Visitor

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5 Messages

Wednesday, August 6th, 2025

My internet keeps disconnecting intermittently and drops my calls on my mobile device.

Every time it disconnects I get disconnected on my phone and drop calls with work clients.  Super frustrating especially when I am talking to a client that is hard to get a hold of.  I just moved a month ago and it has been happening all the time since then.  Could it be the modem?  They put a new one in.  

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Expert

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112.9K Messages

24 days ago

First. 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. 

Visitor

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5 Messages

@EG​ I do not have anything hardwired to it so I am not sure.

Expert

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112.9K Messages

24 days ago

Having the results of that test would sure make things faster and easier... So let's try this avenue. 

What do the modem's signal status values 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 ?

Visitor

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5 Messages

@EG​ My login info didn't work on the second link.  It said it was incorrect but it is what I use to log in to Xfinity.  The first link I got an error message on.  I have a tech coming out today to look at it.  My concern is that it will not have issues while they are here so they wont be able to fix it.  I appreciate your effort in helping with this.  

Official Employee

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2.5K Messages

 

user_hiswho How did your technician visit go today? 

 

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

Expert

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112.9K Messages

24 days ago

Unless you ever changed them, the default username is admin and the password is password

Visitor

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5 Messages

@EG

Is this what you are looking for?  I am not a very techy person but can usually figure it out.  

Expert

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112.9K Messages

24 days ago

Yes, but are there any more downstream channels being shown ? If so please highlight and copy all of the text of the table and paste it into your next post. Don't post a pic or a screenshot.

Visitor

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5 Messages

@EG​ 

There are a bunch more downstream channels but it wont let me copy paste them in here for some reason.

Expert

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112.9K Messages

24 days ago

Ok, since you have a tech coming out, let's just wait and see what they say / find. Please post back here with how it goes.

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