ramsheadfc's profile

Visitor

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4 Messages

Tue, Jul 5, 2022 4:43 PM

Lose Internet access multiple times a day for about 10 minutes each time. Affects all devices in house.

For about a month now I've had issues with my service.  Multiple times a day, I have issues with all of my devices simultaneously.  Symptoms include:

* No connection to Internet.  Sometimes the network icon on my computer screen indicates a connection, but web pages won't load and I get a no internet message screen instead.

*  TV screen goes black if watching DVR.

*  Unable to change channels or access Xfinity menu if watching live TV.  I typically get a lost Internet connection message when I try.

*  TV/DVR issues affect all TVs, each with its own set-top box and dedicated input cable line

*  Sometimes, no dial tone on phone or a fast busy signal and other times I still have a dial tone.  But if the issue occurs in the middle of a phone conversation, other party cannot hear me, but I can still hear them.

After about 10 minutes or so, the problems all resolve themselves.  My line from the Xfinity box on the street comes into a junction box Xfinity installed on the side of my house.  Three lines come from the junction box, resulting in a dedicated line to each TV and a shared line to the modem and a third TV.  I use an ethernet connection from my computer.  Because the problem affects all three lines, I don't think that it is a loose connection issue.  The on-line diagnostics on the Xfinity site show no network problems when all is well.  Of course, when I do have the problem, I can't run the diagnostics.  I suspect an intermittent signal issue upstream from the junction box.  Is it possible that an issue with one of the 3 lines downstream from the box could simultaneously cause problems with the other 2 lines?  If so, how can I troubleshoot.  If not, any ideas on how to troubleshoot that?

Accepted Solution

Visitor

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4 Messages

2 m ago

My issue was resolved after Xfinity support remotely examined my modem error codes and found thousands of timeout errors.  A tech came to my house and replaced the gateway modem.  I have had no problems since.

(edited)

Official Employee

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3.2K Messages

3 m ago

Frustrating! I wanted to share this link with you: https://comca.st/3ImXoH9. Please take a look at that for me, and post your modem logs for us to see. From there, we will be happy to help you out. Thanks!

Visitor

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4 Messages

@XfinityMorgan​ Unfortunately, when I try to connect to the modem I get this message:

This site can’t be reached

192.168.100.1 took too long to respond.

This happens, even if I switch browsers.  I am able to get to the Gateway > Connection > Xfinity Network and Troubleshooting > Logs page.  Would any of the data on those be helpful, or do you need the logs from the modem page?  Any idea what might be preventing a connection to the modem?

Official Employee

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3.2K Messages

Hmm. Strange! Any way you can try hardwiring to the gateway, over ethernet? If not, I'll just have you PM us your account info (name on account + your name if different, along with address) and I can pull up/review this information for you. Let me know!

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

Visitor

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4 Messages

My computer is connected to the gateway via ethernet cable.  Other devices use wifi or a TV cable box.  I can access the gateway at  http://10.0.0.1 and see 3 types of logs:  system; event; firewall.  Are any of these what you would like to see?  I've pasted page 3 of the system log below.  The first two pages are all like the first few lines of this page.  Let me know if you want to see any of the other logs or if I am in the wrong place. 

Log Filters

 
  •   System Logs
  •   Event Logs
  •   Firewall Logs
  •    
  •   Today
  •   Yesterday
  •   Last week
  •   Last month
  •   Last 90 days
  •   

System Logs

All logs from Last Week
CcspPandMSsp[4192]: system.syscfg commit to store 2022/7/8 14:00:42 Notice
CcspPandMSsp[4192]: system.syscfg commit to store 2022/7/8 14:00:42 Notice
CcspPandMSsp[4192]: system.syscfg commit to store 2022/7/8 14:00:42 Notice
CcspPandMSsp[4192]: system.syscfg commit to store 2022/7/8 14:00:42 Notice
CcspPandMSsp[4192]: system.syscfg commit to store 2022/7/8 14:00:42 Notice
CcspPandMSsp[4192]: system.syscfg commit to store 2022/7/8 14:00:42 Notice
GUI: User:admin login 2022/7/8 13:57:38 Notice
GUI: User:admin logout 2022/7/8 13:57:17 Notice
[Password change][4192]: Account admin's password changed 2022/7/8 13:57:12 Notice
GUI: User:admin login 2022/7/8 13:55:50 Notice

I forgot to mention in my description that the gateway light usually remains a steady white when I have the problem, but sometimes goes to a steady red and then to a flashing green as it reconnects.

Official Employee

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145 Messages

Hi there! I'm very sorry for the trouble that you are having with your Internet service. Can you please send me a DM with your full first and last and along with your full-service address so that I can assist you further.

 

To send a direct message [private message]:

  •   Click "Sign In" if necessary
  •   Click the "Direct Message" icon 
  •   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
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