? Are there further tests we can run ?
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PhysicalEd
New Poster
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13 Messages
4 years ago
I am so glad I found this thread. The problem is so bizarre I was afraid no one else was having it, and if I contacted Xfinity they wouldn't believe me. I am using a cable modem rented from Xfinity, with phone also connected (though rarely used), and these are the non-customer specific details of the modem:
For me, it doesn't happen *every* time I try to log in/connect to xfinity.com/streaming, but often enough that I always watch the modem when I connect to see if the lights go out or not. I always stream from Chrome, I haven't tried another browser. It happened yesterday the first time I tried to stream something, and again today, just the first time. But after I connected today and waited for the modem to reset, I was able to refresh the page and reconnect without it restarting the modem.
My modem is in bridge mode if that matters. It is connected to a Netgear Orbi, and the PC I usually stream from is connected to that via ethernet. I have occasionally had the problem happen from a different PC on wifi (also running Chrome), though never from my Android tablet running Chrome.
My internet connection is consistently fast and very reliable. This weird problem is really the only issue I have.
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user_f7c62e
Visitor
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2 Messages
4 years ago
So is the problem using chromium based browsers like edge that's causing the issue. I thought I was the only one and it was hard to explain to anyone.
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user_84422a
Visitor
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3 Messages
4 years ago
This problem could be chromium related I tried using Chrome and Vivaldi which I believe is chromium based. Such a major reaction (the modem rebooting) leads me to believe it's failing to communicate with the cable box to validate if we should have access to the streaming service. It fails to validate which causes the modem to reboot because that's all it can do in that situation. This is repeatable & this error only affects the Xfinity streaming app that I am aware of. I've been troubleshooting this using windows 10.
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_G_G_G_
Contributor
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33 Messages
4 years ago
I wish XFINITY would just be customer friendly and support LINUX.
fThis is absolutely a Chrome/Chromium issue. I only have Chrome installed on the Windows 10 desktop that brings down the gateway when accessing xfinity.com/stream. On all of my other machines I am running Firefox, and they are not causing the gateway to crash when loading xfinity.com/stream.
Today I decided to install Firefox on the desktop that only had Chrome and run some tests.
xfinity.com/stream will not crash the gateway if I load via Firefox.
xfinity.com/stream will crash the gateway EVERY TIME if I load via Chrome.
For me, it is as simple as that. I have fiddler proxy logs of loading xfinity.com/stream for both chrome and firefox, so y'all should be able to solve this pretty quickly with this data and level of reproducibility. Let me know how I can deliver the logs to you.
So, yeah, Chrome support seems broken for streaming, at least for those of us on this thread.
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Jimdish07
Contributor
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68 Messages
4 years ago
Okay me too!!! When I'm here in Florida we have an ARRIS SURFboard SBG7400AC2 I purchased from Amazon and provisioned over the phone. I started losing wireless and wired signals and was rebooting, swapping cables and following wiring. I even have a tech coming out tomorrow but earlier this evening I started to realize every time I tried to login to XFINITY STREAM on chrome the router went nuts! Going to show my tech tomorrow.
At my primary account in Connecticut a similar problem occurred once recently with the rented X1 box but it may have thought I was on VPN. Not sure but why just this app and no other program I have ever used does this. Seems like Xfinity stream doesn't like chrome or my Arris modem. That seems very odd.
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Jimdish07
Contributor
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68 Messages
4 years ago
So the appt is rescheduled for a few days but don't be surprised if your 3rd Party Router is flagged if it is DOCSIS 3.0 because that automatically pops up on their system. I get they're using 3.1 now but correct me for assuming my 3.0 24x8 is backwards compatible when I'm getting good performance except for this repeatable trigger. I would assume a decent tech might be able to see any errors on his hardware. Trying again for Tuesday.
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cjczajka
New Poster
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4 Messages
4 years ago
I have the same problem. Started a couple months ago. Interesting that a Comcast service on a Comcast server delivering a Comcast web page over a Comcast network to a Comcast end-point modem to a Comcast customer causes the modem to fail which, in turn, causes the modem to reboot; all with no errors listed in the modem's logs. And to top it off, it takes 8-10 minutes to reboot which I consider a major engineering flaw in and of itself.
Surprising that you have got no response from Comcast, do they even look at their forums.
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Jimdish07
Contributor
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68 Messages
4 years ago
I haven't tried to repeat the issue since we needed the internet to work this week. A tech did come by today and when I signed in to the XFinity Stream on chrome it actually worked. Of course!!! Obviosly these things are unpredictable but from the first incidence to multiple fails and reboots something in the environment must have changed. Now that he's gone hoping it will hold but ready to use Firefox if necessary. Fortunately my signals and system are okay.
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