Visitor
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2 Messages
Swapped gateway (from Xb7 to Xb8) and now internet drops intermittently
Hello! I had an Xb7 xfinity gateway that I'd had zero issues with for many years...in April, I was sent a new Xb8 since mine was outdated and a security risk. The new one worked fine for about a day and then it started having intermittent dropouts...I tried to gather stats on when and what I was doing, but I couldn't find a pattern to it. The chatbot said my service was fine, in the meantime, my internet comes and goes with no warning...wired and wifi...Finally in June I was able to get a tech to come out...he told me the new Xb8's were garbage and he swapped me back to one that looked like the older X7, but with the updates required. He was on with tech support for a while and they finally got this thing to connect. That lasted about a day...got a second tech out today who thought that I needed to separate my signals to specify the 2.4 vs 5.0 signals rather than use the auto select function (this used to be how my old was set up) but then he ended up swapping me back to a different Xb8 gateway, connected it up and off he went. I had a steady connection for a few hours before the signal started dropping out again. I do the "test internet" option on the xfinity app which tells me that I have anywhere between 29% of plan service and 105% of plan service. ookla speed test shows that I typically have about 40 or 50Mbps in my basement via wifi...wired I'm at about 400. Today when the tech left, ookla test at the gateway said I was at 900+. I pay for gig service.
If I'm having the same problem with 3 different gateways, I'm thinking the issue might be with how it's configured, not necessarily the hardware itself. Zero issues for years until the new gateway, now I'm on modem #3 since the end of April and still having dropouts...can someone help me figure this out or tell me how to escalate this to a higher level tech that can do some actual troubleshooting.
Thank you!
XfinityMatthew
Official Employee
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517 Messages
23 days ago
Hello user_c8iky5, we will definitely want to take a look at this one for you. Especially with 2 recent tech visits. We would be happy to check into this issue for you and get you pointed in the right direction to get the speeds you are paying for. Can you please send us a direct message with your full name and the address to get started.
To send a "Direct Message" to Xfinity Support:
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
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.
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EG
Expert
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112.1K Messages
23 days ago
@user_c8iky5 @XfinityMatthew
Please circle back here and post any possible solutions for the issue here in these open public 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.
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user_c8iky5
Visitor
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2 Messages
11 days ago
update: after getting help here I was scheduled for a 3rd tech visit, except this time my tech was super knowledgable and did a lot more diags trying to fix my problem and not a quick swap of the modem...after checking everything, he decided the best course of action was to install new cable from the pole to my house. So now instead of my cable running in to the basement hidden in a finished ceiling, it comes straight in at ground level to the gateway. I stayed with the X8 gateway although he did offer to swap it back to an X7 if I wanted. The new cable resolved some of the problem with the T3 timeouts and noise on my line, I get a lot less interruptions in my service, but I still get dropouts on both the wired and wifi machines on my network. Crazy enough, now that I have a more consistent connection, noticing my son's iphone no longer connects to wifi and neither does my laptop. These devices try to connect via wifi6, so I used the Xfinity admin page to try to disconnect the ax/wifi6 on the 6.0 and 5.0 bands, but the drop down needed is greyed out. I can disable the 6.0 band, but since wifi6 is also on the 5.0 band, it doesn't do much good. I'd rather have separate network designation for 2.4, 5.0 and 6.0 so that i can tell my devices which to connect to, but I can't figure out how to make those changes via the admin page. I appreciate everyone's help!
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