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bgram
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3 Messages

Monday, September 26th, 2022 7:29 PM

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Intermittent Internet Connection Drops

I have been experiencing intermittent Internet Connection Drops since Thursday. Long story short - Tech came in today, removed the splitter, and configured a new modem but the problem still persists. Appreciate any thoughts ??

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3 years ago

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CCCassandra

Problem Solver

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502 Messages

3 years ago

I'm sorry that's happening @bgram! I've had an experience myself in the past with drops in connection, so I know how annoying it can be. What type of device(s) are you using when the connection drops? Are they connected through WiFi or with an Ethernet cable?

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user_59581a

Visitor

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1 Message

3 years ago

We have the same issue ever since service started. Our service is very intermittent. We have been through the troubleshooting many times, wasted hours chasing the problem. Had a tech come out yesterday but the problem persists and we can’t get help from Comcast…:

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XfinityDena

Official Employee

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3.2K Messages

I am sorry to hear about the ongoing issue. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message

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

3 years ago

0

siddod

Visitor

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1 Message

3 years ago

We got notification a couple weeks ago that our connection speeds had been upgraded. Around that same time, I started to notice intermittent failures. I ran a ping test tonight for an hour, with these results:

3600 packets transmitted, 3292 packets received, 8.6% packet loss

round-trip min/avg/max/stddev = 7.372/18.466/1191.594/55.994 ms

From what I can see, upstream is just failing to respond for, generally, about 15-30 seconds every so often, and that's generally quite disruptive to my work VPN and such. I have a tech scheduled tomorrow to come look at our equipment, but my fear is that it was whatever was done upstream to "increase our connection speeds" is what is now failing.  I also note that speedtest on my iphone has actually gone down quite a bit since our "upgrade", so I honestly wish we could just roll back whatever happened a couple weeks ago, but I recognize the faint chances that will have.

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user_0ef58c

Contributor

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128 Messages

@siddod​ yep we had work to enhance the network in September. And constant issues since. When will Xfinity just own up to it and address this...

3 years ago

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glenn300

Visitor

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7 Messages

I have the same problem for several weeks. Finally got a tech out. He replaced the wire from the pole to the house and removed a hi pass filter that was at the pole. Problem went away speed was better, so thought problem was fixed.In a couple of days the problem returned. I checked and Comcast had replaced the hi pass filter at the pole. now I have only 2 upstreams working. While the problem was gone I had 5 upstreams working. I have replaced the cable junction which was an amplified unit that Comcast had installed with the original installation. I also replaced my ethernet switch just in case. I don't know where to turn now. Still having intermittent times when download drops to 20mps and upload drops to .05

3 years ago

33Dwight

Visitor

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1 Message

@siddod​ Same here.  Most afternoons I notice my FireTv buffering constantly now; and when I run a speed test I'm getting 1, 2, 5, 10, 12Mbps (or less).  The only way it gets better is to restart it the modem.  Never had this problem before the "upgrade"...

3 years ago

user_e084a6

Visitor

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1 Message

3 years ago

They were working on the internet in my area a few weeks ago (supposedly to improve it). Ever since our service drops out at least 4 times a day. Very frustrating.  May have to change companies

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glenn300

Visitor

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7 Messages

Follow your cable from your house to the pole. Is there a gray junction box that you can safely reach? If so, open that box and look inside. Is there a filter about 3 inches long? If so, I think that is the problem (at least that is what the tech that came out said) Don't bother removing it (the tech removed ours) but Comcast came and replaced it which caused the disconnects to start again. Good luck.

(edited)

3 years ago

user_0ef58c

Contributor

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128 Messages

@glenn300​ clearly these upgrades are causing issues all around. When will they listen to us... The digital care team and techs hear us, but the maintenance people clearly aren't getting the message (and no way to communicate with them... One of the many awful attributes of Xfinity) 

3 years ago

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glenn300

Visitor

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7 Messages

Our local utility has begun rolling out ultra high speed fiber. if not ever gets to us I will be gone.

3 years ago

CCElizabeth

Problem Solver

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908 Messages

Hello, @user_e084a6! Thank you for reaching out to our experts on our Xfinity Community Forum! Our team works around the clock here to solve customer issues, and we would love to help you.

 

Because this sounds like a separate issue from the one OP posted about, please begin your own thread and provide a description of the issue you are experiencing. Doing this will allow us to better assist you as well as help others in the community having a similar issue.

 

Thanks and I look forward to seeing your new post!

I no longer work for Comcast.

3 years ago

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user_2ae455

Visitor

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1 Message

Same issue here in Albuquerque. Got the upgrade speed upgrade notice from Xfinity and starting having intermittent drop issues. My Motorola docsys 3.1 modem is new and my cable drop from the pole to the house has already been replaced. Also noticed online it says planned maintenance is scheduled in my area soon. Could this be the reason?  Need to upgrade the equipment upstream?  I have an idea? How about you upgrade the legacy equipment before you start advertising speed upgrades to your customers that causes a service interruption. Super annoying!!!

3 years ago

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