J

Visitor

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3 Messages

Sun, Apr 18, 2021 2:02 AM

Comcast WiFi and ethernet randomly drop connection.

I recently switched from CenturyLink to Xfinity and the speed are fine, however the wifi will drop for 10-20 seconds maybe 3-4 times a day, and sometimes the Ethernet will even stop working. When my Ethernet dropped the other day it was because of a DNS error but it still happened later on even after switching DNS servers. I have added our own router and custom DNS and the problem still persists, I am using Xfinity's gateway for the modem.

I've also dropped connection while on voice calls with other people, during the connection drop I can still hear them but they can't hear me.

I've tried looking at Comcast's support section on their website and it's just plain useless, their chat bot just tells me to restart my router/modem over and over, and there's nothing that will actually fix the specific problem I seem to be having.

Responses

BruceW

Gold Problem Solver

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22.3K Messages

23 d ago

Devices often report a "DNS Error" when they are actually having trouble reaching the Internet at all. This is because when you click a link and as the page loads, the first thing the device needs to do is look up the IP address of the site using DNS. Typically this needs to be repeated many times to load all of the page components. If any of these lookups fail because a of an Internet connection problem the device won't be able to access DNS and may incorrectly announce a "DNS Error" when "Lost Internet Connection" would be a more accurate message.

 

Network connection problems that affect both Ethernet and Wifi devices are often due to poor coax connections, usually in or near your home.

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post your Internet plan speed and the following information from your modem or gateway:

  • model number
  • downstream power levels and SNR
  • upstream power levels
  • event log

If you can't find the problem or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. If they can't fix the problem remotely (unlikely), insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device, or anything outside your home, you shouldn't be charged.

Visitor

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3 Messages

  • TG1682G
  • Downstream power and SNR:
4.00 dBmV
2.80 dBmV
2.80 dBmV
3.00 dBmV
3.00 dBmV
40.95 dB
40.37 dB
40.37 dB
40.95 dB
40.37 dB
 
  • Upstream power: 43.50 dBmV 
  • Event log is empty.

I set up a technician visit but a representative called me and told me to take the router to our local Xfinity store. I'll be doing that tomorrow but I'm not sure what he can do other than give me a new one.

BruceW

Gold Problem Solver

 • 

22.3K Messages

21 d ago

... I set up a technician visit but a representative called me and told me to take the router to our local Xfinity store. ...

Replacing the gateway won't fix the problem if it's caused by a local wiring fault. Also, please post the SNR values and the power levels for the all the downstream channels.

Visitor

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3 Messages

Replacing the gateway won't fix the problem if it's caused by a local wiring fault.

I know this, but the alternative is them charging me for a guy coming here and telling me he can't fix it.

I've checked the wiring that I can see in the house and outside of it, it looks like it has been there a while but no visible damage. 

SNR:

40.37 dB
40.37 dB
40.37 dB
40.95 dB
40.95 dB
40.37 dB
40.37 dB
40.95 dB
40.95 dB
40.37 dB
40.95 dB
40.95 dB
40.95 dB
40.95 dB
40.37 dB
40.37 dB
40.37 dB
40.95 dB
40.95 dB
40.95 dB
40.95 dB
40.37 dB
40.37 dB
40.95 dB

Power:

4.90 dBmV
3.90 dBmV
3.90 dBmV
4.10 dBmV
4.10 dBmV
4.20 dBmV
4.40 dBmV
4.50 dBmV
4.60 dBmV
4.80 dBmV
4.70 dBmV
4.90 dBmV
4.90 dBmV
5.00 dBmV
5.20 dBmV
5.20 dBmV
5.40 dBmV
5.40 dBmV
5.40 dBmV
5.50 dBmV
5.60 dBmV
5.70 dBmV
5.70 dBmV
5.50 dBmV

(edited)

Official Employee

 • 

68 Messages

@JakobStever, I would be happy to help and look into your concern. send me a private message with your full name (and the account holder's name if different from you) and the numbers associated with your service address. To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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