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Modem Reset

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Modem Reset

Every time I call XFinity the automated system says I have modem errors and makes me reset my modem.  <Edited>  Every time?  <Edited>.  They don't want to take my call because there's limited staff.  They don't want to let me use my own modem even though I'm paying for their <Edited> modem too.  <Edited>.  And then when I call back, I can't get an agent because there is a modem reset.  And then after the reset is complete, I can't speak with an agent, it makes me do a modem reset.  Every time.  <Edited>

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Re: Modem Reset

Start here;


https://forums.xfinity.com/t5/Your-Home-Network/Internet-Troubleshooting-Tips/m-p/3310447#M316652



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Re: Modem Reset

Thank you for the link.  There is absolutely nothing wrong with my modem.  XFinity is clearly unable to handle the call volume and is doing this crud to prevent people from getting through.  I've spent hours and hours going through the automated system and no matter what I do, I can't speak to anybody.  If I try to bypass the modem reset, it just wastes time and I end back there eventually.  And then the thing always hangs up on me.  If anybody thinks my message is rude, try being on the phone for hours and never reaching a person to talk to and being hung up.  It's pure crud and XFinity is very close to losing a customer, even though it's a monopoly where I live and there are no alternatives.

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Re: Modem Reset


@6889064 wrote:

Thank you for the link.  There is absolutely nothing wrong with my modem.


FWIW, the tips in that link do not necessarily imply that it's a modem hardware problem.



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
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Re: Modem Reset

Yes, I know.  I got through days ago by cheating the system.  I said I was calling about home security and that's the only way I was able to reach somebody.  Through that cheat, I was able to activate my own modem because every time I call it resets the Xfinity gateway modem and I can't reach anybody.  But now when I call it does the same thing.  Really???  Two different modems both have "errors" that need to fixed by reseting my modem?  I've done multiple modem resets on each one and yet the automated system continues to reset my modems every time I call.  I know it's pure crud.  Other people have to be having this same issue.  I just want Xfinity to admit it's intentional and there's nothing wrong with either of my gd modems.