jabbahut1972's profile

Regular Visitor

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9 Messages

Saturday, December 28th, 2024 8:41 PM

I keep getting Facebook notices that I'm offline and that my connection has been restored CONSTANTLY but I'm not offline

This is driving me nuts! It only happens when I'm on my desktop computer using a wired connection. It happens on some other sites as well at random, but when I refresh the page, I am able to connect. Sometimes I also notice when I'm on Steam, I get notices that my friends have gone offline and online almost immediately. This just started a few days ago.

Here's what I've tried to resolve this:

1. Check all cables running from cable modem to my PC and to the cable outlet - everything is securely connected and plugged in.
2. Check Comcast outage website, which reports nothing wrong in my area
3. Troubleshoot my modem using Comcast's troubleshooting tool on the same site - It doesn't find anything wrong with my modem
4. Unplug my cable modem from the outlet (actually the power cable from the modem as the outlet is not reachable without needing to take steroids to move the heavy desk where the outlet is),. wait 30 seconds, then plug back in - issue still happens

Why is this happening when I am not offline and can browse other sites?

Official Employee

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1.1K Messages

4 months ago

jabbahut1972 Hi there! Are you having issues with any other websites or apps?

Regular Visitor

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9 Messages

No issues at all when I'm using my phone to beowse web, Facenook, games, ect.

When I use my pc, Facebook is affected. I also this from time to time randomly  on other websites too. But when I reliad them, they liad fine.

I called support and amazingly when the auto ooerator checked my modem settings Imit said I was offline, despite the Comcast outage site telling me it couldn't find anything wrong with my modem. Why is that when I have not touched anything?

Anywsy, I did a modem reset, then answered the auto text I receivef that it failed (even though I was sctually omline but still getting the same error from Fscebook on Chrome). I talked with a rep who found nothing wrong with my modrm settings or the signsl atrength. They transferred me to Comcast Security. She did the ssme troubleshooting plus checked my security settings as well as my Flex device - which had to be rebooted & was fine.

It was here I noticed I no longer got the error from Facenook on the Chrome browser and was fine until the next day (which was yesterday) and now the error message sbout being offline & immeduately getting the message that my connection is restored is hapoening again.

What the heck is going on? Why is Facebook telling me I'm offline sbd then immeduately tell me my connection is restored over and over and over ad nauseum and my mosem settings & thevsignal is excellent according to support?

Official Employee

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1.8K Messages

Thank you for that additional information @jabbahut1972, we appreciate it. To confirm, is this issue happening on any other devices? What type of computer are you currently using?

 

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Regular Visitor

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9 Messages

No, this behavior doesn't happen when I'm using the Facebook app on my mobile phone. I also don't experience much trouble using 3rd party apps 
that rely on my WI-FI connection. My own WIFI network has 2 different connections - one with a 2.5 Gig connection and the other a $ gig 5G connection. I always use the latter as it's faster. I've never used the other one. I do notice some sites are slow to load, but that's could bee due to interference from other devices or traffic congestion beyond my control. I also own an Echo Dot that works without much issue. If I ever do, which is very seldom, I just reboot it and it works flawlessly. As far as my Flex device is concerned, I notice from time to time after I had my TV off for awhile and then turn it on, instead of seeing the main screen where I can choose which app I want to load, the screen is blank, but if that ever happens I just unplug the power cord from that device, wait 10 seconds, then plug it back in. As you already know, this will cause the device to "reboot" and after a minute or so, the main screen comes back and I can utilize the main screen again. Whether or not this is related to the messages I receive from Facebook on my desktop computer under the Google Chrome browser I do not know for sure.

Now that I think about it, I could try disabling my browser extensions on Chrome to see if any of them are the culprit. If not, then chances are it's either an extension causing this behavior or some setting on the Chrome browser causing this. I'll test and report back ASAP.

As far as what kind of computer I got, it's a custom-made full tower computer - not a brand name like Dell, HP, or Gateway.. I won't list the specs since the CPU, RAM, or video card has anything to do with my internet connection. I will state however that my cable modem has a router built it and it's my own one, so I wouldn't have to pay a monthly rental fee to use one provided by Comcast. It is compatible to use with Comcast though, and just to reiterate, the reps I spoke to over my mobile phone last Saturday told me both the signal and settings are good. and nothing is wrong. I got the router for Christmas a few years ago (I think I year before the COVID-19 pandemic hit. I found out it was refurbished, but I haven't had any significant problems with it, though. It's a Netgear AC1600 WiFi Cable Modem Router model C6250.

(edited)

Official Employee

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1.9K Messages

 

jabbahut1972 Thank you for the information. Unfortunately, we can't speak on the issues involving the Facebook App but we would suggest making sure your firmware is fully updated on whatever device you're using. Otherwise, you may need to reach out to Facebook if you are having problems with functionality.

The Flex Box having to be unplugged and plugged back in may require the box to be replaced. If you have an Xfinity Store in your area, you can take it in and swap it out at no cost.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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