4 Messages
Router randomly reboots
Hello. I have a Netgear Nighthawk router and an ARRIS modem, both of which work with Xfinity according to each device's product page but are not on Xfinity's "approved" (i.e. promoted) list. I used both deviced with Optimum for over 6 years with no issues. Now that I have Xfinity, the Nighthawk router reboots itself multiple times per day.
I can't help but feel this is done purposefully so that I go and buy something they "approve" of. I factory reset the router, changed cables and power supplies, and changed the outlet.
The cable modem hasn't had any issues as of yet- just the router. Any ideas as to what's going on?
The only thing I can think of is that I have gigabit speeds (cheapest option per promo) and my modem only does up to 668mbps.
Used to work perfectly, changed providers, and all of a sudden it doesn't. It has to be an issue with Xfinity right?
I have t he latest log from Netgear Genie but am afraid of what to post here for privacy reasons.
XfinityGabriel
Official Employee
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2.3K Messages
1 year ago
Hi, @arobo21! Thanks for taking the time to visit XFINITY over our forums page and for patiently waiting for a response. I would have the same concern if I moved and experienced service interruptions that used to work with another provider. I am sorry to learn about this experience and appreciate you for joining the XFINITY family. Unfortunately, service providers have specific equipment that are only approved for their service so since it is not on our approved list, it will not work correctly. Make sense?
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EG
Expert
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111K Messages
1 year ago
@arobo21
What is the exact model number of the Netgear Nighthawk ?
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XfinityGabriel
Official Employee
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2.3K Messages
1 year ago
@arobo21 It may work but as I stated, it will not work correctly. This is definitely not how we want you to feel. We will certainly do everything within our power to turn that around. At Comcast, we do not not block, discriminate, or throttle the Internet like you mentioned. We will always promote our modem and services as the most superior on the market and as the fastest and reliable. However, at the same time you have the option to purchase a new personal modem from a third party retailer on our approved list so you do not have the internet connectivity issue. This does not benefit us in any way as it benefits the modem manufacture and not us. I actually purchased a new personal modem on the approved list myself since my modem was over 7 years old and it works great. How long have you had your current modem?
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