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Thursday, August 15th, 2024 1:03 PM

Modem stops working in middle of the night.

I recently returned my tx boxes at the xfinity store. Since then for the past 5 days my modem stops receiving signal in the middle of the night. I have to call customer support and they have to refresh my modem from their side and internet starts working. But the next day it stops working again and I have to call customer service and they have to refresh the modem. This problem started after I returned my tv boxes. I am not sure if the guy at the store removed my xfinity modem from the system.  Xfinity customer service is unable to fix this problem. Seriously thinking about canceling my service and switching to a different provider.  

Official Employee

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621 Messages

3 months ago

@user_e79l1w Our team can definitely understand how stressful and irritating it is to have issues with your internet connection. We all work from home on this end of the screen so we can completely relate to how it causes you to make arrangements that you didn't expect. The modem is purposely going down in the wee hours of the morning to get essential security updates. This is a common occurrence and would not have started after a change was made to your cable boxes. 

Frequent Visitor

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12 Messages

@XfinityBradM​ Hi, Brad - Can you help me with this as well? Every morning this week our wifi is dead. It is a mesh system connected via ethernet to our Xfinity modem which is in bridge mode. I have had this working great until this week. Additionally, our account still shows our old modem (which we bought) on our account. I contacted support via chat and they claim it has been removed. Well, I've been through that drill five times now and it still shows up. Something is messed up on our account. I'm hoping you can help me get some resolution to this. Thank you!

Frequent Visitor

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12 Messages

2 months ago

Hi - Did you find a solution to this? I am going through the EXACT same problem. We cancelled out TV last month and for the last three mornings we wake up and our modem is not functional. I have to contact support to have them reboot it and then it works again. This is so frustrating. I never had issues with it before.

2 Messages

Xfinity replaced my modem and its working now. Xfinity customer service was bad when dealing with this issue. After they update my new modem in the system I made sure to restart my new modem and it fixed the issue. 

Frequent Visitor

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12 Messages

Good deal. I’m happy you found a fix. Thanks for the reply!

Official Employee

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1K Messages

Hello mb340. I am checking in to see if you still need assistance.

 

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