bman2211's profile

Visitor

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2 Messages

Friday, February 14th, 2025 3:42 AM

Closed

Internet constantly dropping in cold temperatures

I'm having an issue where my internet keeps dropping when temps fall below 15-20 degrees Fahrenheit. Its definitely cold weather related as the minute temps drop below 15-20 degrees, the issues start again. Had a cold stretch a few weeks ago and had a tech come out. Initially insisted it was my Netgear modem. I had already ruled that out since I bought a new modem and was having the same issues. However he still insisted that was the issue because he was "seeing good signal" at the modem outlet. Went to his truck and got an Xfinity gateway and set it up and had it added to my account. Still didn't work, so he insisted that Xfinity gateway must be bad also and went and got another one.  Still did not fix the problem and ended up checking all connections entering house and replacing a splitter in the basement where the service entered the house.  Still not fixed. Came out the next day and ran a new cable from the pedestal to the house.  By that time, the weather had warmed up above 20 degrees and the internet drops stopped. The next day temps dipped again and the drops came back.  

Although the tech "sees good signal" with his equipment, when I log into the modem I see that I'm losing downstream channels (multiple channels not locked) as well as I'm seeing SNR levels changing up to 4 or 5 dB on the same channel within a minute. Power levels are generally more stable even when SNR dB jumps. There are also a lot of Uncorrectables.  Power levels on each downstream channel range from about -3 dBmV to 0 dBmV. SNR levels range from 31.5 dB to 37 dB but all fluctuating.

Any thoughts on what could be causing this? I'm assuming it has to be an issue with an upstream device (tap, etc.) but its extremely difficult to 1) be able to even talk to an agent and not get stuck in an Xfinity Assistant AI loop and 2) convince them the problem isn't in my house or with my equipment without having to 'troubleshoot' everything all over again and again. I reached out to the previous tech the day after he was here when the issues started up again when temps dropped and he was going to escalate to his supervisor, but then I never heard another word and stopped getting responses. That was a few weeks ago and temps have been warm enough that I haven't had any drops until today again.

Official Employee

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2.1K Messages

2 months ago

 

Thanks for posting on our Community Forums, bman2211. I'm sorry to hear about the connection issues when the temperature drops. I can imagine how frustrating it must be, and would like to help get to the bottom of this. It sounds like you've done most of the troubleshooting we recommend to start with, so, let's take a look at the signal on our end. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

 

 

 

Official Employee

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2.1K Messages

2 months ago

 

Thanks for allowing us to help with your service concerns bman2211. I'm glad the tech was knowledgeable and found what was causing the drops. Now that your issue is fully resolved, I will mark this post as solved. Don't hesitate to create a new public submission if you need anything else. Take care! 

 

Expert

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109.8K Messages

2 months ago

@bman2211 @XfinityDilary 

If known. Would you please share with the community what the solution for this issue was so that all readers here may benefit from it ? Thank you.

Visitor

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2 Messages

The service tech that came out immediately found an issue at the tap at the street that was affecting my house and my neighbors house. Not sure why the 1st tech that was out a few weeks ago did not see that.  This tech also confirmed that the issue was not present at the neighbor across the street, so it limited the issue to my side of the street. He submitted a ticket for a line crew to come look at the taps. Within an hour and a half the crew was at the end of the street investigating. I got a phone call from the crew a short while later and they explained that they immediately found a bad amplifier at the main line tap and were able to replace it. The signal has been rock solid since the amplifier replacement even with single digit temps. 

Its been very frustrating trying to deal with the 'typical' support paths (especially Xfinity Assistant and any agents you get connected to from there), but I want to send a shout out to the Xfinity support team on this forum that took the time to understand the issue, get a tech scheduled quickly and add the proper notes in the ticket so the tech understood the issue and what was already done to troubleshoot.  

Expert

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109.8K Messages

2 months ago

Hi @bman2211 

Thank you very much for replying with that info ! Glad that things got squared away ! Be well !

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