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Visitor

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2 Messages

Saturday, February 17th, 2024 1:21 AM

Unstable internet

Ever since I switched to my own router/modem my internet is unstable and drops…

Contributor

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168 Messages

2 months ago

@user_ce584d - Here is the Internet Troubleshooting Tips if you would like to try, also there is the list of currently approved by Xfinity Cable Modems

Expert

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103.3K Messages

2 months ago

Is this with a WiFi connection ? If so, 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. 

Official Employee

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655 Messages

2 months ago

Hey there @user_ce584d sorry to hear about the internet troubles when moving to that personal router, but we would love some additional context here. 

 

How often are the drops occurring? Is this affecting one device? Multiple devices?  Does this happen at a specific time of day? When the drops occur, is the modem completely resetting? What self-troubleshooting steps have you taken already? 

 

We have an amazing knowledgebase that I'm sure will help. 

 

Answered: Tips for Troubleshooting your Xfinity Internet Connection

Expert

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103.3K Messages

2 months ago

@user_ce584d 

Have you had a chance to try that test ?

Visitor

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2 Messages

The connection that gets lost is actually my TVs connection to the Wi-Fi.   I seem to have to constantly reconnect it.  

Official Employee

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1.1K Messages

@user_ce584d if you had an Xfinity modem previously than it most likely had band steering as a Wi-Fi function. Which automatically connected you to the best Wi-Fi frequency. I would focus on the distance between your TV and owned device. And the type of network in use. I recommend using your 2.4 GHz network if you aren't already. 

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Expert

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103.3K Messages

2 months ago

The test ?? Can you hardwire it or some other device to the router with an ethernet cable and see if the same thing happens ?

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