U

Monday, September 4th, 2023 10:57 PM

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constantly disconnecting multiple times a day

I recently had to get xfinity internet again and for the past few weeks it has been nearly unusable. My internet disconnects about 30-40 times a day for about a minute at a time. i'm not sure whats going on, any help would be appreciated.

Expert

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110K Messages

2 years ago

Official Employee

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2.1K Messages

2 years ago

Thank you for reaching out to us on our community forums @user_c226c7! I see our awesome Expert EG shared a link on helpful troubleshooting tips. Have you had a chance to download our amazing Xfinity app to troubleshoot your internet?

2 Messages

I went through the troubleshooting list and ended up finding a large coil of coax under the couch, after taking that out I want to say it's a little better but not much. Whenever my internet disconnects the upload light on my modem is flashing first. The power levels on the upload channels are all at 50+ dBmV.

here is the tracert to comcast.net

C:\Users\alexk>tracert www.comcast.net

Tracing route to e7010.dscg.akamaiedge.net [2600:1405:2800:186::1b62]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  2601:404:c000:7c0:bea5:11ff:fef4:4b76
  2     *        *        8 ms  2001:558:4020:11::1
  3    10 ms    10 ms    21 ms  2001:558:112:404c::1
  4    13 ms     7 ms    11 ms  po-87-xar01.grandrapids.mi.michigan.comcast.net [2001:558:110:40b2::1]
  5    15 ms     *        *     be-302-arsc1.taylor.mi.michigan.comcast.net [2001:558:110:96::1]
  6    14 ms    14 ms    14 ms  ae-501-ar01.taylor.mi.michigan.comcast.net [2001:558:110:70::2]
  7    14 ms    14 ms    14 ms  2001:559:800c:1900::8be6
  8    15 ms    15 ms    15 ms  g2600-1405-2800-0186-0000-0000-0000-1b62.deploy.static.akamaitechnologies.com [2600:1405:2800:186::1b62]

Expert

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110K Messages

@user_c226c7​ 

50 dB is too high and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels. Did any of the other tips apply ?

If there is nothing more that can be done to improve the connection quality, then you'll need a tech visit as stated. 


Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.


Good luck !

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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
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