Visitor
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3 Messages
head-end signal locking modem up nightly
My modem is receiving a nightly signal that locks it up. The service technician admitted that the head-end sends a nightly signal.
I upgraded to a Arris G36 (approved by xfinity) because I was receiving regular emails from Xfinity to upgrade. Now the head-end is sending a nightly signal that is locking up my modem. This occurs between 12:00am and 4am. Once it locks up, I am unable to send signal to reset.
Technical support came out and admitted it is not on my end. And the issue is getting to the point where 2 out of 3 nights I have to manually reset my equipment.
Now I received my bill and there is a 80$ one-time charge that nobody can explain. Additionally, when you spend 15 minutes to finally find a way to talk with a real person and explain your problem, they hang up on you!
Since I run my business off this account and I can't reset the modem when I am travelling, I am documented my lost income. And I am to the point where I would like to initiate arbitration.
CCCrystal1
Problem Solver
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528 Messages
2 years ago
Hello, I hope you are having a great day! I'm so sorry to hear that. Please send me a private message with your full name and full address. I can most definitely take a further look at this issue. To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you!
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