Internet keeps going out - Are we eligible to get our modem replaced?

[bscrivens]

We have Rogers Xfinity Internet with the Rogers Xfinity Gateway modem. Over the last few weeks, the internet has been periodically just going out for about anywhere from 30 seconds at a time to 2 minutes at a time. Then it will come back. We've tried unplugging and resetting the modem but this problem persists, and it's getting worse every day.

We don't "own" this modem but we "rent" it. Would we be able to have a technician come out and give us a new one? Or do we have to provide some sort of proof that this is happening before Rogers will replace it? Will this cost us money?

Just thought I'd ask on here first before making the phonecall to support.

***Edited Labels***

[-G- · Accepted solution]

@bscrivens  The Xfinity modem/gateways are actually very reliable and have a very low failure rate.  If you are having problems with your service, it's almost certainly a "neighbourhood issue" or a problem with your fibre node, especially if it is a DAA / R-PHY node.

I would send a private message to @CommunityHelps  and ask them to investigate.  They can check the quality of the connection to your modem, the status of your node, check for noise, and check how frequently modems in your area are disconnecting from the network.  If your modem is deemed defective, they can arrange for a replacement.  If there are problems in your area, they can dispatch a tech to investigate.

If you look at recent posts here, you will see a ton of people reporting that a modem swap did nothing to fix their stability issues.  Others have reported that "upgrading" from an XB7 to an XB8 added Wi-Fi stability problems to their existing problems.  If you are just itching for a modem replacement, keep in mind that upgrading from an XB7 to an XB8 is actually not all that big an upgrade.