4 Messages
Internet cuts in and out all the time
I have had Xfinity internet for a little over 2 years now. I use the 1000mb plan currently with a Netgear CM1200 docsis 3.1 modem and a TP-LINK Archer AX11000 router. The first 6 months or so the internet was fine. All of a sudden after that we started having issues with the internet dropping out constantly. At the time I believe I had the 600mb plan, so I upgraded to the 1000mb thinking that maybe we just had too many devices connected and our internet speed wasn’t high enough. From here we begin to have even more connection issues cutting in and out multiple times a day. Sometimes it’s out for a few minutes and sometimes it’s out for as much as a half hour. Restarting the router and modem occasionally fixes the problem but only for the moment.
They finally sent techs out multiple times and all tried different things. Speeds and connectivity would improve, but after a few days we would be back to constant drops again. Finally they replaced literally every single cable from the coax all the way to the pole in our backyard so that literally every single thing was brand new. And we are still having the same issues.
I’m tired of speaking with someone who barely speaks English and them telling me “have you tried restating your router and modem.” The techs can’t figure out the issue. Is there any suggestions out there or something I could try? I’ve also replaced the router once to see if that could’ve been the issue. I’m considering a new modem just in case I somehow got a dud? But I hate dumping more money into a problem that may just be from an internet company that isn’t that great. Any help would be greatly appreciated!
Lucy-Heartfilia
7 Messages
2 years ago
Try this go to router settings find mtu size default should say 1500, change to 1472 save and reboot both modem and router, if this doesn't work try using an different cat6, 6a or 7 from modem to router
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BruceW
Gold Problem Solver
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26.6K Messages
2 years ago
Perhaps not the source of the problem, but note that the CM1200 data sheet at https://www.downloads.netgear.com/files/GDC/modems/CM1200_DS.pdf says "Certified with Xfinity with speeds up to 800Mbps", and Comcast rates the CM1200 for use with plan speeds "up to 949 Mbps". Using devices on speed tiers for which they are not approved tends to produce unexpected results, often speeds well below the manufacturer's rating. Consider picking up one of the devices on https://www.xfinity.com/support/devices/ that is approved for Gigabit service, or dropping back to a lower tier.
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user_6ff0a4
1 Message
2 years ago
I have xfinity and it won't let me watch anything
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XfinityLinda
Official Employee
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2K Messages
2 years ago
Thanks, @Lucy-Heartfilia and @BruceW!
@User12345671219 Thanks for connecting with our community. Please try these suggestions and let us know how it does.
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user_NA
Contributor
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15 Messages
2 years ago
The issue is they might of hooked someone up recently to your spigot and if it is not done properly it could be causing line signal issues like either your getting too much or too little. There a tolerance in the signal that has be matched in order for you to receive proper signal and only a tech could fix that for $39.99
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EG
Expert
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112.3K Messages
2 years ago
You need to keep leaning on them until things get fixed properly ! Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it up to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.
Good luck !
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