1 Message
Random upload speed drops at new apartment, exact same set-up
Hi,
I'm looking for guidance here. I recently moved into a new apartment (two blocks away from my old apartment). I transfered my service, set up my modem and router, and everything turned on and was working fine. I work remotely and I stay in touch with friends by playing competitive games, so I'm video-calling or streaming quite frequently. At my new apartment I get sporadic, seemingly random drops in upload speed (I track this with the windows task manager) that made working and gaming both very annoying (I will randomly drop an important call with a manager or client, or I will randomly disconnect from a competitive match). Otherwise the download speed is fine and what I pay for, and the upload (when it doesn't randomly drop to nothing and disconnect me from whatever I'm doing) is fine.
I use a direct wired ethernet connection between my PC and the modem. I have the xfinity gateway modem. I used to bridge my gateway to a router so that I could better manage my home network, I have since swapped to using just the xfinity gateway to ensure that my 3rd party router was not the issue (it was not). I have swapped coaxial cables twice now, both were RG 6, unbent or untwisted. I have replaced every ethernet cable I owned twice, all are high quality and undamaged. I have restarted the modem nearly every day since moving, and I still have this problem.
When I ask the xfinity chatbot for help, it tells me that the connection to the house is fine (because when it checks the random upload stalls don't occur) and that I need to pay for a $100 installation fee - I know how to plug in a coaxial cable and turn a modem on, and only coaxial port in this new apartment is in my bedroom - I don't want to pay $100 for someone to stomp around my bedroom for an hour just to tell me everything is fine and leave. This problem is causing me a lot of frustration and stress, I changed nothing about my setup when I moved and two blocks away xfinity is now trash. Anyone have any advice? It is greatly appreciated.
XfinityKatie
Official Employee
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744 Messages
1 year ago
Hello @user_1fxjc1 we hate to hear of your experience with the internet at the new place! While we greatly appreciate you taking us with you to the new place, we want to ensure that we are providing you with what you need at home! There are a number of things that could cause your connection to drop like this, but since you have already taken a lot of helpful troubleshooting steps on your end without improvement, I'd like to run some diagnostics on my end to see if we can pinpoint where this is coming from. To keep your details secure, can you send our team a direct message with your full name and address so we can take a deeper look into the network together? To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
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
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zandor60657
Contributor
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204 Messages
1 year ago
Since everything else is the same it's likely a line problem. Comcast may or may not be able to do anything about it. A messy thing with apartments is often part of the wiring is the landlord's responsibility. I've lived in buildings where the cable comes into a central wiring closet and fans out inside the walls from there and also in buildings where they just strung the cable on the outside of the building and drilled a hole though the wall to get it into my unit.
Could you post your signal stats and error log? There are some instructions on getting into the modem's status page in this post: https://forums.xfinity.com/conversations/your-home-network/internet-troubleshooting-tips/602dae4ac5375f08cde52ea0 It works best to cut and past the signal stats rather than taking a screen shot. The forums do quite well with copied and pasted tables. Also be sure to redact any MAC addresses (CM-MAC, etc.) and routable IP addresses. With most modems you find those in the error log. The forum considers them private personal information and will block your post if they are included.
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