2 Messages
Connection drops multiple times per day
The connection drops multiple times throughout the day. I have tried a long list of things to troubleshoot including purchasing new equipment, eliminating some of the devices trying to use the connection, connecting my modem directly to my computer with an Ethernet cable, purchasing a signal extender, and upgrading to the fastest service offered. None have been successful at providing me a reliable connection. I work remotely and this has greatly impacted my ability to do my job because I am often losing connection in the middle of meetings. I tried using the app to troubleshoot and went through the “assistant” questions and have gotten nowhere. I am really hoping for some sort of solution quickly because of my livelihood being impacted.
Accepted Solution
BruceW
Gold Problem Solver
•
26.3K Messages
2 years ago
Network connection problems that affect both Ethernet and Wifi devices are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power.
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 (from http://192.168.100.1 or http://10.0.0.1):
Copy and pasted text is preferred over images. Be aware that, if you post any images, your message will be made Private for a time, as all images must be approved by the Forum Moderators before the messages containing them become generally visible.
If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, 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/. It's not likely they can fix the problem remotely. If not, 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 (approx $100) 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.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
2
0
Accepted Solution
EG
Expert
•
110K Messages
2 years ago
@user_8rq3wh
Did you have a chance to see if any of those tips that @BruceW posted apply ? Please reply right here on these public help 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
XfinityRichard
Official Employee
•
1.8K Messages
2 years ago
Hi there, @user_8rq3wh ! Thank you so much for reaching your Digital Care team. Thank you for your patience while you waited to connect with me. Oh no, as a person that works from home, I truly understand how this can impact your work. Please be assured you reached the right person to assist you and to get you taken care of. Can you please DM me your first and last name along with your full service address so that I can assist you further?
To send a direct message [private message]:
0
0