J

Saturday, September 14th, 2024 1:39 PM

Internet completely dropping 5-10 times throughout the day.

I've been experiencing this problem for almost the entirety of the last 6 months. Throughout the day at random intervals, our internet drops for anywhere from 30 seconds to up to 5 minutes. It is extremely frustrating for the entire family, whether it means being on a zoom call, gaming, streaming a show, or whatever it may be. It has interrupted my son's schooling multiple times as well, when he has online classes, and I'm concerned that it may be affecting his learning. So far after working this up as best as I can, these are what I've tried:

  • Switching coax cables
  • Switching to a new coax connection in the wall
  • Wifi vs ethernet (drops with both connections)
  • Plugging directly into the comcast-supplied modem
  • Using a new ethernet cord
  • Resetting all of my devices
  • Checked all splits and further connections

And nothing has seemed to work. It continues to drop multiple times per day. I have been scouring the forums and see many, many posts suggesting the same is happening to them and there are no visible, effective solutions that are posted. Surely this cannot be an issue that I just have to deal with, because for what I am paying, this is not acceptable. This has only begun to happen over the past six months as well, so I know it must not be an issue with connection to the home. Xfinity virtual assistant cannot help with this, as it keeps cutting me off and saying I have no issues. I need a solution to this.

Expert

 • 

106.9K 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.

3 Messages

Downstream:

Channel ID
5
1
2
3
4
6
7
8
9
10
11
12
13
14
15
16
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
507 MHz
483 MHz
489 MHz
495 MHz
501 MHz
513 MHz
519 MHz
525 MHz
531 MHz
537 MHz
543 MHz
549 MHz
555 MHz
561 MHz
567 MHz
573 MHz
SNR
42.0 dB
42.5 dB
42.4 dB
42.4 dB
42.2 dB
42.3 dB
42.3 dB
42.2 dB
41.5 dB
41.4 dB
41.6 dB
41.8 dB
41.9 dB
41.7 dB
41.6 dB
41.5 dB
Power Level
-3.9 dBmV
-2.8 dBmV
-2.9 dBmV
-3.3 dBmV
-3.9 dBmV
-3.4 dBmV
-3.4 dBmV
-3.7 dBmV
-4.4 dBmV
-4.5 dBmV
-4.1 dBmV
-3.9 dBmV
-4.1 dBmV
-4.5 dBmV
-4.7 dBmV
-4.8 dBmV
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
17
18
19
32
34
35
36
38
39
40
41
42
43
44
45
37
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
579 MHz
585 MHz
591 MHz
459 MHz
465 MHz
471 MHz
477 MHz
435 MHz
441 MHz
447 MHz
453 MHz
405 MHz
411 MHz
417 MHz
423 MHz
690000000
41.3 dB
41.6 dB
40.7 dB
42.8 dB
42.6 dB
42.5 dB
42.4 dB
42.7 dB
42.6 dB
42.8 dB
42.8 dB
43.0 dB
43.0 dB
42.8 dB
42.7 dB
40.6 dB
-4.8 dBmV
-5.0 dBmV
-5.0 dBmV
-2.7 dBmV
-3.0 dBmV
-3.2 dBmV
-2.9 dBmV
-2.7 dBmV
-2.9 dBmV
-2.6 dBmV
-2.5 dBmV
-2.7 dBmV
-2.8 dBmV
-2.7 dBmV
-2.5 dBmV
-5.7 dBmV
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM

Upstream:

Upstream
Channel Bonding Value
Channel ID
1
2
3
4
9
Lock Status
Locked
Locked
Locked
Locked
Locked
Frequency
35 MHz
29 MHz
22 MHz
16 MHz
40 MHz
Symbol Rate
5120
5120
5120
5120
2560
Power Level
45.0 dBmV
44.5 dBmV
43.8 dBmV
43.5 dBmV
46.3 dBmV
Modulation
QAM
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA
ATDMA

(edited)

Official Employee

 • 

1.5K Messages

2 months ago

 

JohnDoe83 Hello! Thank you for reaching out and we are sorry to hear that you're having issues with your internet. We also appreciate you providing great detail on what you've done so far that is a huge help! Please send a Direct Message with your full name and address and we'll be happy to take a look at your connection. Here are instructions on how to send a DM in case you need them:

 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

 

1 Message

2 months ago

Same here. I think it’s Xfinity’s unreliable Internet service. Been experiencing this just as you have. Now there’s an outage every week it seems. 

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