Visitor
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1 Message
Upstream/disconnect issues
So having a constant issue with my upstream essentially going out on me at least once an hour during peak times and sometimes even more often. (not as bad off peak but still happens). I have done a factory reset on my modem to make sure it was ok and was better for a bit but then has started happening again the next day. Is there anything i can test myself or is it just a matter of getting someone out to test the lines? I as far as i know only have 1 incoming line from the street and shouldnt have any splits as i had a tech out a few years ago to fix the same issue.
CCAnna
Problem Solver
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874 Messages
4 years ago
Thank you for reaching out to our community @user_e4523b. Welcome to Xfinity Forums. This is certainly not the experience we want for our customers. Stable internet connection is extremely important. You have reached the right team to help.
The short disconnections or "timeouts" during the day I have found are normally caused from a loose connection or noise some place on the line. This could be either inside your home or outside. The first thing to do is rule out the basics. Check the coax cable at the wall and the modem making sure all connections are finger tight. Have you recently made any changes to the location of the modem (a new outlet in the home)? Do you have a splitter attached to the modem, these do need to be replaced over time? Please make sure you don't have any kinked or damaged coax (this is really important). I am sure working together we will get to the bottom of this. Our team will be on standby!
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