Support for Modem Issues and Inquiries
Support for Modem Issues and Inquiries
Tl;dr Modem randomly disconnects from internet several times a day, should I replace it or call a technician? My current modem, which is rented through Comcast/Xfinity, is an ARRIS TG1682G that connects to the internet with a coaxial cable. My current plan is for a max of 50 Mbps download speeds. I've had this modem for almost 4 years. A few months ago, I noticed my devices would occasionally remain connected to my wifi/modem, but without being able to connect to the internet. A simple reset of the modem was enough to fix this. In the last few months, my modem now regularly disconnects from the internet several times a day. My devices will all still be connected to the modem/wifi itself, but there is no connection to the internet. This happens seemingly at random times. I'm assuming that it is because of a problem with my modem, so I wanted to use this opportunity to just buy a new modem/router, rather than pay over $100 for a technician to come take a look at it and keep paying the rental fee for the current modem. So, I had two questions, since I am not too familiar with modems/routers. Am I correct in assuming this is most likely a modem issue, or should I have a technician come out to make sure it is not a problem with the cable? What would be a good substitute for my current modem? I'd prefer a modem/router combo, but I just want to make sure that I am not downgrading. The device comparison site that Xfinity provides doesn't include all of the information about non-rental modems.
It’s difficult to give a definitive answer. Coax internet works within certain limits; outside that range you may face problems. You can test the signal by visiting 192.168.100.1, though this might not apply if you’re using a gateway device. If the issue persists, a technician is likely needed. Alternatively, if you have an Xfinity store nearby, consider replacing the gateway with a new one. A faulty new gateway usually points to a signal problem requiring professional help. If everything checks out, proceed with your own equipment.
Modem router bundles are often inadequate. You’re probably just a few tiers away from the slowest connection. Docsis 3.0 or 3.1 modems are suitable options. Having more channels than you need is advantageous—it reduces congestion and avoids the need for future upgrades. For instance, I upgraded in February when speeds jumped from 200 Mbps to 300 Mbps, but my 8x4 modem couldn’t handle it. Check your Comcast My Device page for supported models.
Edit: Avoid Docsis 3.0 32x8 modems; the Puma 6 chip has known reliability issues. Opt for a Docsis 3.1 if you have a 32x8 model.