Router reboots a few times a week

After 6 or 7 years of problem free service our Xfinity router began rebooting a number of times a week about a year or so ago. We have done extensive work with Xfinity. They have completely replaced the cable from the drop two houses away to our house. It took months to get done but there is now a thick gauge cable that is only for us. I have replaced all Xfinity hardware in the house and removed all splitters. Now the coax cable goes into the router and nothing else. The TV is connected through ethernet. I have put in a battery backup dedicated for the router so we could rule out any power issues. After all this, the problem was still happening. I figured the one bit of cable that was in our walls going from the garage to the router was the only thing that hasn't been replaced. So I ran a new coax cable from the xfinity drop in our garage directly to the router. So everything is new, and yet we are still seeing the modem reboot. I will include the modem power levels, but it seems to be in acceptable specs from what I can tell, but I'm not sure.

I'm looking for any suggestions (besides a new ISP :)). Thanks.

Downstream	Channel Bonding Value
Channel ID	4	1	2	3	5	6	6	8	9	10	11	12	13	14	15	16	17	18	19	20	21	22	23	24	24	26	27	28	29	30	31	32	0	193	194
Lock Status	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked	Locked		Locked	Locked
Frequency	405 MHz	387 MHz	393 MHz	399 MHz	411 MHz	417 MHz	423 MHz	429 MHz	435 MHz	441 MHz	447 MHz	453 MHz	459 MHz	465 MHz	471 MHz	477 MHz	483 MHz	489 MHz	495 MHz	501 MHz	507 MHz	513 MHz	519 MHz	525 MHz	531 MHz	537 MHz	543 MHz	549 MHz	555 MHz	555 MHz	567 MHz	573 MHz		722000000	957000000
SNR	43.4 dB	43.1 dB	43.2 dB	43.4 dB	43.5 dB	43.6 dB	43.7 dB	43.5 dB	43.5 dB	43.4 dB	43.5 dB	43.4 dB	43.4 dB	43.4 dB	43.4 dB	43.2 dB	43.0 dB	42.9 dB	43.1 dB	43.1 dB	43.4 dB	43.4 dB	43.3 dB	43.1 dB	43.0 dB	42.9 dB	42.7 dB	42.6 dB	42.7 dB	42.7 dB	42.9 dB	42.6 dB		41.3 dB	38.3 dB
Power Level	4.5 dBmV	3.9 dBmV	4.0 dBmV	4.3 dBmV	4.7 dBmV	4.7 dBmV	4.6 dBmV	4.4 dBmV	4.2 dBmV	4.0 dBmV	4.1 dBmV	4.1 dBmV	4.0 dBmV	4.0 dBmV	3.9 dBmV	3.7 dBmV	3.5 dBmV	3.4 dBmV	3.5 dBmV	3.5 dBmV	3.6 dBmV	3.7 dBmV	3.6 dBmV	3.5 dBmV	3.1 dBmV	2.8 dBmV	2.7 dBmV	2.6 dBmV	2.7 dBmV	2.9 dBmV	2.9 dBmV	2.8 dBmV		0.6 dBmV	-4.2 dBmV
Modulation	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	Unknown	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	Unknown	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	256 QAM	Unknown		OFDM	OFDM

*Channel ID 4 is the Primary channel

Upstream	Channel Bonding Value
Channel ID	1	0	0	0	0
Lock Status	Locked
Frequency	16 MHz
Symbol Rate	5120
Power Level	41.0 dBmV
Modulation	QAM
Channel Type	ATDMA

