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user_314d6d
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Wednesday, July 26th, 2023 2:09 AM

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Post lightning woes

I have 1gig service, and things have been great.  About 5 weeks ago there was a lightning storm, and power went out.  At the end of it, my xfinity modem was dead, and the ports on both my laptop docking station and desktop motherboard were dead.  Yikes.

I had my own modem from a year ago, so I plugged it in and got rolling.  Things worked, but my old wifi router was sketchy and I missed how easy everything worked.  I exchanged the dead xfi modem for another one at xfinity store.  It took 8 times to connect, and then would restart and lag constantly. Exchange it again.  This new one connects, but drops connections, ethernet ports are slow (60mps some days, sometimes 500 right after reboot- but wifi is always faster) and kid's gaming pings are all over the place (up into the thousands sometimes.)

The xfinity app support bot gets 20 mins into a session, then forgets what we were talking about and I have to start over.  A few times in the past week it mentioned a bad line setting, and it also mentioned work scheduled in my area happening today.  I was hoping that would do nothing, but if it happened I can't tell.

  I've been patient, but I'm restarting the darn thing 3 times a day.  What's the best way to get some resolution?

Question

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Updated 

2 years ago

635

2

0

Accepted Solution

user_314d6d

4 Messages

2 years ago

Xfinity sent an awesome competent tech out.  It actually was a modem issue, notna line issue.  I'm all good now- thanks Xfinity!

1

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XfinityRaf

Official Employee

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869 Messages

Glad to hear your issue has been resolved. Please let us know if you need anything else. 

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

2 years ago

0

flatlander3

Problem Solver

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1.5K Messages

2 years ago

Lightning is evil.  If that transient cooked stuff in your house, plus the modem, it might have fried/de-soldered connections in splitters too if you have those.  Stuff gets really hot in a hurry.

 What is the new one doing? Log into the new one and take a look:  https://forums.xfinity.com/conversations/your-home-network/internet-troubleshooting-tips/602dae4ac5375f08cde52ea0  (power levels in spec? SNR, errors, log messages if you got logging).  If the old one was DOCSIS 3.0, and the new one is DOCSIS 3.1 *(well, the other way), the signaling and channels are different now too so if you had a problem with wiring in the past, it may have just been more masked than it is now.  

(edited)

4

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user_314d6d

4 Messages

@flatlander3​ shoot, can't get into admin.  Even if I did, what do I do with the knowledge? Call the 800 number and go through the robo menus?

2 years ago

0

flatlander3

Problem Solver

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1.5K Messages

@user_314d6d​  You could try that.  Eventually, it may get you someplace where you can "schedule a tech" to take a look at it.  If they find cable/splitter problems IN your residence, you pay for the visit.  If it's past your residence and an infrastructure problem, it's Xfinity's problem.  You may be able to fix your own issues though for a lot less. 

If you look at all of the other posts in this forum about internet connections stalling/performace problems/intermittent connections, unstable internet, modems rebooting, web pages timing out, most of them are RF signal related.  It's usually cabling, connectors or splitters.  Sometimes bad filters, old amplifiers that died from long ago installs...etc.  You'll see folks post signal tables and error logs.  That helps diagnose what type of problem to look for.  The link has some of that info in it as well.

For xfinity gear, you should be able to get to the admin interface at http://10.0.0.1 .  Default username is admin/password unless you changed it (* That's a local login to your gateway only, and NOT your Xfinity username and password).  If you did and can't remember it, you can factory default the new gear by holding the WPS button down on the gateway until the lights flash on the new gear (20-30 seconds), and the password will revert back to that. 

(edited)

2 years ago

XfinityBrianH

Official Employee

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1.3K Messages

I am sorry to hear you are having trouble with your new equipment after the storm, I can help! Can you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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

2 years ago

user_314d6d

4 Messages

@flatlander3​ hmm.  Who owns the street to the house? 

-rj

2 years ago

0

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