Skip to main content
user_421u9b
1st Topic

Visitor

 • 

3 Messages

Thursday, July 31st, 2025

Ongoing and Unsolved Issues

Despite numerous restarts of the modem and even a brand new modem, we continue to experience significant drops in service. We pay for the highest speeds we can get, and the test I just ran shows that we are receiving 10.8 Mbps. Yes, 10.8. Not 108 -- which is still less than 1/4 of what we pay for -- but 10.8. 


When I try to call on the phone, I simply receive a bot-driven run around, and basically the suggestion is "re-start your router." Great. I've done that about 12 times at this point, and yet, every day, we experience this. At this point, I suppose the answer is to switch to a new provider, correct?

Question

 • 

Updated 

24 days ago

25

2

0

Oldest First
Selected Oldest First
EG

Expert

 • 

112.8K Messages

25 days ago

3

0

user_421u9b

Visitor

 • 

3 Messages

So, to be clear, instead of offering to solve the problem, you are directing me to a fairly long and technical page? First of all, most of that has already been done. I spent extensive time on a chat a few weeks ago, which resulted in a brand new router. That brand new router is now installed and running, and yet at various points of the day, I'm getting 10 - 60 Mbps.


For example, on the linked page, it says:

"

To perform this procedure:

  1. Turn off your computer.
  2. Unplug the modem/gateway (remove the backup battery if equipped).
  3. Unplug the router if you have a stand-alone unit.
  4. Plug the modem/gateway back in and wait for the status light to indicate it is online.
  5. If you have a stand-alone router, plug it back in and wait for the lights to indicate ready status.
  6. Power on your computer."

All of that has been done multiple times over the last few weeks. 

"

Check your signal levels

To view your modem’s status page go to http://192.168.100.1 or http://10.0.0.1

Absolutely not. For one thing, those don't work. For another, most of what follows that has already been addressed. 

Like

Reply

25 days ago

0

user_421u9b

Visitor

 • 

3 Messages

@EG​ so, nothing? No help? 

Like

Reply

25 days ago

0

XfinityEva

Official Employee

 • 

1.9K Messages

We appreciate your help and offering the above solutions @EG! These are great resources

 

 

If you are still experiencing issues

user_421u9b Please send us a direct message with your full name and service address to provide additional assistance. 
 
To send a direct message: 
 
  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

Like

Reply

24 days ago

EG

Expert

 • 

112.8K Messages

25 days ago

I offered some potential solutions. That's about all I can do remotely. I am not physically at your premises. I'm not a Comcast employee. Good luck with it !

0

0

forum icon

New to the Community?

Start Here