Visitor
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1 Message
Random devices dropping from WiFi
I'm having an issue where random devices connected to my wifi are dropping connection and then show no internet access.
A little background: A few days ago I went to use my laptop and it said no internet access. I went thru the motions with checking the settings, restarting, ect. and decided at the moment I would just use my phone hotspot to connect to the internet. At this time, all my other devices were connected and functioning just fine.
The next morning, my daughter said her tablet wasn't working, so after messing with it, I noticed it was doing the exact same thing as my laptop. At this point, I reset the modem. Both my laptop and tablet are working.
The next day when I get home from work my daughter complains again that her tablet isn't working. I glance at my phone and notice it no longer is connected to wifi either. I double checked settings on both, and decided to reset the modem again. Both began working again. Later that night, we went to stream some shows and our smart TV so no internet access. So I call Xfinity.
The gentleman runs a health check and informs me there is a noise issue and a problem with the downstream/upstream, so they would be sending out a technician.
Technician worked for about an hour, said it should be working, checked the TV only which was working, and said if it continues to do this to go get another modem, and leaves. 5 minutes later, the laptop says no internet again.
I'm going to go get another modem later today, but feel like this is something else. Has anyone else dealt with a similar problem?
XfinityRaul
Official Employee
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1.9K Messages
3 years ago
Hello, @jsears383. I hope you're having an amazing Saturday morning. I'm sorry to hear you're still experiencing these intermittent internet issues even after troubleshooting and having a tech over. I know how important it is to always have a strong connection, especially when you have kids trying to use their electronic devices.
Were you able to swap out your modem? If so, how are your services working since?
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Sobrien82
Visitor
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5 Messages
3 years ago
i am having a similar issue now - we just received the new xfinity gateway a few weeks ago, as they said our old one wasn't able to take advantage of the latest features. (We rent our equipment from xfinity). Ever since we swapped them, we have had issues where random devices drop internet and cannot connect to the back up, and the only way to get them working again is to reset the gateway. Other devices continue to work fine. we have called support several times but they just seem to follow a script, and nothing has helped.
We also have the issue where none of our 2.4 ghz devices can now see the gateway, so they cannot get onto the internet but that's a separate issue that we also don't seem to be able to get any resolution for. Our old equipment never had an issue, really wish we had never swapped out
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