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Intermittent connectivity with Wi-Fi, Ethernet, and cable.
I am going to try my best to describe this because all this stuff is really confusing to me so please be nice.
Been having this problem since I moved in here with my nana. House is pretty old. The internet will go down multiple times a day and it just keeps getting worse. We also have xfinity next door at my parents and I never had this problem there. I think it's connected to a different box in the neighborhood though. It loses connection with ethernet and wifi and the tv cable boxes. The app says it’s offline when I check. It used to come back up pretty fast but now it's taking up to 1-2 minutes. This is a pretty big problem because I stream video games. When it is connected it is great and very fast.
- Maybe 2 months ago we scheduled a tech visit and he came and gave us the newest version of the gateway. That didn’t help.
- Then we went under the house to look at the cables. There were 2 splitters. From the main box it went to a 4 way splitter with 4 cable boxes, then went to a second splitter with the wifi. We took one of the cables off and put the wifi on the first splitter. Did Not work.
- Scheduled another tech visit, got a call the next day saying that the problem was fixed on their end so they canceled the appointment and said to keep track of the connection for a week. It was in fact not fixed.
- Another tech appointment, guy came out said he ran tests and the box failed and he found a messed up cable. He fixed it and said it passed the tests. Still not fixed.
- Another tech appointment but this one was harder to get scheduled as the virtual assistant said it was my pc that was the problem and I had to go through the troubleshooting with my phone lol. This time a guy came out and said our connection was too good so it was tripping it up. He gave us a pad which might have helped a little but still isn't fixed.
- Last night my fiance went down and replaced the splitter that the wifi is on. Still disconnecting.
Let me know if I need to add anything I will also ask my fiance to help me word this once he can but I wanted to try and get help asap.
EG
Expert
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107.3K Messages
1 year ago
Is that "pad" still on the line ? If so, take it off. It's only making the signals worse. The downstream power is too low / out of spec. You should get the techs re-involved and tell them to fix the downstream power. They may have to use a powered / active zero loss amplifier / splitter rather than using passive splitters. Good luck with it !
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XfinityEva
Official Employee
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1.3K Messages
1 year ago
Hey @nanashouse! Wanted to check in and see if you are still experiencing the same issue since your post? Were you able to try the suggestion our Expert @EG recommended?
If you are still having issues we can follow the next steps to escalating your issue. If so, please send us a direct message to further assist. Once resolved we can come back and share the additional steps taken in case others are having a similar issue.
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