6 Messages
Internet Connection Dropping Several Times For Months
We have had Xfinity for a while now and believe it or not, they are the best ISP for our needs and our area. We both work from home and this is now starting to interfere with our work as it is happening very frequently and interrupting executive meetings that we each host for our roles. We've been poking through the forum and came across this recommended post for troubleshooting. It was very helpful! It has not solved our problem but it did give us an idea what info is needed to move forward with troubleshooting. We are armed with the information and want to make your job(s) as easy as possible. Below are the recommended things to check from that post and our follow up. Please, can someone assist?
Check if there is a service interruption
There has not been any service interruptions.
Recent changes in your service
Only change we had was swapping our personal equipment for yours in hopes the problem would be corrected (it wasn’t).
Verify equipment/operating system meet minimum system requirements
We do not think it’s equipment specific, happening on ALL devices at the same time, both hardwired and wireless.
Verify modem compatibility
Modem is compatible, picked up directly from agent at the Xfinity store.
Determine if your problem is router-based or modem/signal-based (not applicable to gateway devices)
N/A – have gateway device
Reset your equipment
Have tried this more times than a customer should.
Pay attention to the lights on the front of your modem.
Gateway is solid white light.
Check your signal levels
We don’t know what to do with any of the info below but these are our stats.
Downstream
Upstream
SNR
Upstream Receive Power
Check Codewords (Restarted Modem Last Night)
Check the event log
Inspect cabling, Check F-Connectors , Check the quality/status of all splitters
We took out all the splitters and connectors. We have a line straight from the pole into the house, into the Gateway.
Examine IP lease times
Verify your speed tier
Do you need this? We are not concerned about speed, we just want to stay connected.
Security Software
This is happening with all devices. Not a specific device with specific software.
Traceroutes and ping tests
EG
Expert
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104.4K Messages
10 months ago
This may or may not be the root cause of the problem (YMMV) but it should be addressed regardless. The downstream power is too high and the upstream power is too low. For this one, it's probably best to get a tech out to properly balance the line.
(edited)
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DrewCourt
6 Messages
9 months ago
I just wanted to follow up on this post in case anyone was following. I was able to contact Thomas privately and at the time, no network issues were found. We gave it a couple days and it was fine. Then it started dropping again and we got a tech out here. He ran new line from the pole to the house and in the house. He also fixed the upsteam. It started dropping again that afternoon. Today it has dropped a few times. Lately, my neighbor and I have been texting when each of us goes out. It makes us feel better that we are not alone and crazy as our outages are at the same time. I think at this point, it's not specific with our houses, it's somewhere else within the network. However, to prove that is just about impossible, so tomorrow my neighbor has a consult with a competitor, and I asked for them to stop over at my house when finished. A neighbor down the road already has service with the competitor, also works from home, and never has issues. I can't afford to keep dropping from meetings and I can't justify paying what I do for service that inconveniences me at the most awful times.
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