Contributor
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27 Messages
Internet consistently dropping out
I am hoping someone can help me. I have a Cisco DPC3941T gateway. I have the 600 Mbps level of service. Full disclosure, I also have a Synology router.
I am remote working, and I have two who are remote schooling here. Due to the nature of work I do, I am using a desktop connected via an ethernet cable to the Cisco gateway for my video meetings. (Again, more full disclosure - one student connected to Synology route via ethernet, one student connecting via wifi.) I am also using a laptop connected to wifi (although what I am doing on laptop does not require internet connection.)
We are consistently losing the internet. in the course of my four-hour meeting yesterday, I lost it at least six times, which requires me to log all the way back into the meeting and disrupt everything. Of course, the top-level boss was running this meeting.
We also consistently lose internet during the course of the day -- using an Alexa, we'll be listening to the radio (when no one is online yet), the station will drop, and we get a "I'm having trouble understanding now. Try again later."
We can rule out the Synology router as the issue as I am connected directly to the gateway.
When this happens and I look at the gateway, all of the lights on the front remain lit.
I have power cycled the gateway (multiple times yesterday), checked to make sure all the connections were tight and that there were no visual problems with the ethernet cables.
I tried chatting and finally received a call from an agent yesterday who told me that they would send a refresh signal to my modem, and over my objections, told me that since I had internet, I had no problems and terminated the call.
The continuously dropping internet is an enormous problem -- one that is now affecting my job -- and I am posting in the hopes someone give me ideas on how to narrow my problem and have proof so I can get someone at Comcast to actually listen to me and help me fix this. (Frankly, I really believe it's an issue with the cable that comes into the house but I don't know how to prove that.) I'm relatively tech savvy, but I've hit a wall and need and would appreciate any help.
ETA: And of course can't get thru chat or call back to actually speak to someone for assistance.
Thank you.
Anon57998611
Contributor
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27 Messages
4 years ago
Makes sense! Thank you!
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EG
Expert
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110.4K Messages
4 years ago
I am going to try re-escalating this. We've been told by the powers that be that they are currently shorthanded due to the holidays.
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CCMorgan
Gold Problem Solver
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3.3K Messages
4 years ago
Hi, Anon57998611. So sorry to hear about your connectivity trouble. You came to the right place for help. Thanks for patiently waiting! Please send me a PM with your first and last name, we will go from there.
To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.
Thank you. Talk soon.
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Pwarnick
New Poster
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1 Message
4 years ago
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Anon57998611
Contributor
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27 Messages
4 years ago
It isn't fixed yet. It's really a hassle.
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Sh00ter
Contributor
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22 Messages
4 years ago
I'm having the exact same problem with my Xfi box constantly losing signal and Comcast being unable to reboot. Then issues with my X1 box. Get "unable to connect with the internet" so I cannot use any remote function. Coax from wall to splitter then coax from splitter to Xfi and coax from splitter to X1 box. If I can't watch tv without having a internet connection I'm getting rid of it all! Having a second tech come out tomorrow after the first one "fix" signal issue two weeks ago.
still...why can't I watch live tv without having to be connected to the internet? Nobody can answer
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Anon57998611
Contributor
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27 Messages
4 years ago
My television isn't affected, but I don't have X1 - I have the old stuff.
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Sh00ter
Contributor
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22 Messages
4 years ago
I told the "troubleshooter" that I may have to go to the old dvr box and was told "we don't advertise them anymore". Guess I'm out of luck.
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Anon57998611
Contributor
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27 Messages
4 years ago
Sorry, I'm holding onto mine. I can't get X1 where I am!
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XfinityJosephA
Official Employee
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1.7K Messages
4 years ago
u/Pwarnick, I'm sorry about the connection issue but we can help get this issue fixed. If you select my name you will see a send message option. Use this feature to send your name and service address so we can help and take a closer look at your connection.
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NDavis77
New Poster
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1 Message
4 years ago
I am also having issues, 15 dropped connections in 24 hrs. Had a tech come out last month. He was knowledgeable and made some repairs, ran through more possibilities that I can do on my own, but it hasn't helped.
HELP please!
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Trygves
Contributor
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14 Messages
4 years ago
You are not the only person with this problem. I have the same and have changed modems 3 times (at $175.00 each time) and the problem still persist. I have used ARRIS SVG2482AC and all of them act the same way with Comcast. ARRIS technical support assures me that it is a Xfinity problem and not a modem problem. Xfinity has been here multiple times and checked the signal purity and levels and all are within spec. The get new IP happens every 12 hours which adds to the mystery. Xfinity has now asked me to replace the 3.0 modem with a new 3.1 to see if that resolves my problem. Very strange that there are so many users with the same problem as found on different forums. The problem starts with the mta0 getting new IP, which is the phone. Xfinity tells me that they are not renewing the mta0 IP every 12 hours.
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Trygves
Contributor
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14 Messages
4 years ago
I have the same problem as you do. ARRIS has told me that upstream power lever for best operation should be between 45 - 50 dBmV and downstream 0 +- 3 dBmV.
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