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.
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.
@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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user_noname
Contributor
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168 Messages
9 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
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EG
Expert
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107K Messages
9 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.
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0
XfinityAlfonso
Official Employee
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1.2K Messages
9 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
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EG
Expert
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107K Messages
9 months ago
@user_ce584d
Have you had a chance to try that test ?
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EG
Expert
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107K Messages
9 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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