Doccos Hello, I am really sorry you are experiencing service issues. I understand how frustrating it is, and I am happy to help you troubleshoot your service. First I will ask a few questions to better understand the root of the problem. We value you as a loyal customer and would like to resolve this issue, so you can enjoy our great service. To avoid repeating any steps you may have already taken, can you please describe what you have done to resolve your service issue?
1. Unplugged the power, coaxial, and cat6 cables from the modem and then reconnected after 10 minutes.
2. Tried different cables.
2. Tried the reset button behind the modem.
3. Restarted the modem from the Xfinity app.
4. Tried different apps and towers to test the speed.
The speed was checked with the desktop connected directly to the modem using a cat6 cable.
I have read online that the Hitron coda56 modem needs re-provisioning from Xfinity to work properly but not sure if that is the limitation. It may also be that the cables to our house are too old and have lost efficiency.
I am willing to try any other troubleshooting steps that you may like to suggest. It might also help if a technician could stop by and test the speed at different points to pinpoint the problem.
Thank you for letting us know all of your troubleshooting steps so far! So it sounds like the modem is fairly close to other electronics, is that accurate? For optimal performance, the modem should be in an elevated position, away from other electronic devices. This helps cut down on possible signal interference.
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.
Thank you again for the information. We can take a look at the account and the modem and see if there are any issues that we can identify. Could you please send our team a direct message with your full name and full address? To send a direct 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, please add your full name and address • Press Enter to send it
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.
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
XfinityVictor
Official Employee
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1.9K Messages
19 hours ago
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EG
Expert
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115.7K Messages
1 hour ago
@Doccos @XfinityAlfonso
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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