RT

Thursday, February 29th, 2024 12:34 AM

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Internet keeps disconnecting every day while on work calls.. this is happening about every hour!! Xfinity Support Needed!!

I have been having this issue for the last 3-4 weeks. I changed from a different internet provider given how spotty my connection had become and they couldn't offer a single solution besides "Increase your speed and do not use a VPN"... (which I don't use). I work from home and I am experiencing constant disconnects about every 30 mins to an hour where my zoom and teams calls go on hold for about a minute while the gateway regains internet connection. All my devices disconnect from the network, and state "no internet connection" while the status light on the Xfinity Gateway starts blinking.    

I have tried all standard troubleshooting procedures, restarted the gateway, modified gateway configurations via the gateway portal, and nothing has changed. This is not a bandwidth issue, this is an equipment/network issue and Support from actual technical person is needed!!

There has to be a way to make a complaint further up the ladder instead of the normal chat queues where I try to explain the issue, they tell me they have done everything they can, and leave while the problem remains. Please if anyone has any ideas of how to move forward let me know. I do most of my work from home and need the internet to work, especially during client meetings. We pay real money for these services and you would at least expect them to work as intended when needed. 

Accepted Solution

Expert

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110K Messages

1 year ago

What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1 

Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.


What is the exact make and model number of the modem / gateway device ?

Are these all  WiFi connections ?

5 Messages

@EG​ Thanks for your response - Here's the requested information: 

Gateway make: Technicolor
Gateway model: CGM4331COM

I also have a ONT (Model: NKFN11AEL)

I am unable to see the connection stats from the gateway admin console:


Official Employee

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2.1K Messages

 

ricardo.t94 We would be happy to take a closer look into why the service keeps dropping for you, and work towards getting it fixed. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

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

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

5 Messages

@XfinityEricB​ - Thank you. I have reached out directly with the requested information. 

5 Messages

Issue was resolved via direct chat. Thanks!

Expert

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110K Messages

1 year ago

From your original post, it wasn't evident that you are on FTTH / FTTP service. That changes the game. 

I'm going to escalate the issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. 


You should get a reply here in your topic. Good luck !

5 Messages

@EG​ - Hello. Thanks for escalating this. I'm still waiting on additional guidance/communications from the xfinity team. 

Expert

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110K Messages

1 year ago

Quite welcome ! That employee requested the direct message 6 days ago. If you just sent it an hour ago, hang tight.

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