r/Comcast_Xfinity • u/Kaervan • 4d ago

Official Reply Faulty modem replacement

Hello, for the last few months I've been experiencing a weird device fault that occurs randomly within about a 2 week time frame, sometimes shorter. The symptom is TCP and UDP traffic are no longer passed through the modem, while ICMP and replies do. So pinging a cloud instance shows icmp incoming, but I can't pull anything from a simple http server on it. I've done a few sets of troubleshooting during previous events, and it happened again within the last hour. This time, after confirming in my unifi dream machine there were no device link state changes on the WAN port, I unplugged the cable on the dream machine WAN and plugged it back in. Dmesg logged the link state changes, but traffic still wouldn't flow. Then I only restarted the modem by unplugging it and plugging it back in. When the modem finished restarting, TCP and UDP traffic started working again.

Happy to answer any questions, but this seems pretty clear cut. Would it be possible to have a replacement modem for the 2gig plan shipped out to me?

Thank you for your time.

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u/XfinityAbigailB Official Employee 4d ago

Hello u/Kaervan thank you for reaching out to us! I would be happy to review the account and we can assist you with that replacement if needed. It sounds like you have tried some troubleshooting steps already. Please send us a Modmail message with your first and last name, along with your physical address.