Skip to main content

    Support

    Offers

SoDugger's profile
SoDugger
1st Reply
1st Topic

Frequent Visitor

 • 

8 Messages

Thursday, September 1st, 2022 3:50 AM

Closed

Internet Hiccups Happening frequently

okay, I'm going to try and put as much information as I can. 

Our internet connection hiccups causing disconnections from online applications, It can happen as often as every few minutes, or ever few hours. This has been happening pretty regularly since we moved into our house in 2019. I have tried to have the Techs look into this and because at the time I was using my (perfectly good) own modem, they would always point to that as the issue. Now, I have the xFi gateway, And the issue persists. The Issue, Is either, Old Lines causing noise (The lines on the house are more than 20 years old) OR It's a provisioning issue that they refuse to fix.  

when these Hiccups Occur, My upload SNR jumps up out of spec for a moment and some or all of the upload channels list as "Not Locked"  This is Consistent as I have been keeping the gateway connections page up and taking screenshots to prove that it's actually happening. (It never happens if the tech is here)  Here are those Screenshots. 

And here is the same page 2 min later, Showing correct numbers in spec
I would love to post logs for you but the xFi Gateway does not keep or record logs that I can see, the only information available under the logs section, are my logins. 
So, I was originally told that perhaps switching to the xFi Gateway would help, I did that and it did not help. I need a tech who will listen to me and not ask me to powercycle my equipment for the 40th time. 

Question

 • 

Updated 

3 years ago

476

1

0

XfinityPeterH

Official Employee

 • 

2.1K Messages

3 years ago

Hello @sodugger and thank you for your post. We will be happy to help you. Sounds like we might need to set up a new appointment for an expert tech to come help. Please send us your full name and complete address in a direct message:

(Full credit to @BruceW for this excellent explanation!) 



"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:



  • Click "Sign In" if necessary





  • Click the "New message" (pencil and paper) icon



  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there



  •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list



  •  - An "Xfinity Support" graphic replaces the "To:" line



  • Type your message in the text area near the bottom of the window



  • Press Enter to send it



See https://comca.st/3Q7uTzG for an example.


1

0

SoDugger

Frequent Visitor

 • 

8 Messages

@XfinityPeterH​ 

Thanks so much for the information! I will try this tomorrow!

3 years ago

0

forum icon

New to the Community?

Start Here