Visitor
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4 Messages
I lose internet 2-7 times a work day
Hello, I have been an xfinity customer for over 2 years now in my city of 100k and have noticed that most days, especially Monday through Friday during regular business hours, I lose internet anywhere from 2 to 7 times. On the weekends and outside of regular business hours this is sometimes an issue but not nearly as regularly. This was not a problem until recently when my wife got a job where she works from home.
When I say "lose internet" I mean every device connected to the gateway is simultaneously unable to access the internet for several minutes to a half hour or so. The gateway usually shows all the normal lights you would expect.
I have restarted the gateway hundreds of times; which doesn't seem to help. I have gotten a new gateway which didn't help. I upgraded my service which seems to have possibly made it worse. I tried plugging my gateway into a few different cable outlets in the house which got no signal at all. I considered using an ethernet cable to connect my wife's computer to the gateway directly but her computer doesn't have an ethernet port and I'm not buying a docking station as an experiment.
Your app didn't help me.
Your store didn't help me.
Your telephone customer service didn't help me.
Please tell me what to do next.
BruceW
Gold Problem Solver
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26.4K Messages
2 years ago
This happens most often when your gateway loses its connection to Comcast. Network connection problems like this are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power.
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post your Internet plan speed and the following information from your modem or gateway (from http://192.168.100.1 or http://10.0.0.1):
If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit ($70-$100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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CCTimothyA
Problem Solver
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785 Messages
2 years ago
@PurCin13 Thank you for reaching and brining this to our attention. I can understand the frustration this has caused. Thank you for letting us know the troubleshooting steps you have taken to correct this issue. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.
To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
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