U

Visitor

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2 Messages

Sunday, January 29th, 2023 8:01 PM

Closed

Intermittent connection drop issue (like many others...)

I realize this is a repeat post like others who are facing same issue as me. My intention is to create a new post to let Xfinity know this issue is bigger than they think or aware of.

I am with Xfinity for last 7+ years and was happy with their reliability. I just have Xfinity internet, no TV cable. Since mid of 2022 things have been flaky. I was using Surfboard SB6141 for 3+ years and around of mid of 2022, we started seeing lost connection issues intermittently. I saw the modem re-establishing the connection. Xfinity support mentioned the modem is out of date/support and it could be the cause.

I brought Motorola MB8611, hooked it up and after few days issue happens again. 

Xfinity Tech visits my home multiple times. Each them found different issues and rectified them thinking it being the root cause. They saw TV cable & internet signals frequency distancing beyond what modem can handle (that's what I was told), lots of noise etc. They installed splitter to limit only internet signal, installed attenuation, replaced cable from street pole all the way to modem at different visits. After each of these changes, issue starts again after 24 to 36 hours.

I brought new surge protectors to isolate power issues (i read somewhere about it), that didn't help either.

I looked up online for such issues and saw many people complaining about it. I can replace the modem but dont think it will change anything. I have used Surfboard & Motorola both back & forth and both show same symptoms.

Xfinity has lent me their x1 gateway; it's been more than 48+ hours and havent seen the issue yet. I got this modem for limited time as trial, and it is up to me to rent or buy if I am satisfied. 

One of tech mentioned that Xfinity has upgraded their technology to boost speed. Xfinity cable modems are up to date with the technology however the market cable modems firmware are not. It may take them 6month or year (may be more). I have to decide if should rent xfinity modem or chase behind Motorola & others with this problem.

Contributor

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340 Messages

2 years ago

Hello @user_n3 We appreciate you reaching out to give us an update about your connection issues. If you prefer to use your own personal modem I would like to see to it that you are able to without any issues. As long as you are using a Comcast approved modem you should not be experiencing intermittent internet connection. Please send our team a direct message with your full name and full address.

 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

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

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "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

Visitor

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2 Messages

@XfinityYvonne​ thanks for responding. I have been using Xfinity approved modems. Issue exists on different supported 3rd party modems however issue completely disappeared with Xfinity xfi modem. It is clearly evident that 3rd party modem is lacking the technology/firmware to support xfinity technology changes or the error rate tolerance or both.
I have been working with xfinity tech all the while, issue is not with support but with xfinity technology partnership with 3party modem manufacturers. The way I see this is even though xfinity says it supports 3rd party modem, it is hard for me trust this statement. It feels like I am now being forced to use xf1 even if it wasn't my preference.

Official Employee

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443 Messages

@user_n3  We're more than happy to continue to troubleshoot with your purchased devices, you certainly have the choice between the rental and your own device and we don't want you to feel like that's not the case. Please send us a Direct Message if you'd like to do so.

I no longer work for Comcast.

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.
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