Skip to main content

    Support

    Offers

U
user_3s3wmy
1st Topic

3 Messages

Friday, December 13th, 2024 3:00 AM

cold weather

I work remotely and now that it has gotten colder I notice my internet goes out in the morning and at night every 5-10 minutes. This is really frustrating as it impedes my work. Xfinity assistant says there's nothing wrong with my connection but there definitely is and I've restarted my modem over 10 times. Is there any way to reach actual customer service? 

Question

 • 

Updated 

4 months ago

74

5

0

EG

Expert

 • 

109.9K Messages

4 months 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 ?

0

0

XfinityBrianH

Official Employee

 • 

1.3K Messages

4 months ago

 

user_3s3wmy Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

 

0

0

EG

Expert

 • 

109.9K Messages

4 months ago

@XfinityBrianH 

Why does this have to go private at this point ? That kind of defeats the purpose of a public help forum such as this is, no ?... The OP hasn't even returned yet with the answers to my questions.... 

@user_3s3wmy 

Please post the info that I requested here in the open 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.

2

user_3s3wmy

3 Messages

The issue I have occurs on both wifi and wired connections. I could not access either of the links. The router model is DPC3941T

Like

Reply

4 months ago

0

XfinityJosephA

Official Employee

 • 

1.7K Messages

user_3s3wmy you should be able to log into 10.0.0.1 with your login credentials. This can help you check your signal quality. If you're unable to check we may need to work in a direct message to take a closer look at your connection. You can also bypass any potential splitters between your cable outlet on the wall and modem. Make sure all connections are firm and in good condition. Also make sure your power cord is not loose and bypass power strips as well. All these small things can cause modem resets.

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

Like

Reply

4 months ago

0

EG

Expert

 • 

109.9K Messages

4 months ago

@user_3s3wmy 

This is the one that should work; http://10.0.0.1  

2

0

user_3s3wmy

3 Messages

I get a message that the link refused to connect. I tried on wifi connection and wired connection. 

Like

Reply

4 months ago

0

XfinityJanelle

Official Employee

 • 

1.5K Messages

Since you are unable to connect to those that have been posted, please send us a DM and we will take a look at the modem for you and your services. 

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

Like

Reply

4 months ago

0

EG

Expert

 • 

109.9K Messages

4 months ago

@user_3s3wmy @XfinityJanelle 

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.

0

0

forum icon

New to the Community?

Start Here