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DP_1
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Sunday, August 8th, 2021 2:12 AM

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XB7 Cooling Fan Not Working

I recently received the new XB7 modem, set it up, and got the internet working. The issue I am having is regarding the cooling fan on the modem. It does not spin while working normally. I know the fan in the unit works because when I was booting it up the fan started to spin, but then it turned off when I went through the setup. I asked an Xfinity agent if the fan on the XB7 is supported to run during use and they said it was (chat is attached to this post). So I requested a replacement modem, I received it and set it up, and again the fan does not spin while under normal use. I did the same check with the replacement as I did with the original XB7 and the fan runs while booting up when the light is solid red but it does not run while being used. I first noticed something was wrong when I went to move the unit around and my hand started to feel like it was burning because the unit was so hot.


Is the fan on the XB7 cooling fan supposed to be continuously on or does it turn on intermittently? The previous model XB6 which I had before both XB7 units had a cooling fan as well and it ran all the time and the unit never got extremely hot to the point I could burn myself. If the fan is not supposed to be running continuously on the new XB7, can someone tell me why?


TLDR: The new XB7 modem has a cooling fan that does not run while the unit is operating normally. I have received a replacement because I was told the fan is supposed to spin, but the replacement XB7 unit has a fan that does not spin either. On both units, the fan works because it begins running when the modem boots up, but turns off after a few seconds.

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4 years ago

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CCAbbie

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1.4K Messages

4 years ago

@DP_1 Hello and thank you for taking the time to reach out to us! The unit shouldn't get hot to the point of burning you, but the fan also will not run all the time. Much like the XB6 model or computers, the fan will only kick on when needed.

 

Our XB6 and XB7 Gateways are equipped with internal fans designed to keep them at an optimum operating temperature. These devices have the ability to know when they're exceeding a safe operating temperature and will automatically reboot to protect them from damage.

 

Here are some tips to keep the modem from overheating as well:

 

All xFi Wireless Gateways require proper placement and ventilation to operate optimally. For the best performance, you should follow these best practices:

  • Do not place the xFi Gateway directly on surfaces that may inhibit ventilation such as carpet, rugs, or blankets.
  • Do not place the xFi Gateway in enclosed areas, such as cabinets or drawers, where the cooling vents are blocked, or the flow of air through the ventilation openings is impeded.
  • Do not place the xFi Gateway near other heat emitting sources such as heat vents, direct sunlight, or other consumer electronics such as video game systems or stereo receivers/amplifiers.
  • Wipe away dust collecting on the top, rear, or bottom of the Gateway with a dry cloth.

 

Thank you for the feedback regarding your chat experience. 

 

 

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