Visitor
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3 Messages
Lost connection every night. Modem restarted remotely by Xfinity at exactly the same time every night.
This is my first forum post. I have no experience in this and I do not really want to get it.
But I am having a serious problem with the Xfinity internet service and I am unable to get any help from Xfinity.
For the past few months, my Internet connection has been cut off at exactly the same time every night: 2:16 AM. There is no connection until the modem and router are restarted. The connection is lost for many hours not only to all devices but also to my telephone service.
It wasn't until recently that I noticed what time my connection was lost while watching Netflix on my TV late at night. I continued my observation for the next few nights and then I noticed that the modem was turned off for a few seconds then turned on. But my router did not connect automatically. I accidentally discovered that there is an Event Log on my modem. And there, every day there is an entry like this: "Fri Jan 07 02:16:38 2022 Critical (3) Resetting the cable modem due to docsDevResetNow".
After searching, I was surprised that this problem is quite common among Xfinity internet users. And more surprised that there is no technical fix from Xfinity.
A few days ago, I managed to "force" Xfinity Assistant to connect to a live agent. Not enough that I did not get any technical advice, the agent restarted my modem and despite promises, he did not connect with me anymore. Waste of time and more flustration.
Right now, I don't know what else to do. It would seem that an Xfinity technician should have easy access to their operational log and should know what the cause of a repeated remote modem restart is.
In my region, Comcast practically had a monopoly on faster internet. Now there is an opportunity for something new - T-mobile 5G Home Internet. I prefer a wired connection, but in the absence of support from the service provider, I may have no other alternative but to change the provider.
user_bb801b
Contributor
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167 Messages
3 years ago
hey totally feel for ya. that's an inconvenience no-one should have to deal with..
The message "Resetting the cable modem due to docsDevResetNow" is apparently ISP issued command to reboot.. Maybe once in awhile for routine maintenance but certainly every night at the same time seems a bit odd. What happened when you called Comcast and discussed the issue with tech support? May also be worth contacting billing to get credit for lost service.. That may help compel the ISP to act..
There is also info on this topic in another thread - https://forums.xfinity.com/conversations/your-home-network/resetting-the-cable-modem-due-to-docsdevresetnow-multiple-times-an-hour/619af6f950b7372953353233
Thanks and good luck.
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user_9cfc29
Visitor
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3 Messages
3 years ago
Thank you for your answer and advice.
I didn't call Comcast because I couldn't find the tech support phone number anywhere. But I tried to chat with Xfinity Assistant. I don't understand why Comcast thinks it's a good alternative for their customers. I was able to connect to a live agent. But his approach to the problem was rather low-tech. As I wrote before, the agent restarted my modem and that was the end of diagnosing the problem.
I could try to contact tech support via this forum in direct messaging, but I have doubts about their willingness to help.
In a few days I am supposed to receive the T-mobile 5G Gateway Kit. If it turns out after a while that this is partially as good as advertised then I will quit Xfinity service.
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user_bb801b
Contributor
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167 Messages
3 years ago
Try 1 800 934-6489 or 1-800-266-2278 during the week, business hours.
And agree the tech support chat leaves room to be desired.. Its outsourced so that may explain things.
As much as Comcast frustrates its actually reliable in this area. But totally understand exploring options. Best luck either way.
Thanks and good luck.
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user_9cfc29
Visitor
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3 Messages
3 years ago
Today I fixed my connection problem - I canceled my Xfinity service.
Tech support, after trying remote diagnostics, came to the conclusion that they did not know what the problem was. Even after the factory reset of the modem, the problem kept returning. There was no point in continuing with the investigation.
The good news is that there are some good competitive offers that have not been available until recently.
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