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user_kahluachukkles
1st Topic

2 Messages

Tuesday, February 11th, 2025 3:52 AM

How to fix internet connectivity with ethernet cable

Ibhave the Xfinity newest modem/gateway equipment. Most of my neighbors also use xfinity. My tv streaming using the internet hangs and has random breaks in audio. It happens more so in the evening than in the day. Also, I don't use the wifi network connection in the evening because the problem is much worse. I stepped up to a higher speed and that helped a little, but the issue is still happening in the evening, that to me seems like all the xfinity users in the neighborhood are causing congestion. I live in a studio apartment and my modem is in the same room as my tv. I also turn off all other devices accessing the internet while watching TV but the issue is STILL happening. Because it takes place more in the evening than daytime, I do not believe it to be my Smart TV nor my ethernet cable (CAT8). Help!!!

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6 hours ago

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XfinitySheila

Official Employee

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992 Messages

15 hours ago

 

user_kahluachukkles I am glad you reached out so that we can assist in getting your audio issues resolved. Have you attempted any troubleshooting support via our amazing Xfinity App? I always like to recommend starting there. If you would like additional assistance I am happy to help.
 
To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

 

 Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

Please let me know if you have any questions or run into any problems. 

 

2

user_kahluachukkles

2 Messages

Hello. I discovered my TV is the culprit. That being said, it was recommended in my research to manually enter the IP address in the TV connectivity selection. Can you tell me how to find that on my modem/router. Note that I see numbers in the connectivity selection on the TV but I'd like to get them from the modem to ensure that's not part of the problem.

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7 hours ago

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XfinityThomasC

Official Employee

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2.3K Messages

Hello @user_kahluachukkles

 

I'm happy to hear you found the reason for the connectivity issue. I was going to suggest you check any splitters between your modem and those devices to make sure the connection isn't loose, or that device isn't going bad. May I ask the reason you have determined the TV is the issue?

 

Do you have the Xfinity App downloaded to your phone? What you can do is click on the Wi-Fi radio button at the bottom of the screen. Then scroll down to "Devices", find your TV and click on it, and click on "Device details" to determine its assigned IP address. Let me know if that was helpful. 

 

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6 hours ago

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