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Monday, October 14th, 2024 3:17 PM

How do I solve unstable internet? The Xfinity app won't run a diagnostic if it can't load.

My internet connection has been dropping several times a day for the last few days, for both hardwired ethernet and wifi devices. When the internet is not working, the xfinity app won't load, which means I can't run a diagnostic. The only time the diagnostic can run is when the internet service is restored.  As a result, all of the tests come back with no problems.  

How do I run a diagnostic when the internet is not working? 

I've also bought and installed a Storm Ready, which says it is set up and ready. But when the primary cable goes out, Storm Ready never provides service. 

I also have screenshots that the xfinity app told me its time to upgrade my gateway.  But when I press the button to do so, it get an error. 

Official Employee

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871 Messages

Hey there, IDontCareWhatYouCallMeJustFixIt! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I am sorry to hear about the experience with the connection within the home. What troubleshooting steps have you taken aside from the Xfinity App? Do you happen to catch what color the modem light is when it happens? There are some really awesome troubleshooting steps here. Please let us know if any of those steps help with the connection. 

 

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