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user_de669a
1st Topic

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4 Messages

Thursday, September 1st, 2022 3:01 PM

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Internet drops after upgrading to Motorola MG8702

Ever since I upgraded my modem/router I have regular Internet drops.  It happens on wired and wireless (2.4 and 5).  This happens when I stream on my PC, Flex box, Google home speaker, Amazon Alexa, etc.  When XFinity couldn't/wouldn't fix the problem, Motorola sent me a new modem/router.  Unfortunately, the problem still occurs.  It's not my PC because I can move to a new Internet (up at the lake home) and I never have any failures.  I can be on hours of video calls and there is never a hiccup.  At home, the problem happens at least once an hour and often more frequently. 

I have had Motorola look at the signal strengths and they don't see any issues.  I also don't see anything of value in the modem logs.

An XFinity technician says it's not their problem because he can ping my modem while the drops occur.  I don't know where to turn to other than change my ISP to Centurylink or Verizon 5G.

Question

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Updated 

3 years ago

1.1K

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mjkeaa

Contributor

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14 Messages

3 years ago

Can you login to the router and view the event logs?

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user_de669a

Visitor

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4 Messages

@mjkeaa​ There is nothing in the logs when the drops occur.  

3 years ago

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mjkeaa

Contributor

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14 Messages

3 years ago

It was sounding a lot like my recent post about the same issue, but my event log is filled with dhcpv6 errors. 

Hope you get it figured out.

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user_de669a

Visitor

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4 Messages

@mjkeaa​ Thanks.  Me too.  I have been working this issue for months (no kidding) and have yet to get it fixed.  I cannot believe that two Motorola modems would be bad.

3 years ago

0

XfinityRaul

Official Employee

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1.9K Messages

Good morning, @user_de669a. I'm sorry to hear you're still experiencing connectivity issues even after receiving a new modem. I'd like to review your account to see what we can do to get this resolved once and for all.

 

In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

user_de669a

Visitor

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4 Messages

Thank you.  I just sent the message.  If your support team looks at my account, you will find that I have been trying to get this issue resolved for several months.  The last technician at my house said that he saw lots of noise on the connection all the way back to the pole, but I was later told by another person at XFinity that the noise wasn't an issue.  That baffled me since the technician at the house was convinced it was enough to periodically knock my internet off.

3 years ago

0

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