L

Visitor

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3 Messages

Monday, April 10th, 2023 6:41 AM

Closed

Internet connection keep Bouncing (disconnects and reconnects many times consecutively)

For the last year, I had and Xfinity Modem.

During this time, the internet speeds would nit be able to maintain more than 1 device streaming data (Video services, Games, And other applications).

To remedy this, I purchased my own Motorola MB7621 Modem. This fixed the issue for about a week.

I verified, and we were able to stream on all of our devices simultaneously without any issue.

After about a week, we started getting intermittent connectivity issues in all of our devices, regardless of what we were attempting to access.

The devices that I have:

Xbox One

Playstation 4

Smart Tv

Work Laptop

2 Desktop PCs

3 Android phones.

Every time I have had to call Comcast, they insist on a Modem and router reset.

After 3 more months, one if their CSRs told me that my Modem wasn't compatible, so I switched back to an Xfinity Modem, and the issues are still persisting.

I have had 2 onsite techs replace the cable from the Xfinity box to my modem, and replace the splices on the line. The second tech was still onsite when the internet dropped again, and has told me that he put in a work order for one of their advanced technicians to investigate the ground line and box on their end, but its been over a week, and I haven't gotten any updates. Meanwhile, this issue is so bad that I haven't been able to work at all in almost 2 weeks.

I've investigated other ISP options for my area, but they don't provide service to my apartment for issues varying between "can't aim the dish to the correct orientation", all the way to "the phone lines in the building won't carry enough signal."

I don't know what to do, because this issue is putting me in a place where I am about to lose my job, and because if health and financial issues, I'm not able to do work that isn't remote.

Visitor

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3 Messages

2 years ago

Current home networking equipment:

Xfinity series 8 modem

Netgear Nighthawk AX12

Cat7e and Cat8e cables

New Problem Solver

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318 Messages

Hello @LD2Hunter, thank you for taking the time to reach out to us on the forums. I can understand the frustration this would cause, especially when it impacts your job. This is not the experience we want you to have with your service. We would be happy to review the account and see what we can do to help. Please send us a direct message with your full name and address to get started.

 

To send a direct message: 

 

  1. Sign into the community. 
  2. Click the message count or envelope icon to go to our private message inbox 
  3. Click the New Message icon. 
  4. Enter Xfinity Support in the Send to field. 
  5. Type the reply in the Message box. 
  6. Click Enter to send your message. 
  7. You can see your back-and-forth messages with any user by clicking the messages.

I no longer work for Comcast.

Visitor

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3 Messages

2 years ago

I've had to call Support again, and found out they've closed the existing CR tickets, siting "refused service" as their resolution code.

I have not once refused service...

Visitor

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7 Messages

2 years ago

Why do you do this "private message me" thing when this is supposed to be a forum to help everybody?

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