Regular Visitor
•
7 Messages
Regular Morning Slowdown
Hello, I have had a problem for several weeks that continues to be unresolved. We have the 1.2 Gbps plan and regularly get 1.4 Gbps down and 80 Mpbs up. However, for the past several weeks, almost daily, in the early morning, our download speed drops to <1 Mbps and stays there until I restart our gateway (XB7). Strangely, we continue to get 80 Mbps up despite the severe drop in download speed.
After several calls/chats I finally got a new gateway (XB8), certain that this would correct the problem. But with the XB8, once every 60 seconds, we lose connection for about ten seconds (wired, wireless, as well as live TV). I am unsure whether the gateway is losing connection with the Xfinity network or the gateway LAN and MoCA are failing. During these intermittent outages, I cannot connect directly to the gateway. Also, the gateway connection stats show no indication it has ever lost its connection to the Xfinity network. Anyways, its absolutely unusable now.
Another support call and several days later, a very knowledgeable tech visits, says we have severe interference, runs us a new temporary drop, changes some connectors outside and a new amplified splitter inside and says our signal is excellent and leaves. As soon as he pulls away, the XB8 starts acting up again - losing connection every 60 seconds. Now Im convinced the XB8 is faulty, so reinstall the XB7. With the old XB7 back in, all is great, with my monitoring app saying we have 99.7% uptime all afternoon.
But again this morning, I wake up to slow download speeds of <1 Mbps. I fear calling again because its a guaranteed half-hour commitment to get through the dreadful automated support system, talk to a person who has a dozen preset questions, reexplain the problem, and entertain their gateway restarts and "advanced provisioning signals". What can I do to provide the info necessary to fix this?
Thanks in advance,
Travis
Accepted Solution
tmd78
Regular Visitor
•
7 Messages
2 years ago
Major thanks to the Xfinity techs, they spent a significant amount of time out our house and solved the problem. Most recently, there were two experienced technicians who stayed late yesterday, monitoring my connection.
Ultimately, one Sonos speaker (an older generation Playbar) plugged directly into the XB8, was the problem. I'm still researching the Sonos issues but apparently having more than one speaker wired into the network can create a network loop, possibly because the speakers also connect to each other via their own wireless network). For some strange reason, the XB7 could handle the looping, but the XB8 could not, taking it offline about ten seconds of every minute. There are a lot of posts on other forums about these issues. Thanks, Comcast, for helping solve this problem that was predominately caused by my own network.
1
0
CCLamont
Problem Solver
•
519 Messages
2 years ago
Hey @tmd78 I am sorry for the ongoing connection troubles. I am here and would love to help.
Could you please send our team a direct message with your full name and full address?
Our team can most definitely take a further look at this issue.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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
See https://comca.st/3KQF8q9r for an example.
1
0
EG
Expert
•
110.1K Messages
2 years ago
@tmd78 @XfinityLamont
Please circle back here and post any possible solutions for the issue here in the open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
0