1 Message
Frequent Internet drops
I recently switched my service from my own cable modem and a mesh router to the Xfinity modem/router. I was experiencing some drops and the cable modem was old, so made the switch.
Since then, I am experiencing significant frequent drops. 39 today, from 3 seconds to 20 seconds, long enough in every case to drop a stream, zoom call, or web access.
I have done the troubleshooting steps, connected one device directly to the modem, restarted everything, etc. I have a monitoring log showing all the online/offline times, and during outages have used the modems Diagnostics page Connectivity test to confirm that no packets are returned during these outages.
How can this be fixed?
Thanks.
XfinityEricB
Official Employee
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2.3K Messages
5 months ago
Can you send us a direct message with your full name, name of account holder (if different), and service address please?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon (speech bubble)
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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
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EG
Expert
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111.1K Messages
5 months ago
@jeffnesh @XfinityEricB
Please circle back here and post any possible solutions for the issue here in these open public 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.
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