Visitor
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2 Messages
New home modem. Constantly getting "connection not private" or being asked to sign into xfinity
I have had xfinity at my house for over 1 yr. Two weeks ago I changed my modem from a Motorola to an Arris SB6190. Now several times a day I get messages that my wifi connection is not secure or private. Or I get asked to "sign in" and get taken to the xfinity page. Happens on multiple devices.
I never needed to do this before. There is obviously some issue. I solve this by disconnecting and reconnecting wifi. It usually works the first time but sometimes I have to repeat. This happens maybe 10 times a day and nothing seems to trigger it.
The connection not private/secure seems to be a difference in certificates, maybe the timestamp. Because it seems to happen when i'm connecting to amazon or a shopping website and my browser is trying to protect me. But as soon as i disconnect/reconnect wifi the certificate issue is resolved. But it doesn't happen every single time. Maybe 20% which is still pretty annoying.
I am using the same AC1900 wifi router i've been using for 6 years. Maybe I need to change a setting in it? But its never given me an issue and this all started soon after changing the modem. I don't have the old modem (roommate took it and moved out) or I'd switch back.
Accepted Solution
user_ea9b05
Visitor
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2 Messages
2 years ago
I will update incase anyone else runs into this issue, I think it is solved.
When I made the modem switch, I did it over the phone. The agent warned me that there were a lot of system issues that day when we started. At the end, even though he said everything was fine and activated, I don't think my modem actually completed process. The "sign in" page I was being shown was actually the self-activation. I assumed that since i did it over the phone I didn't need to do the self activation. But anyway, I downloaded the Xfinity app and went though the activation process. Failed the first time but worked the second time a few moments later. Since then, I've had no more of those same issues on any devices. Its been about a week and feel confident its solved. I think what tipped me off about doing the activation in the app was I was still getting an occasional text to do the self-activation, even though my internet was working (mostly as I stated above). I assumed doing it over the phone with the agent was good enough, but maybe the process has changed.
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XfinityThomasD
Official Employee
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1.2K Messages
2 years ago
@user_ea9b05 Thanks for creating a post on our Community Forums. I'm sorry to hear that you are experiencing trouble with your new modem out of the blue. It does sound strange that it randomly started disconnecting. Our team is limited with some aspects to troubleshoot an personal modem, but we can make sure the signal i strong and healthy leading to your home to help see what is going on. Would you please send our team a direct message with your full name and full address?
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