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XB8 keeps randomly rebooting itself.
I have the Technicolor XB8 CGM4981COM
I've had an issue with the past 3 boxes here. They randomly reboot a few times a day or go a few days without doing so, then it happens again. Sometimes it's 3+ times a day.
The first XB8 i had worked flawlessly and I received the full Gigabit I pay for, until about 2 months ago, then the issue happened. I thought it was the box, so I called Customer Service and they sent me a new box, unfortunately it was an XB7. It worked fine for a day and then the issue started again. I also only received half of what I paid for with that box, and the realtime game I played was very laggy consistently. I returned that box last week in store and asked for an XB8.. It instantly brought me back to a gig, worked fine for an hour then reboot twice. Figured it was because of an update so I ignored that, few hours later it happened again so I called. They said they see no issue and to give it a few days. Well it's been a few days and it's reset a solid 8 times since. I called last night and they ran a test after I told them this story and said everything looks perfect, so they're unable to schedule a technician because they don't have the option since it looks good on their end. So what do I do?
This place is built in the 70s and we've been a customer for 13 years. I live in a Manufactured Home so my coax hangs out of the wall. I have a feeling there's an issue with the line outside since I've tried 3 boxes and all 3 have the same issue. To clarify, the line coming out of the wall is directly hooked into the XB8.
Side note, I don't want to push but I want this resolved ASAP if possible. AT&T is installing Fiber in my area since the last 2 weeks and if I can't get this issue resolved so I can use the internet without being randomly kicked off daily, I'll have to switch providers. I don't NEED fiber, so I wouldn't switch if this gets fixed, we've been loyal for 13 years, what I have works perfectly.. When it works. But like I said, if I can't get this resolved I'll unfortunately have to make the change. Please help me resolve this issue so I can continue to be with xfinity and hopefully make it to 20 + years.
Accepted Solution
XfinityFrank
Official Employee
•
1.3K Messages
1 year ago
Hey there, Bioiatric ! Thanks for reaching out here on the Community Forums and providing all those details! The modem should obviously not reset so often, and I agree, there must be something else going on here since the modem has been switched out already. We would be more than happy to work with you on a solution! Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address. Thanks!
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