3 Messages
Caught in a never-ending dropped internet loop...
I'm caught in the same loop that I've been in for months, so I don't really even know what to say anymore.
I lose internet service once every 2-3 weeks for reasons that customer service has never been able to pinpoint. It stays offline until some random combination of rebooting, re-provisioning, or some other troubleshooting on their end fixes it.
I've had a technician come out to my house and check the coax connections. I've had my modem reset to factory defaults and re-linked to my Xfinity account. I've rebooted my router and modem countless times. That seems to have no effect.
I literally just want internet that works and I don't have to constantly troubleshoot or think about. It works flawlessly for several weeks and then boom -- dropped connection. I wasn't even home when it happened today, so I don't see how it could have been anything I'm doing.
Can someone from Xfinity please help me and explain clearly the steps that worked to get my internet running again on your side? Thank you.
pingofdeath2984
Visitor
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7 Messages
1 day ago
Have you had you line from the box to your place replaced. If not I would suggest that as the next step.
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EG
Expert
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110.6K Messages
1 day ago
What do the modem's signal status values look like ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1
Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.
What is the exact make and model number of the modem / gateway device ?
Is this with a WiFi connection ? If so, as a test, does a computer / device that is hardwired directly to the router / gateway device with an ethernet cable have the same problem ?
With this test, we are trying to isolate this down to being either a WiFi-only problem or a problem with the general connection to the Comcast system which would of course affect both. It's a good first step in troubleshooting before proceeding any further.
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