vikramgopalan's profile

New Poster


1 Message

Thu, Oct 1, 2020 7:00 AM

Internet connection dropping

We moved to a new location about a month back and things were mostly okay. Around a week or so ago, our gigabit internet connection started to drop. The only way out was to reset the modem and router. 


the frequency of internet dropping connection has increased dramatically today. Can someone help?


Modem is Arris surfboard, netgear wireless router.






Gold Problem Solver


22.3K Messages

8 m ago

Please see Internet Troubleshooting Tips. If you still need help, please post:

  • your modem or gateway's model number
  • downstream power levels and SNR
  • upstream power levels
  • error log

Official Employee


6.7K Messages

7 m ago

Hello vikramgopalan. We appreciate you visiting and posting on our Forums. We're sorry your internet has not been reliable. I can help with troubleshooting your internet connection. To get started, please send me a private message and include your full name sand service address so I can access your equipment. To send a private message: click my name (ComcastJoeTru) to view my profile. Then click the link that says "Send a message" and there you can private message me. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Regular Visitor


3 Messages

7 m ago

Hello, @vikramgopalan can you describe your error in more detail? When your connection drops and you are in your browser do you get this message? “ERR_NAME_NOT_RESOLVED”

Do you have the XB6 xFI Advanced Gateway? 

If so probably related to the same issues I am having. I wrote a post as well describing more info with DNS issues:


Note - I am not a Comcast employee and have been trying to get a Tech that understands 😓

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