Burns20131's profile

New Poster

 • 

1 Message

Tue, Sep 1, 2020 8:00 PM

Gateway keeps disconnecting

I've called in, tweeted, messaged, and have been given multiple different answers. Recently upgraded to a higher internet speed that required the new modem. Has been fine for weeks but, as of Monday, have been cutting off randomly before coming back online. It happens several times a day and interrupts me working from home. It is also happening on all my devices and my roommate's computer as well.

 

One answer received was that the old gateway and the new gateway servers were crossed. Another that it needed an update. Who do I speak to correct this or how do I correct it?

 

What my computer tried to do to find out more:

< The connection between your access point, router, or cable
modem and the Internet is broken
Detected
The network gateway is accessible, but Windows couldn’t receive network
traffic from the Internet.
Your broadband modem is experiencing connectivity issues Completed
Restart your broadband modem: 1. Unplug or turn off the modem. 2. After all
the lights on the modem are off, wait at least 10 seconds. 3. Turn the modem
on or plug it back into the power outlet. To restart a modem that has a built-in
battery, press and quickly release the Reset button.

Responses

EG

Expert

 • 

86.5K Messages

8 m ago

Is this with WiFi connections ? If so, for a test, does a computer / device hardwired directly to the router / gateway device with an ethernet cable have the same problem ?

 

With this test, we are trying to isolate this from 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 of troubleshooting before we proceed any further.

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? Mark the post as Best Answer!tick

Visitor

 • 

1 Message

3 d ago

new gateway modem has knocked off all wireless devices, printer, speakers, ring door bell.  the HP ENVY PHOTO 7855 printer is not longer working at all - white screen (yes I did everything, unplug, plug, call HP, call comcast many days in a row for many hours, Comcast has been to my house once and tomorrow coming again. All the wireless devices are no long detectable - the printer says connected by is not initialing (it's a touch screen - not functioning) The new (1 year old) TV freezes, the wireless box tv doesn't work at all, the only TV that works is the main box TV - it is well know that the new Gateway has caused many problems due to reconfiguration, IP addresses, have changed - I read all the comments on the HP support community - and Comcast wonders why people are so unhappy with your service.

Official Employee

 • 

242 Messages

Hello and Happy Tuesday, ! I hope you’re having a great start to the week! I also appreciate you taking a moment out of your day to reach out to us on our Community Forums! You’ve reached the best place and perfect person to help with virtually all of your account needs!

 

Going forward, I'm truly sorry to hear about the recent connection issues you're having on all your in-home devices as this is never the experience we'd like for our valued customers to have! If you're still haveing issues even after the latest tech appointment, please let us know so that we can help ASAP!

 

To get the ball rolling on this process, please send us a private chat message by selecting the “chat” icon on the top right side of our page and then using our singular Xfinity Support handle (not an agent name) to get started. Once you have started a chat message, please provide your name and service address as it appears on your monthly billing statements. Thanks again for both your time and patience!

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick
EG

Expert

 • 

86.5K Messages

1 d ago

8 month old dead thread now being closed.

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? Mark the post as Best Answer!tick

New to the Community?

Start Here