XB8 Modem/Router can't connect via ethernet

A week ago, I got an upgrade from XB7 to XB8 modem/router and what used to work perfectly fine with both wifi and ethernet, now has a problem with connecting via ethernet. The issue is that its only certain things that dont work on ethernet. Every 5 minutes, it disconnects from the ethernet and starts to be really slow and stops working. This is most notable on games such as Fortnite, Overwatch, Valorant, and League of Legends. When i play these games, I get disconnected from the servers every 5 minutes and its unplayable. Playing on Wifi works perfectly fine but playing on ethernet is basically going offline every 5 minutes.

The XB7 router/modem that i had prior to the new XB8 worked perfectly. Ethernet worked well and wifi as well. It only started to act up once i got this new XB8 router/modem. I tried different ethernet cables as well and have restarted multiple times. I have also gone through support to ask for help everyday and have not ended up fixing it. The down and up speed on speedtests also show that its a little slower than it should be and is the same exact speed on wifi and ethernet. I have tried to research some fixes but I ended up with almost nothing to fix it. The most common was to update my firmware. I would like help on this since its been a week and I am currently thinking about just downgrading to the XB7 again so I have no more issues.

Responses

XfinityDena

Official Employee

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3.2K Messages

1 year ago

Thank you for reaching out @colbym I am sorry to hear of the issues you are having with the XB8. You did a great job with the troubleshooting so far and we appreciate your efforts. I also wanted to make sure you are aware that any time you need to troubleshoot our Xfinity app can assist you step by step. It is not just to pay your bill or to get notifications about interruptions. To learn how to troubleshoot in the future you can follow the link: https://www.xfinity.com/support/articles/using-xfinity-app. Honestly, it is the best app to date that we offer and super easy to use for all of your account needs.

I am here to assist you with the equipment. If you would like to swap out the equipment, you can visit a local service center to swap the equipment for free. If you are needing any assistance in locating a service center you can follow this link: https://www.xfinity.com/support/service-center-locations/ to locate one near you. Would you like to swap out the modem?

(edited)

XfinityBenjaminM

Official Employee

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2K Messages

1 year ago

@colbym We just wanted to check back in with you to see if you were able to swap out your modem at the Xfinity Service Center in your area. If you still need any assistance, please don't hesitate to let us know.

(edited)

colbym

2 Messages

yes, i was able to swap out my modem at a near xfinity store but I ended up having the same problem as before. It does happen less frequently and I tried changing out the ethernet cable for this one as well and had no luck with it. After doing a trace route to a game's server (valorant's server), i found out that the request to the server was timed out and I had network issues connecting to the server. On the valorant website it says that its probably either the destinations firewall or security that is blocking the request or there is a network problem between me and the riot servers. Either way, it told me to message my ISP and send my tracert log so hopefully I can get someone to help me still. Thank you very much.

1 year ago

XfinityRay

Official Employee

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2.7K Messages

Thanks for the update, @colbym! Let me take a look at your account from here and also the traceroute.

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

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1 year ago

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colbym

XB8 Modem/Router can't connect via ethernet

XfinityDena

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colbym

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