Skip to main content

    Support

    Offers

U
user_h9zrn8
1st Topic

5 Messages

Friday, November 3rd, 2023 2:49 AM

Closed

can xfinity power cycle my modem remotely?

Is xfinity of any help if I need to power cycle my modem but I am not at home to do so?  Not a reset, a power cycle aka unplug/plug

Question

 • 

Updated 

1 year ago

1.5K

4

0

Was this helpful?

flatlander3

Problem Solver

 • 

1.5K Messages

1 year ago

No.  They can't cold boot/power cycle remotely.  That function does not exist in the hardware.  For that, you'd need a switched PDU (switched power distribution unit).  Usually Ethernet connected and they run their own OS you can program, or control via proprietary software or SNMP commands on a network.

Can you do it with regular cheap "smart outlets"?  The trouble there is you can send a power off or power cycle command, but then your gateway is down (and WiFi) when you drop power, so it won't get the Power ON command and remain OFF -- at least from the ones I have seen.  The device doesn't have the brains to do a reboot, it's actually a power off, then power on command from a remote sender.   You'd have to control and connect the smart outlet to something else -- dedicated PC/Raspberry Pi...etc that had some scripting capability running it's own WiFi/Bluetooth server. 

You shouldn't have to power cycle your gateway though.  If you have to do that, you've got other issues.

(edited)

0

0

BruceW

Gold Problem Solver

 • 

26.2K Messages

1 year ago

Is xfinity of any help if I need to power cycle my modem but I am not at home ...

No. As stated, they can't power cycle the device, but they can send a DOCSIS "docsDevResetNow" command to reset it, which is nearly as complete as power cycling. You can also send that command from their Xfinity app or from https://www.xfinity.com/support/status.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

2

0

user_h9zrn8

5 Messages

@BruceW​ Unless I'm misunderstanding, this is an answer you provided to a similar question:

""docsDevResetNow" is a reset command sent by Comcast to your modem or gateway, either initiated by them, or in response to a user "reset modem" request in My Account or the Xfinity app. "

and that answer seems to be saying a "docsDevResetNow" command is no different from a reset.  If that's not the case, please advise the difference.  

I have wifi devices at home to monitor various critical circumstances while I'm away.  I can be away for weeks at a time.  Last night your system went down and multiple resets did nothing to bring back wifi.  The only option xfinity could offer was a tech visit which is useless when there is no one home.  Only a power cycle will do.

Considering the number of household wifi devices on the market, I find it unfortunate that there is no consumer product to perform this task.

From what I'm hearing here, when this happens in the future (as it has in the past), I am out of luck.

Regarding the  switched PDU: I don't have the technical knowledge to even attempt that approach.

1 year ago

0

flatlander3

Problem Solver

 • 

1.5K Messages

@user_h9zrn8​   WiFi devices not coming back after a network loss is a separate issue, but just for the power cycle issue......

It depends on what you want to accomplish and how much you want to spend on it to have the capability.  For a remote location, it can be as complex as you want it to be.  I have two myself with alternate ISPs and power fail-over.  

A cheap backup ISP power control method:

You can keep a cheap cellular based mobile hot spot connected 24/7.  A low cost data only pre-paid plan works with a budget carrier.  Walmart has a few options.  Most cellular hot spots are USB powered, but check the manual for it and make sure you can disable "auto-shutdown" on the hotspot so it stays on all the time, and leave it plugged in. 

Connect a cheap smart outlet to your cellular hotspot's WiFi network, and plug your modem/gateway into that.  Then you control the smart outlet with a phone app from anywhere using your alternate cellular network.  As far as cell data goes, most outlets burn around 4Mb of data/day to maintain a connection to the cloud network they connect to.  You can get a 4GB data plan for $25/month -- more than enough data for this purpose.  Is it secure?  Meh, not really, it's only as good as the cloud server if you can trust them and your phone, but whatever.

As far as your devices not coming back after a network issue, you probably want to debug that if it's critical.      

1 year ago

0

BruceW

Gold Problem Solver

 • 

26.2K Messages

1 year ago

... that answer seems to be saying a "docsDevResetNow" command is no different from a reset ...

Correct. Why do you require a power cycle? If you are using it to "fix" loss-of-internet, then as stated above, there is a deeper problem that needs to be resolved (see https://forums.xfinity.com/conversations/your-home-network/connection-troubleshooting-tips/602da777c5375f08cdea3db9).

