Having to restart modem multiple times a day

Xfinity had an outage in my area 8 days ago. Ever since then, I’ve had to restart my modem/router at least 2-3 times a day as it seems to hang up/stall after a few hours. It’s now to the point it is happening after about 15-30 minutes. I’ve switched out to a brand new router/modem (that is on xfinity’s preferred list) and it still does the same thing. The router is up to date. I’ve tried factory resetting and reinstalling all of them without any improvement. Internet is now crawling it’s so slow. I don’t know what to do.

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jln0114

New Poster

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2 Messages

1 month ago

I'm having the same issue. Would like to find an answer.

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XfinityThomasB

Official Employee

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1.8K Messages

jln0114

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:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 month ago

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XfinityDemitrius

Official Employee

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1.7K Messages

1 month ago

Hey @user_yhanlo, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the Xfinity Internet connectivity issues. I would be more than happy to offer my assistance looking into this further for you.

Could you please visit our 'Tips for troubleshooting your Xfinity Internet connection' knowledge base on step-by-step instructions on how to view the modem signal levels. This will help us determine if there are any signal level issues being received or sent that may be causing the intermittent connectivity issues. We hope to hear from you soon.

6

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user_yhanlo

12 Messages

@XfinityDemitrius the instructions in that website link don’t work for me. I just get an error that “this site can’t be reached” with the IP address.

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1 month ago

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XfinityAlfonso

Official Employee

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1.5K Messages

Which link are we attempting to access from the article? Are we trying the 10.0.0.1?

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1 month ago

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user_yhanlo

12 Messages

I tried both. Neither works. Right now I have a netgear CM1000 cable modem and asus rt-ax82u router connected. I can access the router (not by either of the ip addresses provided in the website) but I can’t find any data on modem signal levels.

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1 month ago

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XfinityAlfonso

Official Employee

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1.5K Messages

Got it. To log in to a Netgear CM1000 modem, you can use a web browser to go to http://192.168.100.1 and enter the username "admin" and the password "password". The username and password are case-sensitive.

If you've done this once and changed that default login, then please use the adjusted settings.

You should be able to log in, and see "Cable Connection" , then selecting the signal level you'd like to check (Downstream Signal-to-Noise, etc.)

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1 month ago

0

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user_yhanlo

12 Messages

@XfinityAlfonso I still get this error:

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1 month ago

0

U

user_yhanlo

12 Messages

1 month ago

Are there any other recommendations?

11

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XfinityJustinC

Official Employee

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1.1K Messages

user_yhanlo do you happen to have a different device you can connect and attempt to access?

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1 month ago

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user_losb0z

2 Messages

This problem started on mine also since an outage in my area. I need to restart my box multiple times a day because it simply becomes unresponsive to any input. This is not acceptable!

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1 month ago

0

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user_yhanlo

12 Messages

@XfinityJustinC I had purchased another modem/router combo (off xfinifty’s preferred device list) but as it started doing the same thing, I returned it, since I figured it was therefore not an equipment problem.

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1 month ago

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XfinityKassie

Official Employee

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1.7K Messages

user_yhanlo Gotcha! Let's take a look, and see what's going on. Can you please send a Direct Message with your name, and service address we will be working with today?

Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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.
A "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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 month ago

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XfinityJorge

Official Employee

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2K Messages

user_losb0z Hello there! Thank you so much for using our Forums to contact us and we are sorry to hear that you are having issues. Are they still ongoing at the moment or are you able to connect now?

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1 month ago

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EG

Expert

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109.7K Messages

1 month ago

@user_yhanlo @XfinityJustinC

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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user_yhanlo

12 Messages

I don’t know what xfinity did after I direct messaged but for right now it’s better. Not perfect but I’ve only had to restart once in the last 2 days instead of at least 3 times a day.

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29 days ago

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Your Home Network

user_yhanlo

Having to restart modem multiple times a day

jln0114

XfinityThomasB

XfinityDemitrius

user_yhanlo

XfinityAlfonso

user_yhanlo

XfinityAlfonso

user_yhanlo

user_yhanlo

XfinityJustinC

user_losb0z

user_yhanlo

XfinityKassie

XfinityJorge

EG

user_yhanlo

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