Troubleshooting

I hope this message finds you well. I am experiencing an ongoing issue with my internet connection, which has become increasingly unstable over the past few days. The connection intermittently drops, and for the past three days, it has completely disconnected for 2-3 minutes at a time. This issue occurs across all devices I have tested, including my PC, two laptops, and smartphones.

I am using the router provided by Xfinity when the internet was initially set up in my apartment. To troubleshoot, I purchased a new internet cable, thinking the issue might be due to insufficient power to the router, but the problem persists. I have also tried reinstalling the operating system and adjusting firewall settings without success.

I am willing to share the results of several network tests I have conducted, including:

Pathping ipV4
Pathping ipV6
Tracert ipV4
Tracert ipV6
Troubleshooting logs (network and firewall) from the past week

Please let me know if you require these logs, and I will provide them promptly. I kindly ask that you investigate the issue on your end. It is possible that there may be external damage to the wiring outside my apartment, or that there could be a technical issue on your side.

Your assistance in resolving this matter would be greatly appreciated. I look forward to your response.

Thank you in advance for your attention to this issue.

Responses

U

user_0bqtn6

Visitor

•

3 Messages

5 days ago

Tracing route to dns.google [8.8.8.8]
over a maximum of 30 hops:
0 Private Host Name [Private IP]
1 Private IP
2 Public IP
3 po-301-1204-rur02.sterling4.mi.michigan.comcast.net [X.X.X.X]
4 ae-47-ar01.pontiac.mi.michigan.comcast.net [X.X.X.X]
5 be-501-arsc1.pontiac.mi.michigan.comcast.net [X.X.X.X]
6 be-32141-cs24.350ecermak.il.ibone.comcast.net [X.X.X.X]
7 be-2404-pe04.350ecermak.il.ibone.comcast.net [X.X.X.X]
8 * * *
Computing statistics for 175 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Private Host Name [Private IP]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% Private IP
0/ 100 = 0% |
2 10ms 1/ 100 = 1% 1/ 100 = 1% Public IP
0/ 100 = 0% |
3 10ms 1/ 100 = 1% 1/ 100 = 1% po-301-1204-rur02.sterling4.mi.michigan.comcast.net [X.X.X.X]
0/ 100 = 0% |
4 12ms 1/ 100 = 1% 1/ 100 = 1% ae-47-ar01.pontiac.mi.michigan.comcast.net [X.X.X.X]
0/ 100 = 0% |
5 12ms 3/ 100 = 3% 3/ 100 = 3% be-501-arsc1.pontiac.mi.michigan.comcast.net [X.X.X.X]
0/ 100 = 0% |
6 18ms 1/ 100 = 1% 1/ 100 = 1% be-32141-cs24.350ecermak.il.ibone.comcast.net [X.X.X.X]
0/ 100 = 0% |
7 18ms 0/ 100 = 0% 0/ 100 = 0% be-2404-pe04.350ecermak.il.ibone.comcast.net [X.X.X.X]

Trace complete.

I can send all the tests with all the addresses to your email address

(edited)

3

0

XfinityKei

Official Employee

•

1.4K Messages

@user_0bqtn6 I’m sorry to hear about your internet connection. Our team is here to help resolve your concerns, so you can enjoy your connection without interruption. Do you have any additional separate devices connected such as routers, extenders, splitters, power strips or amplifiers connected?

Have you checked the modem and wall outlet to confirm all the connections are finger tight and secure?

Have you had the chance to reset the modem?

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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5 days ago

0

U

user_0bqtn6

Visitor

•

3 Messages

Thank you for your response.

Yes, I have already followed all the steps you mentioned:

- I performed a full factory reset on the router/modem.

- There are no additional devices involved — no extenders, splitters, power strips, or amplifiers.

- The Ethernet cable is directly connected from the modem/router to the main PC.

- All connections, including the one at the wall outlet, are secure and finger-tight.

- I have also power-cycled and reset the modem multiple times.

Despite following these steps, the issue persists. The connection remains very unstable, and sometimes it completely drops. This is especially noticeable during online gaming, video calls, and screen sharing on platforms like Discord or Google Meet.

I also experience frequent CAPTCHA/bot checks, which suggests there may be an issue with the current IP address assigned to me. I am not using any VPN, proxy, or DNS customization.

Here’s a summary of a recent traceroute to Google DNS (8.8.8.8) that I just ran, showing packet loss across multiple hops:

Tracing route to dns.google [8.8.8.8]
over a maximum of 30 hops:
0 [Private Hostname] [Private IP]
1 [Private Gateway IP]
2 [Public ISP IP]
3 po-301-1204-rur02.sterling4.mi.michigan.comcast.net [X.X.X.X]
4 * ae-47-ar01.pontiac.mi.michigan.comcast.net [X.X.X.X]
5 be-501-arsc1.pontiac.mi.michigan.comcast.net [X.X.X.X]
6 be-32141-cs24.350ecermak.il.ibone.comcast.net [X.X.X.X]
7 be-2404-pe04.350ecermak.il.ibone.comcast.net [X.X.X.X]
8 * * *

Computing statistics for 175 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 [Private Hostname] [Private IP]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% [Private Gateway IP]
1/ 100 = 1% |
2 11ms 4/ 100 = 4% 3/ 100 = 3% [Public ISP IP]
0/ 100 = 0% |
3 11ms 1/ 100 = 1% 0/ 100 = 0% po-301-1204-rur02.sterling4.mi.michigan.comcast.net [X.X.X.X]
0/ 100 = 0% |
4 13ms 1/ 100 = 1% 0/ 100 = 0% ae-47-ar01.pontiac.mi.michigan.comcast.net [X.X.X.X]
0/ 100 = 0% |
5 15ms 1/ 100 = 1% 0/ 100 = 0% be-501-arsc1.pontiac.mi.michigan.comcast.net [X.X.X.X]
2/ 100 = 2% |
6 20ms 3/ 100 = 3% 0/ 100 = 0% be-32141-cs24.350ecermak.il.ibone.comcast.net [X.X.X.X]
0/ 100 = 0% |
7 19ms 3/ 100 = 3% 0/ 100 = 0% be-2404-pe04.350ecermak.il.ibone.comcast.net [X.X.X.X]

Trace complete.

Please escalate this issue to the appropriate technical team or run diagnostics from your side, as I believe this may be a network-level issue.

Let me know if you need any further information from me.

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4 days ago

0

XfinityJohnG

Official Employee

•

1.6K Messages

Thank you very much for checking on that, and for all of that information @user_0bqtn6. In order for me to escalate any issue I will have to have you send me a direct message with the full name and complete address for your service.

To send a direct message [private message]:

Click the "Direct Message" 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

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

Like

Reply

4 days ago

0

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