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16 Messages

Tuesday, June 7th, 2022 5:54 PM

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Have to unplug power cord to modem and plug back in to have devices connect to Internet after a service interruption

Hi! I've been going crazy trying to find an answer. I have xfinity Internet. We got it a year ago. I have a Motorola MG7550 modem that I bought because it was on the approved list. Within the last 6 months or so, whenever there is a service interruption, no matter how brief (could be only a second or so), the modem will show all lights as normal once it's recovered. However, all of my devices are now disconnected from the Internet and the only way I can get them back on is through unplugging the power cord to power down the modem, then plugging it back in. We've had a LOT of service problems lately, some for hours on end. This is due to problems xfinity is having (due to going to 5G and laying new wires maybe). Be that as it may, I still have to unplug/replug to get my devices back on Internet. I don't know if it's an xfinity problem, a modem problem or what so that leaves me clueless as to where to start. It also occurs on average at least once a day.

I've gone to the xfinity resource page for my devices and it says my modem isn't connected. Um - yes it is. I get a message that there is a problem with modem and to run a test, which I've done, numerous times. Only once did I get the message that my modem was upgraded and all was well - followed by the exact same thing of no connected modem and we detected a problem. I don't know if this modem has even been getting the updates it should be getting. The one "successful" message said it did, but I don't have faith in that. When I went to my modem page online and looked at error reports, there were a LOT of errors about connection.

I'm running a Windows11 computer with Norton 360 and Malwarebytes. The desktop has an ethernet connection. All the rest of the devices connect via Wi-Fi. Whenever the connection hiccup occurs, it affects everything - ethernet and wireless connections.

I hope somebody can PLEASE help!! Not only is it frustrating to have to come in and repower the modem, but my husband is not tech savvy nor does he have the patience to keep having to do that. I'm running out of patience also. Trying to work through the automated chat drives me nuts! Thank you in advance for any help you can give me.

Accepted Solution

Contributor

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342 Messages

3 years ago

Hello @user_75dfa9  thank you for reaching out to us on our community forums. I see that you are reaching out regarding issues with your modem. Since you have already tried the basic troubleshooting, Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

 

See https://comca.st/3KQF8q9 for an example.

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