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user_bpx1j0
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Monday, August 11th, 2025

Frequent disconnects

Multiple daily disconnections in wifi at my home. I've replaced the modem (currently Surfboard 34) and the modem (currently TP-Link Tri-Band BE9300 WiFi 7 Router) which did no alleviate the problem. Any help or suggestions? I've attached the system status and events pages with addresses redacted as per sggestions I saw in other posts. Thanks for any assistance!

Here is the system status....

Here is the event log...

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12 days ago

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XfinityThomasA

Official Employee

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2.7K Messages

12 days ago

Hello, user_bpx1j0! Hi there, and welcome to the Xfinity Forums community! We’re really glad you reached out, this is absolutely the right place to get support. We understand how important it is for your Xfinity Wi-Fi to work smoothly, and we’re here to help you get the most out of it. To better understand what’s going on and work together toward a solution, I'll ask a few quick questions.

First, could you let me know where your modem is located in your home?
Have you recently added any new smart devices to your network?
Have you had a chance to check if this might be related to your speed tier or possible network congestion?
Lastly, are the issues happening on specific devices or in certain rooms?
Thanks again for reaching out, we’re here to help every step of the way!

 

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user_bpx1j0

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The modem and router are on a high shelf in a coat closet which is located in the middle of the home.

We did add a new TV recently but the disconnects were happening well before that.

I'm not sure about the speed tier or network congestion. It disconnects randomly at any time and occurs about 10-15 times a day that we have noticed.

There are no issues with any specific device. When it disconnects, any device connected loses access. Sometimes it will reconnect within a minute or two, sometimes much longer and I'll do a reboot of the modem and router. Like I mentioned, I replaced the router thinking it was the issue and then replaced the modem when that didn't fix it.

Thanks for any help! It's been pretty frustrating 

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12 days ago

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XfinityDemitrius

Official Employee

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2.1K Messages

The modems specs seem to be in line @user_bpx1j0. With the modem located in an enclosed space such a closet surrounded by walls and more, would you be able to move the device in a more open space? Having in an area like that could affect the wireless network's ability to emit a strong signal throughout the home. Sometimes customers like to place behind a TV or on a bookshelf which could degrade the wireless connectivity due to various factors. 

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12 days ago

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EG

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112.8K Messages

12 days ago

@user_bpx1j0 

 For a test, does a computer / device that is hardwired directly to the router / gateway device 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.

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