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user_wm0nig
1st Topic

Visitor

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3 Messages

Saturday, June 13th, 2026 4:39 PM

Technician appointment

I am requesting an in-home technician visit for intermittent internet degradation and possible DOCSIS/coax signal impairment.

I am on the 1.2 Gbps plan. My Xfinity gateway is in bridge mode and hard-wired to an Eero 6+ primary node. I am testing over time and consistently when about six feet from the primary Eero. Windows reports a 5 GHz Wi-Fi connection, channel 108, with 1170 Mbps receive/transmit link rates and 79% signal strength. Despite that, Speedtest results under similar conditions have varied from approximately 31 Mbps to 820 Mbps.

Please do not treat this as a general Wi-Fi placement issue. I am asking for a technician to check the modem, coax drop, splitters/connectors, downstream/upstream DOCSIS channel levels, SNR, correctables/uncorrectables, and event logs.

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27 days ago

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XfinityJustinM

Official Employee

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866 Messages

28 days ago

Greetings @user_wm0nig, thanks for taking the time to share some of your findings with us. There are some standard steps that we must take before dispatching a technician, but we can certainly get to that step. Our team also has the ability to review 4 of the 7 task that you asked to be completed, and our technology these days can often run a self-heal on the network if the issue is not hardware related. Before we jump too far ahead, I'd like to know what troubleshooting steps if you have tried if any thus far. A good starting place is our troubleshooting guide here.

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user_wm0nig

Visitor

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3 Messages

  1. Checked for outages in my area.
  2. Power cycled (restarted) the Xfinity gateway/modem.
  3. Allow Xfinity to send a remote refresh/reprovisioning signal to the modem. Would repeat if determined that would help.
  4. Verified that all coaxial cable connections are tight and undamaged.
  5. Tested internet speed while located very close to the primary gateway/router. See data from February 2026 to now. Testing always occurs in exactly the same place- 6 feet from the primary eero 6+ node.
  6. Tested internet speed on a different device.
  7. Verified that the gateway and Eero firmware are up to date.

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27 days ago

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XfinityQue

Official Employee

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724 Messages

 

user_wm0nig, ok and thank you for sharing all of that great information! Can you hard-wire connect a computer to your xfinity gateway and run a speedtest directly from the gateway and share the results? I prefer speedtest.xfinity.com. 

 

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.
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27 days ago

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user_wm0nig

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3 Messages

Hard-wired always returns good results. Today's was 900+ Mbps. Wifi was inconsistent following this same pattern between 30-800 Mbps before bridging the Xfinity modem to the eero 6+. The eero 6+ was added in late March (see graphic). The problem is that wifi signal has been inconsistent for an extended period across different hardware profiles. 

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27 days ago

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XfinityKei

Official Employee

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2.5K Messages

@user_wm0nig
Can you please direct message me your first and last name along with your full service address so I can check over what we have for your signal levels and troubleshot further.

To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "Start new conversation" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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 as Best Answer.tick

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27 days ago

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EG

Expert

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119.2K Messages

27 days ago

@user_wm0nig @XfinityKei 

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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