Skip to main content

  • Home

  • Getting Started

    • Offers

M
Mc91
1st Topic

2 Messages

Thursday, November 28th, 2024 6:58 PM

Need help troubleshooting modem crashing intermittently

My modem is dropping connection intermittently and I need assistance troubleshooting further. I have gone through all of the troubleshooting steps from the chat bot as well as agent, including restarting the modem and router, force resets of the modem from Xfinity's end, tightening coax and replacing Ethernet, etc.

It appears to be the modem as the router operates normally when the network goes down. The modem stays down until I force reset it physically. I have the modem logs screenshotted and will provide that, if anyone could give some insights on what to do I would appreciate it!

Question

 • 

Updated 

15 days ago

 • Edited

12

1

0

Was this helpful?

EG

Expert

 • 

107.5K Messages

17 days ago

Your post with that pic of the error log entries was marked as being "Private" by the forum bot because it contains CM MAC and the CMTS MAC addresses. They are considered to be personal information. The posting of personally identifiable information is a violation of their forum guidelines. Please delete that pic only.

What you can do instead is to copy all of the text (instead of using an image) and paste it into your next post here, but you'll need to redact all of the CM MAC and CMTS MAC addresses. The bot will not allow your post to be seen publicly.

2

0

Mc91

2 Messages

I've deleted the image. Would you have any suggestions on how to find the issue?

Like

Reply

17 days ago

0

XfinityDena

Official Employee

 • 

2.6K Messages

@Mc91

I understand how important your services are to you as they are to me as I also to work from home full time and any service issues will cause a headache not only to not be able to assist my customers but prevents my kids from getting school work done and being entertained while I am working! 

 

We offer convenient self-service options to check service interruptions through My Account, the Xfinity App, or the Xfinity Status Center at http://www.xfinity.com/support/status. Have you checked there yet? If no interruption, I want to make sure we are respecting your time and not repeat the steps you have taken previously. What additional troubleshooting steps have you taken? 

 

I also wanted to make sure you are aware that any time you need to troubleshoot our Xfinity app can assist you step by step. It is not just to pay your bill or to get notifications about interruptions. To learn how to troubleshoot in the future you can follow the link: https://www.xfinity.com/support/articles/using-xfinity-app. Honestly, it is the best app to date that we offer and super easy to use for all of your account needs!

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

Like

Reply

15 days ago

0

forum icon

New to the Community?

Start Here