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Cable Box Rebooting and No Internet

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Regular Visitor

Cable Box Rebooting and No Internet

I have been having a problem since Friday.  The X1 cable box regularly reboots.  I also have virtually no internet connectivity through the Comcast supplied modem.  Nothing has changed on my end.  Comcast says there are no outages.  The Xfinity app shows there is a problem with both devices, but has no suggestions.  Friday Comcast said they would schedule a tech for 4 days later (next Tuesday).  It is extremely frustrating to have no internet or TV during the long holiday weekend.  

 

I have checked all connections.  I have swapped the Comcast modem out for a Arris SB6190 with Asus router.  Same issue.  Any suggestions?  

 

Thank you.  

Expert

Re: Cable Box Rebooting and No Internet

Start here;

 

https://forums.xfinity.com/t5/Your-Home-Network/Connection-Troubleshooting-Tips/m-p/1253575#M94474

 

https://forums.xfinity.com/t5/Your-Home-Network/Information-Requested-for-Connection-Related-Posts/m...

 



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Regular Visitor

Re: Cable Box Rebooting and No Internet

Thank you for the link.  I have checked my levels (had to wait 20 minutes before the service came back up to post).  Attached are the levels I captured during the last outage (.pdf).  The .pdf didn't capture all of the downstream channels, so I pasted to a .txt file.  

 

My event logs are always blank.  - No entries at all.   Thanks so much for looking at this.  

 

Mark.

Regular Visitor

Re: Cable Box Rebooting and No Internet

I captured my levels both during an outage and when working.  I only have internet or television now for about 5 minutes then goes out for 40 minutes to an hour.   Both internet and television go out.  

Gold Problem Solver

Re: Cable Box Rebooting and No Internet

Check to see if Comcast is reporting an outage for your area (see https://www.xfinity.com/support/cable-tv/outages-in-your-area/).

If no outage is reported and you want to troubleshoot this yourself, please see Connection Troubleshooting Tips. If you are using Wifi it's best to switch to an Ethernet cable connection if possible while measuring speed and checking the reliability of your connection to Comcast.

If you can't find the problem or you'd rather have Comcast do the troubleshooting, call them at the phone number on your bill or 1-800-Comcast, or chat with them using the Internet Support option at https://support.xfinity.com/chat. If they can't fix the problem remotely, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have or sign up for their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan) and keep it for at least 60 days. If the trouble is due to a faulty Comcast modem, eMTA, gateway device, or anything outside your home, you shouldn't be charged.