Contributor
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16 Messages
Need to reboot Xfinity modem every 2-3 days to restore download speeds
I'm on the Gig plan (theoretical gig down/40 up). However, every few days, my download slows to 20-30, but my upload remains the same (40 up). If I reboot the modem, all is back to normal...for another 2-3 days. This is not an issue of the router behind it (I use it for port forwarding, etc) as if I remove it, the same issue occurs. I contact support, they reboot the modem as step 1, and of course, all is well. Any ideas what is causing it, or what to tell support to see if they can resolve?
Thanks.
neonate
Contributor
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16 Messages
4 years ago
Unfortunately, the solution lasted about a day. Speeds are back to 28Mbps down, and 41Mbps up, and having some minor drops Any suggestions what I can do with support since I know the next time I call, they will 'make some adjustments' (reboot my modem), and ask me to verify if speeds have returned (which they will)?
Thanks!
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neonate
Contributor
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16 Messages
4 years ago
Contacted support again yesterday, they had me test before and after a reboot, and scheduled a tech to come out. However, he found just what I would expect with an intermitant issue, everything checks out right on the numbers. Download and upload speeds spot on, modem levels, right in the green. He was hoping to see something off. Checked the new splitters, their connections, etc. I explained that we've tried this with my router connected and not connected behind the modem with the same results. I have an ethernet cable running from the modem to a laptop so I can always jump on and test the speeds directly from the modem, and the issue is at that level.
He said something may be backfeeding it and causing the issue, and when I reboot, it clears the problem. He's going to put in a troubleticket for my street, however, explained since everything is 'green' currently, it's a lower priority (he used a term I don't remember). In talking he suggested I try to remove some of my other network connections in the chance that I may discover that something internal is causing the issue as well. I'll give that shot for the hardwired devices just to see.
He said he's off tomorrow/monday, but would take a snapshot of the account, and check it in a few days to see if he can see anything. Can't blame him, he did do what he can, and I've run into this same issue when tracking down a 'comes and goes' issue at work. Everything is great, until it's not. I'd wonder about the modem, but we've done a full reset, everything works, and even during the slowdown, things still look 'good' from the modem's view. It's not like it's rebooting on it's own, not accessable, etc.
Can only hope that they find something on the street, or I just keep rebooting when I notice the issue and deal with it. At least it's an easy fix and speeds are great when it's not occuring.
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CCMichelle
Problem Solver
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788 Messages
4 years ago
@neonate, Thanks for taking the time to reach out to us regarding your intermittent connection issues. I am so very sorry to hear that this has gone on for so long. I rely on my connection for everything right now, especially since this national crisis has occurred. I would love to dig further into this with you. Can you please reach out to us through private message(find out how through this link https://comca.st/2NADwrN) with your first and last name, name on the account if different and service address?
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