And please note, as I said before:

When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

1

user_h9zrn8

5 Messages

Don't know why, but your link isn't working...

This page isn’t working

Deleted cookies, different browser..sorry

1 year ago

0

flatlander3

Problem Solver

 • 

1.5K Messages

1 year ago

If you are at a loss on starting the debugging, perhaps start on the data point where a reboot actually corrects the problem.  Maybe start there.  You didn't say what your setup was.  Gateway only?  Gateway-bridge mode to router?  Modem to router/firewall/mesh network?

If it's just a gateway only, you said a reboot is required to get the network back and your WiFi devices back on-line, but were they ever NOT connected to the gateway's WiFi when this happens?   Do you have to reboot devices too, or are they just coming back on their own?

When it is offline, can you connect something to the gateway either by Ethernet or WiFi?  If you can, try a ping to other devices on the local LAN to see if local traffic still works.  Can you log into the admin interface on the Gateway or is that frozen?  Is the gateway getting an IPV4 and IPV6 IP address, or is it sitting there like a brick?  Got any diagnostic LEDs on the gateway/modem?  What are they doing?  Then @BruceW 's troubleshooting link comes into play with the connection itself, signal power levels, error logs, your household wiring, other components hanging off your coax, etc. 

If the gateway itself is freezing/locking up or otherwise going insane from time to time from something like failing processor, other component, memory chip, overheating or some sort of firmware stack panic, you won't be able to talk to it.  You're probably looking at replacing it.  Replacing it for a wiring or Xfinity signal issue won't fix the problem. 

5

0

user_h9zrn8

5 Messages

kinda basic...

arris CM820 DOCSIS 3.0 8x4 Cable Modem 

linksys e4200 Dual-Band N Router

"

Do you have to reboot devices too, or are they just coming back on their own?" answer:  they just coming back on their own

Never have any problems except when xfinity goes down.

All modem lights are on....even when I cannot connect

I can see both connections in WIN11   2.4 and 5.

I did not try ethernet connection so I don't know if that would work if wifi doesn't work.

1 year ago

0

flatlander3

Problem Solver

 • 

1.5K Messages

@user_h9zrn8​  OK, take a look at the RF status table and error log on the CM820.  Might help to post the entire signal table here.  If you post error logs, make sure you redact MAC addresses or the forum bot will mark it private. 

Accessing the GUI

  1. Launch a web browser, such as Internet Explorer, Firefox, or Safari.  Enter http://192.168.100.1 into the address box.  The Status page appears.


Here is a brief description of each page in the CM820 menu:

  • Status - Provides information about the startup process of the Cable Modem.
  • HW/FW Version - Provides information about the hardware and firmware version of the unit.
  • CM State - Provide information about the status of the cable modem's HFC and IP network connectivity.
  • Event Log - Provides diagnostic messages generated by the Cable Modem, which is intended for use by a qualified technician.
  • Advanced - Used by qualified technicians.  

The other thing is take a look at the linksys when you are down.  You should have an external IP IPV4 address, and an external IPV6 address.  The error logs on that may help, if it's able to record any information about DHCP releases/renews/rebinds. 

Do you only have to reboot the modem, or do you have to reboot the linksys too to get it to work again after a failure? 

1 year ago

0

flatlander3

Problem Solver

 • 

1.5K Messages

Adding:  Your linksys is pretty old.  It might be IPV4 only:  https://www.linksys.com/support-article?articleNum=135685 

1 year ago

0

user_h9zrn8

5 Messages

@flatlander3​ 

I finally got access to the troubleshooting page.  It too says to unplug to reset.

To perform this procedure:

  1. Turn off your computer.
  2. Unplug the modem/gateway (remove the backup battery if equipped).
  3. Unplug the router if you have a stand-alone unit.
  4. Plug the modem/gateway back in and wait for the status light to indicate it is online.
  5. If you have a stand-alone router, plug it back in and wait for the lights to indicate ready status.
  6. Power on your computer.

[Images Removed: "Personal Information - MAC Address"]

(edited)

1 year ago

0

XfinityBenjaminM

Official Employee

 • 

1.8K Messages

@user_h9zrn8 Hello! We just wanted to check in with you to see if you still needed any help. If you do, please let us know.

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

1 year ago

0

forum icon

New to the Community?

Start Here