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user_lsy9xp
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Monday, September 16th, 2024 2:46 AM

CODA56 modem randomly dropping internet connection

I have a new Hitron CODA56 modem on Xfinity cable internet - which was working for the last 4 weeks or so but in the last week has started random disconnecting. It seems to happen particularly when I am on Facetime or Zoom. This happens even when I connect directly to the modem via Ethernet cable to my computer. The modem shows normal blue and green lights throughout the episode, which lasts about 10 minutes. 

Is there someway to troubleshoot this? 

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1 month ago

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XfinityAlyssaA

Official Employee

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1.7K Messages

2 months ago

Good evening @user_lsy9xp, and thank you for reaching out to our dedicated Communities team tonight and hope you are having a wonderful weekend! I'm sorry to hear that in the last week your modem has started randomly disconnecting particularly on FaceTime and Zoom, I can imagine how frustrating that is! As someone who attends a lot of remote meetings, I understand the need to have a stable connection and assure you that you've reached the right team to help. 

 

Do you experience drops on other devices besides your computer as well? Do you experience any issues with your speed in between disconnects?

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user_lsy9xp

7 Messages

Hi thanks for the response. All devices drop at the same time - I have my own wifi router connected to the modem, and during the disconnection when I plug out the router to connect my PC directly to the modem there is still no internet. No issues in speed between disconnects. 

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2 months ago

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XfinityAlyssaA

Official Employee

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1.7K Messages

Thank you for confirming that all devices drop at the same time @user_lsy9xp, we appreciate it. We also appreciate you confirming that you have your own WiFi router connected to the modem and during disconnection when you connect your PC directly to the modem, there is still no internet, we appreciate it. 

 

May I ask if you have tried any troubleshooting steps yet for example restarting your modem? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 months ago

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user_lsy9xp

7 Messages

Restarting the modem does restore the connection but it is not practical to restart the modem when it drops the connection practically everyday. 

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2 months ago

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XfinityAlyssaA

Official Employee

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1.7K Messages

Thank you for confirming that restarting the modem does restore the connection but agree that restarting the modem every day is not practical and shouldn't be necessary @user_lsy9. We'd be happy to take a closer look at your connection issues and run some diagnostics. If needed, we can schedule one of our expert technicians to investigate further. 

 

In order to take a closer look at your signal levels and troubleshoot further, we will need to get the account brought up by collecting some sensitive information. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account including any applicable unit or apartment numbers?

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

  • Click the "Direct Message chat" icon
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

We look forward to working with you further. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 months ago

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user_nh2md3

1 Message

1 month ago

Same issue same model here, began about 2weeks ago. I see many mentions online as well. Firmware or hardware issue with these modems?

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user_lsy9xp

7 Messages

My specific issue appears to be unrelated to the modem. I had a faulty old HFC splitter that was replaced and since then the rate of disconnections has gone down. I did experience one this morning but fingers crossed it doesn't get worse. My system info if that helps you. 

System information

This menu displays general information of the device

HW Version 1A
SW Version 7.3.5.0.1b5

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1 month ago

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