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user_2ba68d
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Wednesday, June 22nd, 2022 1:14 AM

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Many short outages

My internet goes out several times a day for about 5 minutes then comes back on. Very annoying, especially the middle of a meeting. Help?

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4 years ago

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EDilks3

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6 Messages

4 years ago

I am in the same boat and it is constantly affecting my home security system and cameras. I feel like more speed has been more problems, and costs more! 

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user_5b978a

Visitor

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1 Message

4 years ago

Same here.  My wife works at home and experiences these short outages having to quickly transition to using her mobile hotspot.  We also have these outages in the evening trying to watch TV.  Any ideas on how to fix this?  We have a MB8611 modem.

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LMBurke2020

Visitor

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2 Messages

4 years ago

This is the exact thing I came here to say. I just moved into a new home. Internet was great for a month, but then after I installed 3 small cameras and a security system I started to noticed several outages occurring throughout the day. Almost exactly 5 minutes of downtime if I take no action. The only respite I've found is if I turn off the cameras when I'm home, but even then I'll still experience a few outages. I work from home and rely on a stable connection that I'm not getting right now. 

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CCTimothyA

Problem Solver

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785 Messages

@LMBurke2020 Thank you for reaching out about this and bringing it to our attention. I can understand the frustration of this as I also work from home and require a stable internet connection. We would love to look into this for you. When the disconnects happen, do you notice it a specific times of the day? 

 

I no longer work for Comcast.

4 years ago

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XfinityBrie

Administrator

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674 Messages

4 years ago

@user_2ba68d

 

Hey there! Thanks for connecting with us here--I see quite a few folks are having the same concerns, so I'm going to work with you all as a whole if that is alright.

 

Service drops are most commonly caused by a signal issue in the home or even somewhere further down the line. Would y'all be able to answer the following for me?

 

  • Is the connection drop affecting all devices, or only some?
  • Is the connection drop only over Wi-Fi, or affecting Ethernet connected devices as well?
  • Does the modem lose power entirely during these drops, or just signal? Each Gateway has diagnostic lights on it--you can check out this guide for more help: 

    What the Lights on Your xFi Advanced Gateways Mean

  • Is the coaxial cable connected to the back of the modem hand tight?
  • Is there anything in the home (construction material fish tanks, additional electronics) that could be causing interference with the device? 
  • Is there a specific time of day (that you are aware of) these drops are happening and/or have you been able to detect any sort of pattern?

(edited)

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LMBurke2020

Visitor

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2 Messages

@XfinityBrie​ 

-All devices are affected when service drops

-Both wi-fi and ethernet

-I get a red steady light followed by a blinking green one

-All the coax cables are tight

-I'm not aware of any obstructions.

-Small sample size, but one odd pattern seems to be that when it happens it's almost always the top of the hour. I also notice that if I take no action to power cycle, the internet will come back online each time within 5 minutes.

One other thing of note for my issue is that when I log into my modem at 10.0.0.1, there are no logs. The Event log is completely empty, so i can't even troubleshoot these outages on my own. A tech came out last week and didn't find any problems, but gave me a new router. Still the problem persists.

OH, the smoking gun here is that all of these problems began after I installed a Ring Security System, which has increased my need for upstreaming by a little bit.

4 years ago

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CCDevin

Problem Solver

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735 Messages

 

@LMBurke2020

Good morning! Thank you for the additional details and following back up with us. Since you don’t have logs to show what signals or events you see, let's move this over to a direct message, so we can check those on our end. This can help to narrow down why this is happening. Can you please send us a direct message with your first and last name and your complete address to get started?

Here's the detailed steps to Direct Message us:
• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

 

I no longer work for Comcast. 

4 years ago

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