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solariderx
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28 Messages

Sat, Jan 9, 2021 3:00 AM

Random modem resets/restarts

Lately my modem has been resetting itself at random times - as if I'm unplugging, then plugging it back in, but I'm not actually touching anything.  Might do it just once per day, other times it'll restart several times in one day.

 

Previous modem was just 6mo old.  Started rebooting so often that it died, no power, different outlets... nothing.  Went to Xfinity store, replaced it. New one is still resetting itself at random times. All new cables - no bends, kinks, or corrosion. Yes, they are firmly attached to the outlet.  No splitter attached, the modem is the only thing connected to the wall outlet.  

 

I know the signal to my home is sub-par.  It's been checked multiple times in the past.  Unfortunately the Xfinity folks are LAZY and don't want to actually fix that issue - I'm in a 4-unit condo building... mine is the furthest from the 'box' outside, no one wants to contact the other owners/renters for access to repair/replace any defective cables.  So I get to pay full price for poor signals.  No idea if this is the cause, or just part of a bigger issue.

 

I work from home some days, and rely heavily on having a decent connection.  Any ideas on what may be causing this?

Responses

BruceW

Gold Problem Solver

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22.4K Messages

5 m ago

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post your Internet plan speed and the following information from your modem or gateway:

  • model number
  • downstream power levels and SNR
  • upstream power levels
  • event log

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.

 

solariderx

Contributor

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28 Messages

5 m ago

I'd already been through the troubleshooting tips, no help.  Which is why I posted here, to see if anyone else has had the issue and what caused it.  Even switched out cables (I have multiple sets from previous modems), yes all were tight with the connection, nothing changed.  I doubt they could all be bad.

I have a good guess as to what caused it, but again, if the Xfinity techs aren't willing to check the line through EVERY SINGLE UNIT that the cable goes through before it gets to me, I see no point in having them come out.

The folks at Xfinity are also NOT welcome to create their own appointment at my home without prior permission from me.  This happened this past week, took 25min of explaining to someone with marginal english speaking skills that I did not want the appointment, it is not OK for them to show up at my inconvenience, and cancel the appointment that I did NOT schedule.

 

 

 

Visitor

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1 Message

2 m ago

Hey guys!

I have the same issue. Just today, the modem reset itself to default.

I am really really annoyed by this already. It happens almost everyday, so tired to configure it over and over again. 

Is this an xfinity issue? I thought it was the modem problem, but I got the new Netgear modem it happened to it as well.

Do we have any technician from xfinity here to clear the waters? When I call them, I get frustrated every time as it is so hard to get through the IVR.

Please help someone! I am thinking to stop my service with xfinity if this goes on.

EG

Expert

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87K Messages

@user_40cd51 

Please create a new topic of your own here on this board detailing your issue (copy and paste your post there). Thanks.  3-month-old dead thread now being closed.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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