Visitor
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2 Messages
Gateway keeps "dropping" devices, effects internet, TV and Voice!
I have found out that in my neighbor cul de'sac that I live, we are ALL having problem with our Gateways.
We ALL dropping connection to devices, and have to reset/restart them. Our connections are good-excellent (mine is 112% of plan speed).
One of my neighbors had Xfinity service people out here, and they replaced all the cables from the outside box, all the way thru her house to here device(s). She is still losing devices.
Now, when I say devices, I mean: TV Set-Top-Boxes, DVR, Cameras (indoor & outdoor), Table/iPad, iPhones, Voice service (land line phone), etc.
I purchased an xFi Pod set (3) to boost connections to my outdoor cameras. They do work, but I since have pulled them thinking they were the problem with broken connections.
I then found out from my neighbors their problems, like mine. I MAY put them back in/on.
I have the white Gateway Router (the newest one), and very strong connections when working. I believe my neighbors all do too.
When the service "goes down," it's only down for a split second (I think), but connected devices need to be reset/restarted: STB & DVR freezes, Cameras, Phones, Tablets go offline.
This also happens when we are not home, as I check on my puppies when away. We have porch cams, to notify us of deliveries, and I miss notifications due to device being offline.
Most devices will reconnect themselves, but most of the time, I have to unplug them to reset/restart, especially STB & DVR.
This has now gotten to the point of annoying! I'm almost ready to start "logging" these connection drops, and refuse to pay for the service when I am not getting it.
Is there a problem with the new generation of Gateway Routers? Is there a firmware update? Is there a newer version than mine?
My gateway Details:
Model Name: CGM4331COM
Vendor: Technicolor
Revision: 2.0
Firmware: CGM4331COM_4.11p7s1_PROD_sey
Accepted Solution
EG
Expert
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110K Messages
3 years ago
Sounds like a systemic problem with the local cable infrastructure rather than a specific problem at just your individual premises. Have you and / or any of your neighbors called in to customer service to have a tech(s) out to investigate. This would get the ball rolling. And the more neighbors that complain, the more effective it will be !
Bear in mind that if the premises facing techs can not find or fix a problem at the homes, 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 (as was stated) but it is their S.O.P. to start at the home.
Good luck !
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Accepted Solution
user_c62dbd
Visitor
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2 Messages
3 years ago
I upgraded my home computer in January, and the xFi stabilized. I think it was the motherboard but have found no support for that theory.
I upgraded from a Z590 system to a Z690 12th gen Intel CPU. I had and do have the onboard wifi turned off!
I have since put the gateway in "smart mode," and reinstalled my xPods, and all is good!
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XGuy1
Contributor
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36 Messages
3 years ago
Same issue in my neighborhood close to Boston. Been happening all week. Today was the WORST. Had 8 outages which brought down internet, cable and phone.
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XfinityBrie
Administrator
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671 Messages
3 years ago
Hey there @user_c62dbd and @XFiniGuy
@EG is right on the money with this one, based on the description, it sounds as though there is something going on in the area, or with the network, and we would need to have our field operations team look into it. As EG pointed out, having technicians out to the home is the first step--for you and affected neighbors. They can report the signals at the property for the maintenance teams, from there the field operations team can get a scale of the issue and start working towards a fix for the area.
If you'd like to send us a direct message here, we can get the ball rolling so you don't have to call in -- you as well XfiniGuy -- just reference this thread in your message so we don't lose your message or it gets marked as unsolicited. We can take a look at the signals, what's being reported in the neighborhood and schedule technicians from there. We'd advise the same for any neighbors affected.
To send a direct message:
Please only send a direct message when requested by an official employee--sending a chat when not requested may result in the chat being lost given the high volume of chat requests received daily.
We ask that you please include your name, the account holder name (if different), and the service address alongside your inquiry so we can best assist.
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user_2caccd
Visitor
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1 Message
3 years ago
Same issue happening to me since I upgraded to 1.2 GB :(. None of my neighbors have this issue. I think the modem is faulty.
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EG
Expert
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110K Messages
3 years ago
@user_2caccd
Please create a new topic of your own here on this board detailing your issue. Thanks. 5 month old and marked "Solved" thread is now being closed.
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