2 Messages
Internet Constantly Dropping Temporarily
For the past few months, the internet will drop frequently throughout the day at sporadic times. Sometimes multiple times within an hour, sometimes multiple hours in between. It never lasts long, <30 seconds at most, but it is always long enough to disconnect us from whatever we are working on. There is no pattern in usage or time for these drops. They happen both when connected to Ethernet and Wi-Fi. There were many months where these drops didn't occur, and then all of a sudden they began and have not let up since.
I have restarted the gateway multiple times by unplugging it and plugging it back in for varying amounts of time, up to 10 minutes. I have restarted it through the router settings on my computer as well. The coax cable also appears structurally fine and well maintained.
The downstream power level hovers around 2 dBmV and the upstream power level hovers around 40-45 dBmV
This gateway is relatively new, barely a year old and there have been no firmware updates available.
Is the next thing I can do to call a tech here to inspect it?
user_noi76k
1 Message
4 months ago
I have been having the same issue. I'll just lose internet for a few minutes then it will come back up. All my connections are "hard wired".....not using WiFi at all.
I don't even have the technical know how to troubleshoot
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user_5a9vp3
1 Message
4 months ago
Same here, all my connections are hard wired as well. It's been happening for the last 2-3 weeks.
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XfinityAldrik
Official Employee
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1.5K Messages
4 months ago
Thank you for reaching out to us @user_pb530h! I appreciate you for confirming this is happening on wireless devices and hardwired devices. Are you using a rental xFi Wireless gateway or personal modem? If you are using your own modem do you have a personal or standalone router connected to the modem?
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user_tsr27r
3 Messages
3 months ago
I'm having the same issue over and over again every day. I have been keeping a running log of this issue. It constantly happens throughout the day, but is worse at certain times like around 8:30 am to 9:30am, again around 12:30 pm to 2 pm, then again between 630 pm up to 9 pm, then again around midnight. This only became a real issue for me about 2-3 months ago. I have exchanged the xfinity router 2 times from the original one issued to me. No difference. I used to be able to stream TV and use my tablet or mobile phone all at the same time and cannot any more. I've run the troubleshooting through the app, and reset the modem multiple times. No change. I have an appointment scheduled with a tech for June 18, but what good will that do, if the problem is not with my equipment or something to do with the neighborhood lines? It just will continue to be unresolved as it seems to be for these other customers identifying the same problem here in this forum. I've even looking for this so-called direct message link provided to no avail! I realize you have your protocols that have to be followed, but it is extremely frustrating to continue to have these extreme internet problems clearly identified as not an equipment or customer problem and nothing being actively done to solve the problem!
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Xantoszz12
Contributor
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51 Messages
3 months ago
They are going to tell you to call a tech to have them come out and fix something even though it's on their end. I've been dealing with the same issue and they refuse to even put in a ticket unless a tech recommends it
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user_jofich
1 Message
16 days ago
I've been having the same issue for the last 2-3 months and just dealt with it. Did you ever find a solution? I'm at my limit. Thanks in advance.
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