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I_Miss_Optimum
20th Anniversary celebration
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Tuesday, June 20th, 2023 3:19 AM

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Random Internet dropping, mainly at night, for the last month now (Netgear C7000v2)

I'm using a Netgear C7000v2 and for the last month now (Might be 2 months actually) the internet has been randomly cutting out for periods of 5 to 15 minutes, mainly at night but this does happen during the day just not as often.

Only a max of 3 devices are ever connected to the modem router combo at any given time, a smartphone, a laptop, and a gaming console. I have never had issues with this router modem combo when I was with Optimum until being forced to use Xfinity (By the way great app that always definitely works 🙄) so please, I would love to hear the mental gymnastics of finger pointing to who is to blame for the constant failing of the internet connection, Netgear or Xfinity? Doubt it's Netgear since they have an actual live rep to chat with unlike Xfinity (Great service guys, spot on with what I expected from you).

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Updated 

2 years ago

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EG

Expert

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110.1K Messages

2 years ago

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XfinityMarcos

Official Employee

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2.3K Messages

2 years ago

@I_Miss_Optimum, Thanks for reaching out to our forum for help with your intermittent connection issue. To be dealing with this for a month +, I can't even imagine how frustrating it's been. My team can definitely help get to the bottom of this issue, and we'll stick with you until we can confirm you're all good. I want to make sure we start off on the same page, can you please advise what troubleshooting steps you've taken on your end so far? This way we can avoid repeating any steps together. 

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I_Miss_Optimum

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3 Messages

@XfinityMarcos​ @EG 

I have powercycled, factory reset, changed out interior coaxial cables, and some other minor things. The issue seems more persistent lately with the constant drops in connection. This isn't just a wi-fi issue either, being hardwired in with an Ethernet cable I still lose my connection whenever these random spikes happen. I'm almost convinced this is an outside problem.

2 years ago

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EG

Expert

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110.1K Messages

2 years ago

@I_Miss_Optimum 

Have you had a chance to try any of those self-troubleshooting tips at that link ?

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I_Miss_Optimum

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@EG​ I have tried a few of these and still no dice. I'm starting to think it's an issue with the splitters outside. I have no access to the splitter boxes at my leased location so I can't confirm this and Xfinity isn't exactly easy to get a hold of to confirm if getting them down here to check out the splitters would cost me or not.

2 years ago

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XfinityAlyssaA

Official Employee

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1.8K Messages

It sounds like you may need a technician to come investigate further. We'd be happy to help get that scheduled. To get started, please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.

 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

 

We look forward to working with you further! 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 years ago

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EG

Expert

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110.1K Messages

2 years ago

If there is nothing more that can be done to improve the connection quality, then you'll need to get a tech out to investigate the problem.  


Bear in mind that if the premises facing techs can not find / fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.


Good luck !

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