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Friday, October 18th, 2024 4:36 PM

Internet Drops - please help resolve ongoing issues

A bit long but want to be clear.

My internet and cable service has been up and down constantly for months.  Drops off multiple times per day (10+) for anywhere from 5 to 20 mins or more.  We have had techs out a few times and they do things and service will improve for a few hours or a day and then start failing again.  Latest example below.

  • Internet dropping constantly as above and intermittent high pixelation on cable channels.
  • Tech was out Monday this week and said something about low signal.
  • Replaced the cable from the overhead connector at the pole to my house demarc.  Ran single cable, no connectors.  Said it was kinked and wrong type of wire.
  • From previous tech's recommendation, I have also replaced cable from demarc through attic and dropped to equipment.  Single cable, no connectors or splitters.
  • Only splitter is on end of cable next to equipment with short cable connecting to cable box and router.
  • After Monday visit, all was working and no drops noted until next morning.  Drops returned and got more frequent over next 2 days.
  • By yesterday (Thursday), the service completely stopped and was down most of the day.
  • Thursday evening I connected the interior cable direct to router (eliminated splitter) and it connected and worked well.
  • Replaced splitter with new identical spec unit (Antronix CMC2002H-A 2-Way Horizontal Splitter -3.5dB 5-1002 MHz) and everything worked well again (cable and internet)
  • Within 3 hours issues returned.  Internet drops every 20 mins for a few mins and pixelation returned to tv.
  • Reconnected cable direct to router only and no improvement.  Still dropping periodically today.

Note we had significant storm damage from hurricane Beryl a few months ago in the neighborhood (although not my house or immediately surrounding overhead lines) and I would say the problem has been worse since then but did exist before.

What can I do to get this resolved?  Don't have many provider options here unfortunately.

Official Employee

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2.7K Messages

15 days ago

@user_khxuxr Thank you for reaching out to us today over our Xfinity Community Forums! Please remember that sending unsolicited direct messages to an Official Employee of the Xfinity Help & Support Forums is a violation of Forum Guidelines. In the future we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message.

I truly appreciate you confirming the troubleshooting steps that you have taken. Since you have had a technician out and have done quite of bit of troubleshooting I'm going to continue to work with you via DM, it sounds like we may need to get a technician out again to take a look at the lines and see where the issue is. 

Expert

 • 

106.9K Messages

15 days ago

@user_khxuxr @XfinityBillie 

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.

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