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user_g14bxl
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Saturday, May 10th, 2025 12:56 AM

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Internet Works Great, then drops

I am at a loss of what to do next.  Any advise would be great.  Here is where I am at.

Symptom:
Internet works great at 400 meg down/180up.  Then it drops for 10-15 sec, then in reconnects at 90meg both up and down. 

When it started:

In Dec 2024 when I received a free upgrade from 100 to a 400 plan.

Attempts to resolve have been:

Confirmed problem is on multiple computers

Changed cabling

Confirmed modem had the proper xfinity config.

Got a new modem

Confirmed that one had the proper config.

I had five service calls, three of which were with awful contractors. Of the other two, one guy had the connection replaced in the box that my house terminates on. The other had the actual line replaced from my house to the termination box.   

My problem is exactly the same as it was when all of this started.  And not a single time to my knowledge has anyone looked at anything beyond the cable termination box.  I have asked for tier 2 support and cant seem to get it.  I have offered modem logs, and no one seems to be interested.  It is impossible to get a human on the phone.  

Thanks for looking

Question

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Updated 

5 days ago

43

5

Accepted Solution

user_g14bxl

Visitor

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2 Messages

8 days ago

This is resolved.  With the signal being great, but consistent modem drops, tech support generally downplayed the problem thinking it was on my network side.  The field tech on the last visit (visit #6), looked up my wan score and it was 65%.  He mentioned the wan score showed how well my modem was attached to the xfinity network.  At that point he realized this was on the xfinity side.  My modem was manually unregistered and then manually registered.  It's been working like a champ for the last 10 days.

1

XfinityJustinC

Official Employee

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1.3K Messages

@user_g14bxl​ thank you for taking time to follow up, and provide an update of what the technician did to help resolve the issue. This will be helpful for other Xfinity Forums community members who have similar issues and are looking for a resolution. We're always available 7 days a week between 6am - 1am ET for employee support, have a great day. 

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

6 days ago

0

XfinityJon

Official Employee

 • 

188 Messages

23 days ago

Good afternoon user_g14bxl. Thank you for taking the time to reach out through our Xfinity Community Forum. I do appreciate the detailed information you have provided. We certainly appreciate all the troubleshooting you have done up to this point. In order for me to assist you further I will need some additional information. 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

 

To send a "Direct Message" to Xfinity Support:

 

  • Click "Sign In" if necessary
  • Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging
  • 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 and press Enter to send it.

 

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EG

Expert

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110.7K Messages

22 days ago

@user_g14bxl @XfinityJon 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

 

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EG

Expert

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110.7K Messages

8 days ago

Thanks for returning with the update ! Hope that does it and that things hold up for you ! Best of luck !!

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EG

Expert

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110.7K Messages

5 days ago

Now closing this marked "solved" topic.

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