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Thursday, October 26th, 2023 4:17 AM

Closed

Internet keep dropping multiple time daily.

Hi,

I'm using xfinity home wifi with 400mbps packages. The internet was working fine for the first 2-3 week, unit this happen. My internet have been dropping 10-20 times per day on all of my devices (all connected with wifi). It goes down for 1-3 secound, before it start working again.

However, the light on my modem is always a solid white. The wifi icon on all my device always show that it is connecting. I also check with the xfinity app about the speed and it always show I have 400mbps.

I keep spaming the "internet speed test" (for 5-10 min) until the internet drop happen, and it doesn't even run. Then,1-2 secound later I press restart, and it said I got 400mbps again.

This is what happen when I call customer support. They run the speed test and it always 400mbps. So unless they press run at the exact moment, my internet would look fine on their end.

I've call customer support 3 times already, and every time they would just reset my modem, but my internet still keep droping.

I've tried taking off every cable and power supply and reconnecting them multiple times now but it did not help. My devices doesn't have LAN or WAN port so wifi is my only option.

I login to the xfinity gateway and I found that I the same notice for 15 pages for only today event log. I also found that for each day I would have 10 pages of this notice. This notice is:

"IGD[10816]: config.utapi traffic stats: bytes sent 319456837, rcvd 711148677, pkts sent 1290613, rcvd 1501435"

Other stat I found is

Downstream snr: is around 40-42, power level: 2.7 - 6.00. Upstream powerlevel around 42.5 -44.7. There is close to none Correctable & Uncorrectable codewords.

I don't know if any of this is the cause of my internet issue or not. But I would I appriciate if some could help me out with this.

(edit: today I found 50389 and 19533 Uncorrectable Codewords on channel ID 46 and 47 respectively)

3 Messages

2 years ago

I am having the same issues.  So are other people in my community in different buildings, so are other relatives in different zip codes.  Something is going on.  Comcast needs to communicate whatever it is or stop the baloney.

Administrator

 • 

4.2K Messages

2 years ago

Hey, @user_117st2! Thanks for reaching out to us on the forums. I apologize to hear of the issues you are having with your services. We know how important it is to have a reliable connection these days. At this time we will need to have a closer look into the signal to see how things are looking there. If it's good there, then we might need to try and reset the wireless module to see if that stabilizes your Wi-Fi connections. Can you please click the Direct Message icon at the top right of the page, click on the pen and pad icon, enter Xfinity Support in the "To" section of the chat, and provide us with your first/last name and full address so we may further assist you?

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