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Tuesday, October 1st, 2024 12:11 AM

Closed

Constant wifi dropouts

I was sent the new white tower modem upgrade as per Xfinity claiming it was faster and there was no charge to upgrade. Received it on 9/27, installed and connected it on 9/29 following the directions via the phone app. It took more than an hour of rebooting both the modem and my PC before it finally connected to the internet. Since then, the wifi randomly drops out for 1-3 minutes with no warning yet the modem has a continual white light. Advanced Tech Support looked and says that the signal is strong and saw no problems. They scheduled a service tech to come out (which I have to pay for) on 9/30 but I cancelled due to the modem suddenly working properly. Then today (9/30), it's back to dropping out off and on. ATS had said that the original connection problem was due to the system still seeing my old modem and he did the required swap. When I called today, they say they can't swap it back to my old modem and a tech will need to come out. Is there a solution to this or do I need to return the new modem? I never had these problems with the old one and it very frustrating as I do a lot of work online and my home security system is connected to the wifi. It also keeps dropping off and is not easy to reconnect.

Official Employee

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1.1K Messages

2 months ago

user_r541fr This isn't the experience we want you to have at all. I am glad to hear that you have been in contact with customer service making attempts to get this resolved. Since this issue is still on going for you, my team can help on our end. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
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

2 Messages

The issue was resolved. The outside line coming to the house had gotten water in it somehow which then dried and the line was brittle to the touch. Also, there was a splitter attached to the coax cable inside that was causing interference on the line. Removed the splitter, replaced a section of the outside wire and everything is good now.

Official Employee

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1.1K Messages

 

user_r541fr I am glad that this has been resolved, so now you can enjoy your service again. My team is always here for you if you should need us in the future. Take care, and have a good night. 

 

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