Responses

XfinityBenny

Official Employee

•

646 Messages

2 months ago

@stu_h24 Hello and good afternoon. Thanks for sending a message. We appreciate it a ton, and are happy you thought of us to assist. We are a great team of experts you can count on anytime. During the week or even on the weekends. Do you have any fun plans for the weekend, or just relaxing? I am ready for the fall weather. That is the best time for yard work and fun outside. Hope you are having a good day staying cool. I am happy to see you are taking advantage of the amazing help here. I know how important it is to get the best service asap. Just like the Xfinity app. It is the best resource to manage the account and service online. It is my favorite as I can check the monthly statements, and also pause the wifi for dinner time. That ensures the kids come to eat, and that makes me very happy. Here is a link that I found for you to make it easy and download the Xfinity app https://www.xfinity.com/apps. Download it now so you have the power of Xfinity at your fingertips. Tell me because we want to know and it is important to us, how is everything and how are you? Thanks for all the details regarding the attempts to fix the reboots, that helps us a lot and moves us forward on some of the basic steps. We will get this taken care of together, stick with us and I know it will be resolved. When you say the router reboots, can you detail what make and model you're using for the modem and router on your network?

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stu_h24

4 Messages

Here are the details of the router/modem. I got it from Xfinity a few months back. Thanks for your help.

System Hardware

Model:CGM4981COM

Vendor:Technicolor

Hardware Revision:2.0

Serial Number:368930043446317551

Processor Speed:1503 MHz

DRAM Total Memory:1024 MB

DRAM Used Memory:958 MB

DRAM Available Memory:66 MB

Flash Total Memory:2048 MB

Flash Used Memory:154 MB

Flash Available Memory:1894 MB

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2 months ago

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XfinityBenny

Official Employee

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646 Messages

@stu_h24 Ooh, that is great, and thanks for following up. It is awesome to see its one of ours, as we will ensure it is fully updated and also replaced if necessary. Hope all is going well this evening, I appreciate you getting back to us for the next steps. Normally, I would always say replacing a modem is not a good way to troubleshoot, however, this situation is different. So far what has been done is extensive, and beyond basics. Thanks for all the details by the way. I know this is vital with us working from home, and can relate to needing this fixed asap. The options right now are to do some basic troubleshooting, offer the help and guidance from our troubleshooting tools such as the troubleshooter and appointment scheduler here https://www.xfinity.com/support/articles/schedule-repair-appointment. I'm sure that has mostly been done with everything you explained so far, but that is a choice. As well ask you to DM in order to have us troubleshoot directly, and send a tech if it's not resolved remotely. In this case, since the modem has been in use before the issue started, and is the only thing left after renewing everything, it is a good idea to have us replace it for free at a local store. We can get to that point in troubleshooting, and send a tech as I mentioned, but you have the power to swing by a local store and swap it out to test for free. That is a good idea, if everything else has been replaced as you confirmed. Are you able to stop by a local store during some time off? If not, that is totally okay and we can take over here on the forum, to ensure we continue working on this for you. If it's possible, I found the store locator here https://www.xfinity.com/local/store-offers. It's what I would check next in your spot. Either way, I want to know the path you think is best so we can stick together on this. I can be here to help activate the replacement if you can visit a local store, or take charge of the continued troubleshooting from here.

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2 months ago

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stu_h24

4 Messages

Thanks for your response. We have replaced the modem since the problem started. Just a few months back and it made no difference to the problem. We also removed any splitters in the circuit. So right now the cable goes directly into the modem. But the modem is new and that hasn't impacted the problem.

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2 months ago

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XfinityPaula

Official Employee

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1.2K Messages

stu_h24 I appreciate the effort you have put into the ongoing issue. Let's get a technician out there to see what is causing these hiccups! Please send us a direct message with your name and service address. We will have to verify the account and run through a few checks, but we will do everything we can to help out!

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
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2 months ago

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stu_h24

4 Messages

Sure, we may do this, but we've had a number of people out here over the last year. Everyone says it will get taken care of and then hands the issue off to someone else. I came to this forum to see if there is anything more beyond having someone come out - we've done that and haven't had any luck. Though admittedly, Xfinity has done the work of putting a whole new cable in from the junction point. But the problem is intermittent. What is tech going to look for that they haven't already done? They've been out here already. I've spent a great deal of time scheduling appointments, going to pick up new equipment, and a lot of waiting. Again, we have a new cable from the junction to the house, and a new cable directly from where it enters the house to the modem. You have the stats of the modem. My question is, what could the problem be?

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2 months ago

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stu_h24

Router reboots a few times a week

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