bradley73's profile

New Poster

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1 Message

Wed, Jan 13, 2021 11:00 AM

My modem is failing

My modem needs restarts over and over again, and often cannot connect at all. Who do I contact to request service or a new modem? 

Responses

Gambit66

Problem Solver

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316 Messages

5 m ago

 


@bradley73 wrote:

My modem needs restarts over and over again, and often cannot connect at all. Who do I contact to request service or a new modem? 



@bradley73 Comcast Modem? Try resetting the modem-Pin hole on back for 5secs if equiped, or WPS button for 15sec. If that does not work, You can take it to their store and exchange it.

EG

Expert

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87.1K Messages

5 m ago


@bradley73 wrote:

My modem needs restarts over and over again, and often cannot connect at all. Who do I contact to request service or a new modem? 



Start with the modem's signal stats. Perhaps they already are, or they are close to being out of spec and intermittently they go completely of spec. Try getting them here http://192.168.100.1 or here http://10.0.0.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?


BruceW

Gold Problem Solver

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22.4K Messages

5 m ago

Modems do fail, but the symptoms you are describing are more likely a problem with the modem's connection to Comcast's network. If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you can't find the problem or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. If they can't fix the problem remotely (unlikely), insist they send a tech out to identify the cause and correct it.


If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.

 

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