3 Messages
Dropped from Internet several times a day
I've been having this issue for the last year or so and it's gotten progressively worse. I have gotten a new modem/router, worked with xfinity to get the firmware updated, checked with others in my building that have xfinity and have not found the cause of this. I get dropped from zoom multiple times a day. Speed tests are showing accurate speeds for my service. I need help!
EG
Expert
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110.3K Messages
2 years ago
What is the exact make and model number of the "modem/router" ?
Is this with a WiFi connection ? If so, as a test, does a computer / device that is hardwired directly to the "modem/router" with an ethernet cable have the same problem ?
With this test, we are trying to isolate this down to being either a WiFi-only problem or a problem with the general connection to the Comcast system which would of course affect both. It's a good first step in troubleshooting before proceeding any further.
(edited)
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user_c04026
3 Messages
2 years ago
I have a Motorola MG7550, which is a "modem/router". Yes, it's a wi-fi connection.
I'll see if I can connect via ethernet for a whole day to test out your theory.
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XfinityAmira
Official Employee
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4.1K Messages
2 years ago
Hello @user_c04026! We appreciate you taking the time to reach out to us on Forums. It's upsetting to hear about the ongoing connection issues you've been experiencing. As a person who works from home, I absolutely understand how important it is to have a working/steady connection. My team is here to help and would love to further troubleshoot this with you.
Thanks for providing us with the requested information, very helpful. @EG provided great feedback and troubleshooting options to help us isolate the cause of this. Did you have an opportunity to test the connection on a device that is hardwired to the modem/router?
We look forward to hearing back from you. Please also note that sending unsolicited direct messages is a violation of our forum guidelines. You must first create a Public post requesting assistance, and once a Comcast verified employee responds and asks for a direct message to be sent, you can then proceed with doing so. This is just a heads-up for future reference, but I look forward to further assisting you.
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