Visitor
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1 Message
Internet Frequently Dropping
My internet is dropping several times a day and I have been through the troubleshooting several times now and it’s still happening at least 8-10 times per day. I work from home and depend on my internet to work. This happens during several meetings a week and is effecting my ability to work. Had anyone else experienced this and found a fix or a way to get Xfinity to investigate?
user_db1346
Contributor
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33 Messages
1 year ago
They're going to tell you to direct message them and then never respond. I'm having the same issue.
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EG
Expert
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101.7K Messages
1 year ago
@user_607d99
Please start here if you wish;
https://forums.xfinity.com/conversations/your-home-network/connection-troubleshooting-tips/602da777c5375f08cdea3db9
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user_0ef58c
Contributor
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128 Messages
1 year ago
If you get the chance please post a traceroute to xfinity.com
Yea my current theory is there's some compatibility issue while they upgrade areas. And they keep giving us the runaround until everything gets upgraded. They keep telling me they're monitoring my connection. There's nothing to monitor: they should be at the step of trying to isolate where the drops are coming from. Good luck.
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EG
Expert
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101.7K Messages
1 year ago
@Hemingray42
FWIW. If you are interested in this, please see this thread by @user_0ef58c for reference;
https://forums.xfinity.com/conversations/your-home-network/1061xy-ip-my-equipment-or-xfinitys/6352a5be2ff2c66589012f6e
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hawke_114
Visitor
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13 Messages
1 year ago
Similar issue here. Last week Xfinity alerted me to "upgrades being made in my area" ever since I get packet loss 24 hours/day.
During an 8 hour workday I lost connection to zoom/teams meetings during each spike on this graph, so I had maybe 3 hours total of stable internet access today...
Each spike being anywhere from 30 seconds of solid packet loss to a minute. One incident captured on MTR below.
(edited)
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Mr.B
Visitor
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7 Messages
1 year ago
Have a little more concrete timing on when things kinda started going downhill, almost looks like beginning of November. Not sure if you guys noted the same thing but the Internet is mostly unusable at this point, replacing a splitter inside the house today and will make sure it's not that before reaching out to Comcast support. Something is definitely going on. Also talked to a buddy about hop 2, it's just a local network for Comcast. Could be a switch or something, so the traffic goes from my local GW out to a Comcast owned switch and then from there goes out to the 'internet'.
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EG
Expert
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101.7K Messages
1 year ago
FWIW. Only a Comcast Network Engineer or possibly a Headend Technician could speak authoritatively about what that device actually is.
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EG
Expert
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101.7K Messages
1 year ago
Completely understood. I feel your pain.....
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RavenDynamics
Visitor
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1 Message
1 year ago
I've been having an issue exactly like this for an entire month now after the area network team did work in my area to prepare for next year's fiber optic rollout. Devices reset and power cycled multiple times, modems swapped out, every single possible thing I can do on my end done... and it still happens multiple times per day where I suffer packet loss and miss entire chunks of video call conversations while working, in addition to being dropped from online multiplayer functions on my off hours when I'm trying to relax.
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CCJimmy
Problem Solver
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492 Messages
1 year ago
Hello @user_607d99, thank you for taking the time to reach out to us. We will be happy to help with your connection issue. I appreciate the troubleshooting that you've done on your end. We will take a further look into things. Can you please send our team a direct message with your full name and full address? We look forward to speaking with you!
To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
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Jlavaseur
Problem Solver
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931 Messages
1 year ago
IPv4: 10.61.154.*is Private Use IP.
10.61.154.*is an intranet IP address, which is usually allocated to mobile phones, desktops, laptops, TVs, smart speakers and other devices. The intranet may also have another IP 10.61.154.1, which is usually used as an external gateway, this device is generally a WIFI wireless router or a switch with networking routing function. If you want to log in to its web admin interface, please click http://10.61.154.1 or http://10.61.154.131 try to enter, you also need to provide a username and password, you can also click 10.61.154.1 for more details. interesting.....
(edited)
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Mr.B
Visitor
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7 Messages
1 year ago
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hawke_114
Visitor
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13 Messages
1 year ago
It looks like some people are getting responses directly from Comcast. Has that helped at all? I'm still getting outages almost exactly every two hours during the day, and almost every hour after 11 pm.
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user_215fc6
Visitor
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1 Message
1 year ago
Having the same issue for the past month. With more people working from home, this is ridiculous from an execution and communication perspective. I have gone through the troubleshooting, and have bought 4 different mesh routers, to regain some stability. It hasn't worked and I can't get through a single MS Teams/Zoom meeting without poor connectivity and drops. I have to join through my phone, off of WiFi to work.
And it doesn't help that XFinity has made it increasingly difficult to get a hold of live techs...If I had another viable ISP in my area, I would have switched ISP.
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