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user_3w6ajk
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Sunday, March 2nd, 2025 8:45 PM

Router drops internet

My WiFi frequently drops from the internet. I have to reboot it to reconnect. What might be the problem?

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EG

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14 days ago

As a test, does a computer / device that is hardwired directly to the router / gateway device with an ethernet cable have the same problem ?


With this test, we are trying to isolate this down to being either a WiFi-only problem or a problem with the general connection to the Comcast system which would of course affect both. It's a good first step in troubleshooting before proceeding any further. 

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user_3w6ajk

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The last time the Wifi dropped, my computer that is "hardwired directly to the router with an ethernet cable" did not have internet access also. 

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3 days ago

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EG

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@user_3w6ajk 

What do the modem's signal status values look like ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1 

Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.


What is the exact make and model number of the modem / gateway device ?

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3 days ago

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XfinityAldrik

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Thank you for confirming wireless and hardwired connection were lost at the same time @user_3w6ajk! Have you had a chance to look at the modem’s signal status values? EG shared some links and mentioned the important values we look at when troubleshooting intermittent connections.

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

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1 day ago

XfinitySheila

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12 days ago

 

user_3w6ajk Hi there! There are a number of reasons why your connection may drop, is this happening with multiple devices or one in particular? I recommend taking a look at our hand Xfinity App for any connection issues, as this is a great place to gather more details (any possible area wide interruptions) or troubleshoot basic signal issues. Here is a link with more details https://www.xfinity.com/support/articles/internet-connectivity-troubleshooting.
 
Please let me know if this does not help, I am happy to lend a hand on my end. 

 

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EG

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12 days ago

@user_3w6ajk 

Have you had a chance to try that test ?

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