1 Message
Internet drops
My spouse and I both work from home, and we are experiencing numerous intermittent internet drops.
Our router/modem has been replaced multiple times over the past few months. When the internet drops, it affects all devices- phone, streaming tv, computer connectivity, everything. When it drops, we can still 'see' our local network (the 'baseball' diamond) and we will often get the error message stating "The Wi-Fi network <name of our home network> does not appear to be connected to the Internet."
When we lose the Internet, it typically recovers quickly, but it can drop out six times in an hour. If you're doing Zoom/Teams calls and talking to customers or doing product demonstrations, it is extremely frustrating and makes my business look bad to my customer. This adversely affects MY business.
Reliability is extremely important to me and my business. When we first started using Xfinity for Internet it was very reliable and predictable, but over the past months this has become an untenable situation.
We had an Xfinity supervisor come out one time and he replaced the modem/router and told us that it's an equipment issue. That many of the modem/routers get recycled, but during the recycling process they're tested and if they don't immediately fail they go back into the inventory. He tried three different modem/routers before we settled on the one to use. That worked fine for a few weeks, but then started failing and was replaced (once again) two weeks ago. This most recent modem/router is now failing on a regular basis and we are back in the same situation.
XfinityMarcos
Official Employee
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2.4K Messages
9 months ago
Hello user_izvfa2, I totally get how important this is for you, and I appreciate you taking the time to express that important for your business. I'd love to work with you and do all I can to find a resolution. It's possible the issue isn't with the equipment and possible upstream, but we can look more in to this together. I do have a few clarifying questions to make sure we understand the full scope. Are you using a standalone/personal router along with your modem? Also, are you seeing these drops over Wi-Fi, ethernet, or both types connections?
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user_j6df1t
11 Messages
8 months ago
Any update? I am having the exact same problem - 3 visits from Comcast techs so far and now waiting on "plant network" team to act, as they have determined it is not my home. I'm hoping maybe they came up with something my team has not yet tried.
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