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lmf2
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Tuesday, June 17th, 2025

Intermittent disconnects

As for many other people, we have a serious problem where every 5-30 minutes or so our internet hangs for up to 30 seconds or so before reconnecting.

I have reset our router and our wireless network, and the problems persist. I have also checked the cables that I have access to. It seems like this might be a problem with our outside amplifier or the wiring to the house based on others' posts, but of course I'm not certain. 

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1 month ago

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EG

Expert

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112.8K Messages

2 months ago


What do the modem's signal status values look like ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1 

Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.


What is the exact make and model number of the modem / gateway device ?

(edited)

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XfinityRay

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3.1K Messages

2 months ago

Hi there, @lmf2! Thanks for reaching out about your service. We want that to work perfectly and are happy to further assist with this! Do you see the questions from our awesome expert, @EG? They know their stuff and are always great help! The modem model, if you are on WiFi or wired, and signals help us to get to the root cause of the problem. 

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lmf2

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Thanks for checking back in. After digging some more, it seems like one possibility is buffering issues with my Eero network that is  bridged to the network. I'm upgrading that now, and will report back afterwards.

That said, given the bridge, I'm not sure how to connect directly to the modem except through ethernet (for which I don't have a laptop USB3 connector at home). Is there a way to get to it directly?

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2 months ago

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XfinityEmilyB

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lmf2 I appreciate you troubleshooting with my team so we can make sure your internet is working properly. What is the make and model of the modem you're using. If you are using one of our xFi Gateways, you can follow these instructions to enable or disable Bridge Mode. 

 

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2 months ago

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EG

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2 months ago

@lmf2 

You can get the requested info via a WiFi connection.

(edited)

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lmf2

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2 months ago

Hi again. The modem is a XB7-CM

I had to do a hard reset on the model to get out of bridge mode, but now that that's done I can see the various power levels, which seem to be okay:

thoughts?

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XfinityShawn

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lmf2 Have you experieneced anymore issues since you posted this? 
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2 months ago

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lmf2

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My son reports the same delays during gaming, but I haven't had a long zoom from home to test it out, so I can't be certain. 

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2 months ago

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lmf2

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To follow up, I replaced our main wireless system with Eero 7 pro devices, as in theory they should not suffer from this problem. Things may be a bit better, but I am still seeing occasional freezes on zoom. Is there anything that can be done to figure out why this might be happening?

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1 month ago

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XfinityJanelle

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We can take a look at the modem specs and see if anything is out of place. 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":
Click "Sign In" if necessary
• Click the "Direct Message chat" 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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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 month ago

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