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user-daniel
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12 Messages

Wednesday, January 24th, 2024 7:11 PM

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Repeated Internet Connection Timeouts

I am currently experiencing periodic internet connectivity timeout issues which only began early this January. 

 

For a number of years I’ve been running my xFinity modem/gateway in Bridge Mode connected to my router without any issues.  But now all of my LAN clients, WiFi or ethernet connected, have their internet connections timeout when the issue occurs.  Local LAN connections are not impacted.  Note, exchanging the router for a different one doesn’t resolve the issue. 

 

Strangely, if I attempt to ping an external internet address while the issue occurs every other ping times out.

 

ping -t apple.com

Reply from 17.253.144.10: bytes=32 time=16ms TTL=55

Request timed out.

Reply from 17.253.144.10: bytes=32 time=18ms TTL=55

Request timed out.

Reply from 17.253.144.10: bytes=32 time=17ms TTL=55

Request timed out.

 

…this continues from a few minutes to a few hours or can be temporarily fixed by manually disconnecting and reconnecting the ethernet cable connecting router to xFinity modem/gateway.

Rebooting either the router or modem also temporarily fixes the issue. 

Question

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Updated 

1 year ago

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XfinityAirelle

Official Employee

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2.5K Messages

1 year ago

 
Hi there! Thanks so much for taking the time to reach out to us today. We are sorry to hear that you are having issues with your internet connection. Our awesome team will be happy to help!  
 
Let's go through some troubleshooting steps to see if we can find the cause of the issue. Have you tried bypassing your router by taking it out of bridge mode and using the Xfinity Gateway? We first want to make sure the issue is not coming from our equipment and bypassing the router will help us determine so. 
 
 
 

1

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user-daniel

Visitor

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12 Messages

Yes, I have.  I have also tried exchanging the router out for another router.  So doubtful the issue is with the router.  

1 year ago

0

XfinityAirelle

Official Employee

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2.5K Messages

1 year ago

Got it! Thanks for staying ahead of the game. How long have you had your Xfinity Router? Do you know what model you have? 

7

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user-daniel

Visitor

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12 Messages

I've had the router for several years, it is the XB7 model. 

Note - I do have the latest model, XB8, on order arriving tomorrow.

1 year ago

0

XfinityJohnG

Official Employee

 • 

1.7K Messages

Okay, that is great to hear. We may want to wait until that is installed to go through any troubleshooting on our end @user_daniel. We can reach out to you here to see if that modem was the issue. 

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
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

1 year ago

0

user-daniel

Visitor

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12 Messages

Agree, let's pause discussion until I receive the new Xfinity modem/router tomorrow. 

1 year ago

0

XfinityJohnG

Official Employee

 • 

1.7K Messages

That is no problem at all @user-daniel .I will be able to check back in with you here tomorrow. 

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
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

1 year ago

0

XfinityAldrik

Official Employee

 • 

2.1K Messages

Good afternoon @user-daniel! Has the new modem arrived?

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

1 year ago

0

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