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user_3h337c
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Sunday, June 2nd, 2024 1:08 PM

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Internet repeatedly drops out

My internet service repeatedly drops out during the day. Seemingly random intervals and duration. Sometimes 10-20 seconds. Sometimes 5+minutes. I’ve tried different locations in the house, including directly to the wire coming into the service box on the outside of my house, makes no difference. Tried with and without the filter, no difference. On my 3rd modem hoping that was the issue but clearly it’s not. I’m convinced it’s nothing on my end but all I can get troubleshooting online is reset my modem and then have a tech come to my house. Problem is they see it working and cancel the appointment. 

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Updated 

1 year ago

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EG

Expert

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110.4K Messages

1 year ago

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XfinityChristy

Official Employee

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2K Messages

1 year ago

 

user_3h337c Thank you for reaching out via our Xfinity Community Forums. I appreciate the details you have provided. You are in the right place to help get this connection issue resolved. I work from home so I understand the need for a consistent and strong connection. To get started, please send us a direct message with your full name and address.

 

 

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EG

Expert

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110.4K Messages

1 year ago

@XfinityChristy 

Why does this have to go private at this point ? That kind of defeats the purpose of a public help forum such as this is, no ?... The poster hasn't even returned yet to give feedback after they were given tips..... Why not ask some general self troubleshooting things first which is in keeping with the intent of what these public help forums were designed for so that all readers here may benefit. 

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user_3h337c

4 Messages

I have to agree with this comment wholeheartedly

1 year ago

XfinityChristy

Official Employee

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2K Messages

EG & user_3h337c  I asked for a private message because of the details provided in the original post. From my experience, there is noise in the line and a maintenance tech will need to be scheduled to look at the wiring outside the home.  

 

 

user_3h337c I received your direct message and will continue our conversation there. Once there is a game plan we can update here. 

 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 year ago

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EG

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110.4K Messages

1 year ago

@user_3h337c 

Did you have a chance to see if any of those tips apply ?

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user_3h337c

4 Messages

I ran through a few of the steps, haven’t gotten to them all. I could not gain access to any of the logs it recommended or find the information regarding signal levels. The problem persists even with a wired Ethernet connection. I do have probably 20 feet of excess cabling coiled up inside the box in the yard although I didn’t see any obvious signs of damage. Obviously I can’t see what’s buried underground between said box and my home. If I have time today I’ll try to get a good luck at all the connections and fittings. 

1 year ago

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