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Visitor

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4 Messages

Wednesday, February 8th, 2023 2:31 PM

Closed

I have to restart my modem every 2-3 days

I'm having similar issues to January 2nd, 2021 post "Need to reboot Xfinity modem every 2-3 days to restore download speeds".  This started a few months ago after years of great service.  All of a sudden I seem to have to restart my modem every few days.  At first I thought it was my modem.  I replaced my Arris SB6183 with an Arris SB8200.  Technicians came out and replaced my lines and removed all splitters.  After I was still having problems another technician recommended that I try a different brand modem.  I bought the Motorola MB8600.  I'm having the same issues.  Each time I call in or go through support chat, I get someone on the other line that is absolutely convinced that they've fixed my problem.  I'm on the phone for an hour each time and three days later I'm back to the same thing.  Xfinity, please help or the second I find an alternative supplier in my area, I'm gone.

Official Employee

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1.4K Messages

2 years ago

Hello @user_5af4d8 and thanks for reachig out to our commuity for support with your download speeds! Our apologies for the exeperience you're having with keeping stable download speeds. Resetting your modem every month is normal but 2-3 days is certainly something we need to investiagte more! Can you tell me more about your current setup up to help? Do you have any splitters, separate routers, extenders or surge protectors connected to your modem? 

Visitor

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4 Messages

2 years ago

I have no splitters, no extenders, no surge protector, and use a Linksys Mesh Router Model: WHW03v1 that I've had for years with no problems.  Keep in mind that this problem has only developed in the last couple months.

Official Employee

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1.4K Messages

2 years ago

Thanks for confirming for us and letting us know the details of your set-up! Thanks for letting us know this is a recent issue that has started to happen.

Did the tech try relocating your modem or provide you with any recommendations such as more extenders or a different set-up? 

Can you tell me more about how you're using your internet when this happens? Are you streaming, gaming or just surfing, downloading files etc? 

Visitor

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4 Messages

2 years ago

This doesn't seem to be precipitated by any actions.  Sometimes it happens when we're using the internet and other times it seems to happen when no one is at home and using the internet.  Our internet usage is relatively small given our service.  We have a few connected devices, but generally only use it to search the internet and stream on 1 device at a time.  We are not gamers and do not do any of the activity that may overwhelm the network.  The tech did not suggest a different configuration.  While Xfinity is prone to ask all about the things inside my house that could be contributing, may I ask you, could there be something in the Xfinity infrastructure that is the problem.  My neighbors also complain of similar issues.  Why put me through the ringer asking me to invest boat loads of time?

Official Employee

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1.4K Messages

@user_5af4d8 We ask these questions to get a better understanding of what's going on so we can find the best option and solutions to help! The infrastructure is something an onsite technician would be able to confirm if its inside or outside the home since he would be able to physically check on everything. I am happy to review your past techs notes and findings. Can you please DM me your first and last name along with your full service address so that I can assist you further?
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Let me know if you have any questions.

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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
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

Visitor

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4 Messages

I did the above.  You asked how I wanted to get the verification code for you to look into my account.  I answered.  Then nothing happened.

Official Employee

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2K Messages

Can you please can you back into the private chat so we can proceed with authentication your account 

 

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
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