Fixing Your Daily Internet Drops

I understand how frustrating it is to experience multiple internet drops throughout the day, especially when your modem appears to be working properly with the white light on. The fact that your neighbors are experiencing similar issues strongly suggests this is an area-wide problem rather than an issue with your specific equipment.

What's Likely Happening

Based on similar cases in your situation, this is likely a neighborhood node or line issue that:

• May have occurred after recent network maintenance or upgrades in your area
• Could be related to signal fluctuations that don't trigger official "outage" alerts
• Is difficult to diagnose during a service call if the internet is working at that moment

Steps to Resolve This Issue

1. Document the Problem

• Keep a log of exactly when outages occur (date and time)
• Note how long each outage lasts
• Record if any pattern exists (specific times of day, during high usage periods, etc.)
• Take screenshots of your modem status page during an outage if possible

2. Check Your Home Setup

• Eliminate any unnecessary coax splitters in your setup (each splitter weakens the signal)
• Ensure all coax connections are tight and free of corrosion
• Check for any damaged coax cables (kinks, sharp bends, exposed wiring)
• If you have unused coax outlets, consider placing 75 ohm terminator caps on them (inexpensive fix that has helped some customers)

3. Get Effective Support

• Call Xfinity during an actual outage if possible
• Specifically mention that:
  • Multiple neighbors are experiencing the same issue
  • The problem is intermittent but occurs multiple times daily
  • You suspect it may be a node issue in your neighborhood
• Request that they check the signal levels coming to your home
• Ask them to check for "T3/T4 timeouts" or "uncorrectable codewords" which indicate line problems

4. Escalate If Needed

• If the first support agent doesn't help, politely ask to speak with a supervisor
• Request a technician visit specifically noting that it's an area issue affecting multiple homes
• Ask them to check connections at the neighborhood node or box
• Mention that previous customers with similar symptoms had their issues resolved when technicians identified and repaired problems at the headend or node

Why This Approach Works

From analyzing similar cases, I've found that intermittent drops like yours are often caused by signal issues at the neighborhood level. One customer reported: "My local team was contacted about my internet dropping randomly. They found that there was an issue with a node after maintenance work was completed. The problem was corrected by their team."

The key is persistence and proper documentation, as intermittent issues are the hardest to diagnose but typically have solutions once properly identified.

Would you like more specific information about any of these steps? I'm happy to provide more details on how to document the outages or what specific information to provide to customer service.

@user_4737eb @XfinityJustinM 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.