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user_10efbd
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2 Messages

Thursday, September 14th, 2023 12:18 PM

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Internet

My connection keeps dropping even after restarting it multiple times it just keeps dropping connection any advice 

Question

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Updated 

2 years ago

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Accepted Solution

EG

Expert

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110.1K Messages

2 years ago

Is this with a WiFi connection ? If so, as a test, does a computer / device that is hardwired directly to the router / gateway device with an ethernet cable have the same problem ?


With this test, we are trying to isolate this down to being either a WiFi-only problem or a problem with the general connection to the Comcast system which would of course affect both. It's a good first step in troubleshooting before proceeding any further. 

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user_10efbd

2 Messages

@EG​ yes it disconnects my pc and Xbox I tried with my own router connected to it and disconnected it too it’s not abstracted by anything so I really don’t know what to do 

2 years ago

0

XfinityArmand

Official Employee

 • 

2.1K Messages

Hi there @user_10efbd!  Thanks so much for taking the time to reach out to Xfinity Support here on our Community Forum to voice your service concerns.  We are so glad to hear from you and happy to assist in any way that we can to get this resolved for you.  No worries!  You have reached out to the right team to get things squared away.  So that we can get started, please feel free to shoot us a private message.  

 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" 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

 • 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

2 years ago

0

EG

Expert

 • 

110.1K Messages

@XfinityArmand 

Why does this have to go private at this point ? They haven't even returned here yet with the requested information....

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

2 years ago

0

EG

Expert

 • 

110.1K Messages

2 years ago

OK. 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 ?

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EG

Expert

 • 

110.1K Messages

2 years ago

@user_10efbd 

Have you had a chance to gather that requested info yet ? If so, please post it right here on these public help forums. Thank you.

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