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Osasanajimi
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6 Messages

Tuesday, April 8th, 2025

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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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10 days ago

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user_9pdjo4

6 Messages

4 months 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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2K Messages

4 months 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.

4 months ago

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XfinityMarcos

Official Employee

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2.4K 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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4 months ago

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Osasanajimi

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6 Messages

@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.

4 months ago

0

XfinityRoberto

Official Employee

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1.9K 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

4 months ago

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Osasanajimi

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6 Messages

@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.

4 months ago

wendyd1998

Visitor

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5 Messages

13 days ago

STILL having this same issue. Router goes from a solid white light with connection to a blinking orange light with limited to no connection back and forth over and over and over. Talked with 5 agents, had 2 separate techs come over and it is STILL happening. I don't even know what to do anymore.

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XfinityThomasA

Official Employee

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2.6K Messages

 

wendyd1998 - You’re absolutely in the right place, and we’re here to help. I know how important a reliable connection is, and we’re committed to working with you to get things back on track. You’re not alone in this—we’ve got your back! Please send a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.
 
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” 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

 

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

11 days ago

0

wendyd1998

Visitor

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5 Messages

I did that and started chatting with someone but now, they have not responded for hours. Horrible service

10 days ago

0

EG

Expert

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112.3K Messages

13 days ago

@wendyd1998 

Are you the original poster @Osasanajimi ? If not, please create a new topic of your own here on this board detailing your issue. Thanks. 


For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on someone else's older thread can delay getting help.

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wendyd1998

Visitor

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5 Messages

No I am not the original poster but I am having this issue. Ordered a new XB8 gateway and have had connection dropping issues ever since. 

10 days ago

0

EG

Expert

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112.3K Messages

10 days ago

Poster made their own topic. The original poster has not returned. 4-month-old dead thread is now being closed.

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