Modem Restarts for 12 hours

Hello, had Xfinity for 12 months have had problems since Day 1 we have had...

-7 different modems of sizes and makes

-Senior level tech inspect our lines and setup

-Replaced all our cables.

-Installed a fan to cool the Modem

- had xfinity "monitor" the connection and send us the results (They didnt)

-Xfinity charge us 10$ -100$ a month for random things. (we just have internet)

-CAUSE-Our own testing which found Xfinity as the Cause as they send an update order everynight and if the modem has no update, Xfinity tells the modem to restart and try again creating a loop that lasts for 12 hours. I have asked what modem can I buy that Xfinity does not have control over, they would not say. and when I blocked the IP that calls for the update they just make a new one.

And now for 2 days Xfinity chat has been mysteriously down and I do not feel like talking to someone who barely speaks english that is moreinterested in selling me phone and streaming services than fixing a problem. I have NEVER in my life had to contact ANYONE EVERY MONTH about their lousy services, and the instant I can go back to TWC I will pay 6x the cost just so I would NEVER have to deal wtih Xfinity with its lousy service, Equipment and website ever again.

Responses

XfinityKatie

Official Employee

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744 Messages

2 years ago

@user_5b4cbd We do not like to hear that you have been running into issues with your connection for so long, and we definitely want to ensure this is addressed so you can be happy with the services you have! Any modem, regardless of it being an Xfinity or third party modem, does need to have access to updates to ensure your system is always up-to-date. The updates sent out to your modem come directly from the manufacture of the device and are meant to help ensure that it has the most up-to-date security and network functions. This helps improve functionality and features of your device and can also fix performance issues you may have had. Can you let us know exactly what is going on with your internet when you run into issues before restarting your equipment? Are your services cutting out completely, running slow, or cutting in and out?

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user_5b4cbd

Visitor

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9 Messages

@XfinityKatie

-I do not restart the modem, You guys do. The issue is You guys keep telling your modem to restart.

-"up-to-date security and network functions" Such as not having internet access for 12 hours a day.

- "fix performance issues" I had no performance issues until Xfinity started issuing updates. You guys are the problem.

-After speaking with your support line, Once again I was promised a "Resolution" and "Compensation" that this issue will be "Forwarded to our problem solve team." Then proceeded to add 15$ to my monthly bill.

The issue is you guys. Stop telling my modem to restart and suddenly we have no problems. "Security,Network Functions ,Performance" is all nonsense you are not fooling me. They work out of the box just fine until YOU GUYS start telling it to update. And to prove my point once and for all.

I have a Factory Reset Modem. And I unplug it between 9pm and 6am (The time frame you issue updates) and use the Modem you guys messed up. So you guys cannot <EDIT: Language> THIS ONE UP. Whoa! Suddenly theirs no restart loop that ruins my internet access! Amazing how I did the work of an entire Support Department on my day off. AMAZING.

In two months When I leave this Xfinity area I will be smashing both modems and mailing you guys the pieces. You're not going to scam another person with them.

(edited)

2 years ago

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XfinityJosephA

Official Employee

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1.7K Messages

@user_5b4cbd I'm glad a factory reset fixed the issue. We want to make sure your connection remains stable. Feel free to use the Direct Messaging icon at the top of the page to send your name and service address to "Xfinity Support." We can take a closer look at your signal quality and connection once we find 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.
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2 years ago

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user_5b4cbd

Visitor

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9 Messages

@XfinityJosephA IT DID NOT FIX THE ISSUE LMAO

If I leave it plugged in you guys will <EDIT: Language> it up haha. Im not paying a cent until you stop sabotaging my internet so I pay you guys more money. :)

(you guys did not provide the modem, a family member had an extra.)

(edited)

2 years ago

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XfinityVianney

Official Employee

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2.1K Messages

Got it, thank you for letting us know @user_5b4cbd. Have you reviewed your docsis event logs since this started? If you have the most recent logs on hand, could you provide them here?

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

2 years ago

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user_5b4cbd

Visitor

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9 Messages

@XfinityVianney Only thing you've allowed the modem to record is Firewall event logs. However with your Senior tech present at my house, even He said the Same conclusion as me because it happened several times as he was running his tests. :) So for every time it restarts, im smashing it into the side of a table since not only are you guys charging me for internet I can only use 50% of the time, I cannot make my business calls using your service that I pay for and I have lost money because of you guys, so No I will not be paying for it or my monthly bill. This forum struggles to even work! Heck I dont even get emailed that you respond! Xfinity is Bottom barrel trash at EVERYTHING. The only thing you guys have that actually WORKS is when you add to my bill. I got an email from your rep that took 15$ off my bill (nice but my problem isnt fixed) . SOMEHOW that means my bill is 65$ when simple math says 50$ - 15$ = 35$ and im NOT the only person with this problem.

Firewall Logs

All logs for Today
FW.IPv6 INPUT drop , 6049 Attempts, 2023/7/2 22:24:33	Firewall Blocked
FW.IPv6 FORWARD drop , 186 Attempts, 2023/7/2 22:24:33	Firewall Blocked

(edited)

2 years ago

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user_5b4cbd

Visitor

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9 Messages

2 years ago

Typical fashion Xfinity radio silent, and issue is unsolved while they try to over charge me.

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flatlander3

Problem Solver

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1.5K Messages

@user_5b4cbd Which specific modem model number do you have?

This part: "I do not restart the modem, You guys do" is not entirely accurate. The modem can spontaneously reboot itself if the downstream power is too high, or the upstream power your modem is shoving out goes to high.

Depending on what the problem is, you might be able to mitigate some RF signal problems yourself. If the signal the modem sees is out of spec, it's just not going to work very well. That might be due to wiring/splitter/amplifier (if you have one)/connector problems IN your house, or it could be upstream from you.

Log into your modem/gateway to get to the line signal table. Upstream power/downstream power/SNR/errors both correctable/uncorrectable. Post the entire signal table. Some equipment has an event log on another admin page, others may not have an event log. Depends on your firmware and specific model. You have to redact MAC addresses if you do have an event log you can post, or the forum bot will mark it private and nobody will see it.

There's a guide here on what to look for and what you should be seeing: https://forums.xfinity.com/conversations/your-home-network/internet-troubleshooting-tips/602dae4ac5375f08cde52ea0 Other posts here from people with similar problems will show you examples of the table and event log you are looking for.

2 years ago

0

Your Home Network

user_5b4cbd

Modem Restarts for 12 hours

XfinityKatie

user_5b4cbd

XfinityJosephA

user_5b4cbd

XfinityVianney

user_5b4cbd

Firewall Logs

user_5b4cbd

flatlander3

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