U

Visitor

 • 

4 Messages

Sat, Jul 30, 2022 1:29 AM

Modem intermittent ly losing connection and modem restarts

Hello, I have been having a problem with intermittent internet connection loss for two full days.

Across three different modems and two tech visits, the intermittent modem connection drops / modem automatic restarts persist.

My coax wall connection and coax from wall to modem are new as of December 2021.

During 7/27 afternoon and evening, I experienced several modem connection drops. I have been using a personally-owned Arris SB8200 since May 2020. It has always performed 100% well, and I appreciate the logs and four different lights on the front describing connection status. During these modem connection drops, I noticed the following light sequence (starting from normal Power = Green, Downstream = Blue, Upstream = Green, Internet = Green):

  1. Downstream light turns green
  2. Downstream and Upstream lights both flicker at a fast rate for several seconds
  3. Downstream, Upstream, and Internet lights turn off
  4. Modem seems to reboot and reconnect
  5. Internet connection resumes

From Steps 1-3 was around 5-20 seconds usually, and modem reboot/reconnect took an additional minute or so after a period of 10-100 seconds.

In the later 7/27 evening, the connection became stable.

I work from home and have my work computer and home computer both connected via Ethernet to a personally-owned Unifi Dream Machine router. My SB8200 modem is in Bridge mode.

In the morning of 7/28, the connection losses happened a couple times an hour and became more frequent to the point of not being able to do an amount of work, it became around a 1:5 down vs up time.

I called Xfinity and the agent set up a tech appointment for that afternoon (7/28).

The tech came with me present, tested the connection at the wall, tested the connection at the hub outside my apartment, and reported that everything looked good. The tech reported "changing a port out to a brand new one" and advised to change to a new modem, so I picked up an XB8 from my local Xfinity location.

During the activation process for the XB8, the Xfinity app had trouble activating the new modem, so I called Xfinity, and the agent also had trouble. After 10 minutes, the modem activated. The modem connection seemed and acted stable.

Several hours later that evening, the connection losses returned with the XB8 at the same frequency as with my SB8200. I called Xfinity, and the agent and I both witnessed several disconnections/reconnections. The agent sounded like they saw something, and made a wondering comment about node switching or something, but was unable to diagnose anything else, so they set up another tech visit for 7/29 afternoon (today).

I did not attempt to work from home today, 7/29, because I could not risk more productivity loss. Wife who works from home reported that connection was near-unusable for her due to frequent modem internet connection losses.

The tech arrived with me present. They tested the signal at the wall, tested the signal at the hub outside my apartment unit, and reported that everything looked good. The tech switched my brand-new XB8 for a brand-new XB7, and advised that I use the XB7 as my router as well as modem to rule out any interactions with my personally-owned router. I agreed and have been using the XB7 as router and modem since the tech visit. My personally-owned router's power and Ethernet are all disconnected. There is no chance that it is doing anything in an unpowered and unconnected state.

The intermittent disconnections have persisted through the afternoon and evening until around a half-hour ago. The connection has been stable for around a half-hour now. I do not trust its stability.

Please help me. I don't know how to escalate to get someone to care to look if something on the street was bumped by construction or something, and I don't want to need to endure yet another tech visit where they test signals that will appear the same as they did two days ago and I'm sure even two months ago. Something happened two days ago somewhere because I have had nothing but 100% satisfaction with Xfinity internet for more than 6 years, and I cannot seem to get to someone at Xfinity that cares enough to stray from what feels like a path of insanity of doing the same thing and expecting a different result.

EG

Expert

 • 

95.1K Messages

19 d ago

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. 


You should get a reply here in your topic. Good luck !

Official Employee

 • 

281 Messages

19 d ago

Hello! I'm so sorry to hear that you are having issues with your internet. Please send me a private message with your full name and full address. I can most definitely take a further look at this issue. To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”.

Visitor

 • 

4 Messages

@XfinityCrystal​ Hi Crystal, I am having the exact same issue as the OP and have been since May. I've called, I've online chatted, credits have been applied to my account and still the issue persists. Can you please have someone look into my issue as well. FWIW I have new coax into my house and a relatively new main cable box and modem. BTW whenever this happens I can always restore it by calling (on the cell phone obviously since when it goes out it obviously takes down my Xfinity land line.

Visitor

 • 

4 Messages

19 d ago

Please send me a private message with your full name and full address.

Will do, thank you for the prompt reply to my thread!

Edit: @XfinityCrystal , unfortunately your name isn't showing up on the list of user recipients when I make a new direct message.

(edited)

EG

Expert

 • 

95.1K Messages

19 d ago

@user_8d535d 

Please re-read the last sentence of her post. You need to use the name "Xfinity Support".

Official Employee

 • 

281 Messages

19 d ago

You can start by clicking the chat icon located in the top right corner on your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your direct message.

Visitor

 • 

4 Messages

19 d ago

Please re-read the last sentence of her post. You need to use the name "Xfinity Support".

Thank you. I apologize for missing that sentence. Message sent. Thank you, again.

EG

Expert

 • 

95.1K Messages

19 d ago

@XfinityCrystal Darn echoes.... 😜

(edited)

Visitor

 • 

4 Messages

12 d ago

Following up a week later:

6 days ago, the connection was still dropping and modem restarting regularly.

However, something happened 5 days ago that 100% fixed everything. I did nothing different, I was away from home that day. Running a constant log of pings to 1-1-1-1 and 8-8-8-8 all day for four days afterward showed 100% stability. Since then, it's been the most stable it's ever been.

So, many thanks to whoever made a change on their end...Xfinity network engineers, someone higher up the internet chain, someone lower...whoever it was, thank you, because I did nothing new except start chatting as instructed but did not make it much past pleasantries.

Official Employee

 • 

254 Messages

Awesome! Very happy to hear. Our team of field professionals and support is geared to provide first-class service. Your satisfaction and confidence means the world to us! Thank you so much for taking valuable time to share this feedback. 

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
forum icon

New to the Community?

Start Here