connection keeps dropping since I received new modem months ago

Good afternoon, @user_07c17c. I am sorry to hear that you are encountering issues with your connection since swapping out your modem. We definitely want to make sure you are getting the best signal and connection available with your service. I would like to ask a few quick questions to help us speed up the process and find the best next steps for this concern. Can you please answer the following questions as best as you can.

1) I understand you mentioned that you already spoke with a support agent regarding this concern. Did the agent suggest next steps such as having a technician come out or to swap out the modem? 

2) You state that the WIFI signal keeps dropping. Are you referring to the network being lost on devices (unable to see network in the WIFI network list) or do you still see the network in the list of available networks but requiring you to reconnect? 

3) Is this happening on all connected WIFI devices or only your computer? 

I truly appreciate your time today and look forward to finding a long-term solution to this concern.

Hello XfinityMary,

Thanks so much for responding so quickly.  To answer your questions:

1) The original conversation with support ended with them telling me to contact Windows and my laptop's network adapter company (Intel) to see if my software and drivers were up to date. (I have since done this) I believe I asked "if that doesn't fix the problem, what's next? Would we replace the modem?" The answer was "sure". But I was left feeling like I had to go through the software/driver's support first.  I felt put off a little especially since the only thing that had changed was the modem. I do understand that some computers become obselete, but that is not the case at this time. I did ask if there were any specific computer settings that the new modem needed to operate properly and was told no. I don't remember if having a technician come out was suggested, but I don't think so.

2) My apologies for not being clearer. It's a little bit of both. On my laptop, when I boot up, I can see the network on the list. I choose to 'connect.' Then, once connected, intermittently, the laptop no longer communicates with the internet using wifi. The odd thing is that the internet signal icon on my laptop, at the bottom, remains, but I don't have communication with the modem/wifi. I click on the icon and the network is usually on the list and it still shows that it is connected. I then have to choose 'disconnect' then 'connect' to get connection back. I do have it set to connect automatically, but that doesn's seem to help. Other times the icon does change to the little round earth icon. At that time the network is sometimes missing from the list. It eventually pops up and I choose 'connect' and it usually connects. There are times that this happens multiple times within a couple of minutes. Other times it happens a couple of times in an hour. I never can go a day without it happening.  Also, when I power down my laptop I have to now 'disconnect' the wifi connection otherwise my laptop will hang during the shut down process and I then have to do a hard shut down by holding the power button.

3) We have a printer, xfinity tv with dvr and my husband and I both have laptops. 

• Every once in a while I do have to reset my printer, but I don't use my printer often so I don't know if it is because of this issue.
• While watching a television show 'recorded' on dvr, which uses the cloud/internet, the show will hang. The television screen will go black and I am not able to watch any tv for a minute to up to 5 minutes. At other times the dvr'd show will hiccup and I will get a message on the tv that the show is not available or is having a problem. I am able to back out and then go back into the dvr'd show. My assumption is the internet connection is disconnecting and eventually reconnecting.
• My husband says he doesn't have any problems with his laptop's connection, but he does not use his laptop everyday and only uses it for a limited time.  So I don't know if he would even notice the issue. My husband did take my laptop to work and IT looked through it and connected to their network using wifi with no problems. I believe they have business comcast internet.

If sending a technician is the next step, I am requesting that they are able to do some deep dive diagnostics, especially on the lines that feed the signal from the external box. (We have a lot of squirrels in the yard.) In a lot of forum posts, I have noticed that many others have had this problem and it seems to end up being something difficult to diagnose due to the intermittent nature of the problem. 

I hope you have a clearer picture.

Thanks again for your help.