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Osasanajimi
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6 Messages

Tuesday, April 8th, 2025 1:34 AM

Frequent disconnects / restarts since switching to XB8 modem

Since switching from the XB6 modem to the XB8 about 3 weeks ago, I've been getting disconnects or having the modem restart 1-4 times a day.

I've had a technician come and check the signals and connections and also gotten a replacement XB8 in case the first was defective but the issues persists.

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5 days ago

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user_9pdjo4

6 Messages

8 days ago

Is this still an issue? I had an install yesterday and the drops are insane. Modem has been replaced and all connections checked.  

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XfinityLinda

Official Employee

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1.7K Messages

7 days ago

Thanks for connecting with us here in our community, @Osasanajimi. Sorry to hear about the trouble with the new XB8. You've reached the right team for help. Did the tech swap out the coaxial cables, and splitters as well? If not, we recommend trying that first.

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Osasanajimi

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6 Messages

@XfinityLinda​ The technician did not swap the cable and there isn't a splitter being used in the connection. The problem seems to have ceased for the time being (52 hours without a disconnection at the time of writing) but I'm continuing to monitor it.

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6 days ago

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XfinityMarcos

Official Employee

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2.3K Messages

 

Osasanajimi, I'm certainly glad to hear you've seen an improvement, but I get wanting to keep monitor. Are you seeing the disconnections on all of your devices, and is the XB8 itself restarting? Or do you happen to know if the impacted devices required a specific Wi-Fi channel connection? 

 

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6 days ago

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Osasanajimi

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@XfinityMarcos​ I'm not entirely certain but I believe the XB8 was restarting. When checking on the device during connection issues I think it was going through the power on cycle (flashing orange light, flashing green light, then solid white).

All devices were losing connection and my PC which is connected through ethernet would also lose connection so I don't believe the issue is related to the wi-fi channels.

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6 days ago

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XfinityRoberto

Official Employee

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1.7K Messages

@Osasanajimi have you noticed if the reboots are happening around the same time or different times? 

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

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6 days ago

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Osasanajimi

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@XfinityRoberto​ At first the reboots were happening daily at around the same time late at night (2:30 am - 3:30 am) so I assumed it was maintenance or updates being pushed out but then it started happening throughout the day and the frequency increased.

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6 days ago

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