quatin's profile

New Poster


8 Messages

Wed, Dec 4, 2019 6:00 PM

Having to reprovision my modem every day

I've been having a systemic issue for the past 9 days where I get an invalid security certificate when trying to access most websites. Sometimes I can get to the "walled garden" when it says the certificate is only valid for register.be.xfinity.com. If I register my modem, the problem is resolved until the next day. Most days I have to call Comcast tech support and have someone reprovision my modem, but again the problem comes back the next day. All tech support can tell me is I seem to be loosing my bootloader file every day.

Here's what I've tried:

1) Bought new cable modem (went from DOCSIS 2.0 to DOCSIS 3.0)

2) Upgraded services from an older grandfathered plan to the performance starter

3) Factory reset the cable modem (pin hole button on back of panel)

4) Try to use the My Account app to reset modem (app gets an error "can't access account details" only when I have this security certificate problem.

Does anyone else have a clue why this might be happening? I found some related threads where other people have this issue as well, but they haven't found a resolution. Here's a screen shot of the error:


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New Poster


8 Messages

1 y ago

I think I found the problem. I found a thread on a forum, where someone with the same issue says this might be a modem conflict with multiple modems registered to the same account on the Comcast database. 

It turns out, Comcast is forcefully unregistering DOCSIS 2.0 modems. When I upgraded to a DOCSIS 3.0 modem, tech support over the phone only "deactivated" my DOCSIS 2.0 modem instead of removing it. The unregister script is only looking for DOCSIS 2.0 modems associated with an user account, instead of "active" modems associated with an user account. Therefore, every day at around 7pm when the script runs, it unregisters my account, which explains why I couldn't access the MyAccount app as well. Once I figured it out, I had to call tech support until I found someone who could "remove" my old modem from the Comcast database. It's now been 2 straight days without the issue re-occuring. (knock on wood)

Anyone know how I can report this to Comcast? I've been on the phone for 6+ hours with 13 different tech support reps over the past 13 days and none of them have a clue what's going on. They don't even have google access to look on forums for other people with the same problem. There must be a lot of other customers facing the same issue.

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