Flyinion's profile

Contributor

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95 Messages

Monday, May 22nd, 2023 1:42 AM

Weird random quick connection losses after 10G infrastructure upgrade in area

A couple weeks ago Xfinity came in and upgrade all the street side cabling in our area to support the new 10G network.  Since then we've been getting weird short random disconnects on multiple devices many times a day.  Our XB7 always shows a white light, no detected problems in the Xfinity app, but for instance browsing the Facebook app on an iPad I'll get a message "internet connection lost" then a couple seconds later "Internet Connection restored".  On my PC which is hardwired directly to the XB7 I've had problems with Teams, Discord, and other apps randomly disconnecting in a similar fashion.  I've rebooted XB7 both from inside the app and also pulling the power and reconnecting it after a minute or two.  Anyone else had a similar issue after this network "upgrade"?

edit:  I checked the various logs in the gateway and it showed no actual errors, and signal seemed good but I don't remember offhand what the correct levels are supposed to be.

Flyinion

Contributor

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95 Messages

18 days ago

Here's a TraceRT and a look at the codewords section of the gateway.  Channel specs based on that link above look ok.  TraceRT was to www.comcast.net 

(edited)

Official Employee

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235 Messages

Hi @Flyinion Thank you for reaching out through Xfinity Forums. Are you still needing assistance with your internet concerns? 

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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Visitor

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2 Messages

Our area was upgraded to 10G on May 18th.  I also experienced a lot irregularity with my network and TV.  My subscription is for 800 down and according Xfinity's diagnostic I am getting 900+ to the gateway, however that does not translate to my devices anymore; prior to the upgrade I would continually test to my devices between 500 to 600 down.  I have a XFI ADVANCED GATEWAY and unplugged and rebooted it several times and still see fluctuations between 54 down to 400 down.  I went as far as purchasing a Xfinity approved Wi-Fi Modem Arris SB8300 to see if it would change the results, it did not.  I submitted a ticket and still have not heard back.  I am a long-time customer but am considering moving because I cannot have this type of service and work from home.

Flyinion

Contributor

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95 Messages

@XfinityAliciaA​ I ended up doing a chat with Support through the Xfinity app on Monday and they put in a ticket to look into it.  Apparently they're working on it and will get back to me by Friday as per a followup chat I had on the app this afternoon. Thanks!

Official Employee

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475 Messages

That's great news! Thank you for letting us know.

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

Visitor

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2 Messages

I had another outage last night and now I am down to 20 down.  Come on Xfinity, Reliable? Fast?  I need to work

Visitor

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9 Messages

1 day ago

Here's an idea.  How about Comcast/Xfinity sending a specific detailed email to those likely to be affected by this 10G rollout about these intermittent problems.   This week the drops all stopped around 8 am PDT and I am 100 % good the rest of the day. I am in Salinas CA / Monterey area.  So there is a method to their madness. Someone is working on this and causing the problem but no information disclosed to customers.  Everything is NOT good.  10G will be a good way for Comcast to lose even more customers once an internet service alternative surfaces.

(edited)

Visitor

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9 Messages

1 day ago

BTW - I know I should have called tech support or chat with someone in India but they just read some script back to you and never acknowledge a local problem.   Stuck until it is fixed.  I do not think my cable modem or router needs to be replaced, nor have the connections loosened.  Yes, a re-boot should always be done, but just once.  Then it becomes a waiting game until the mystery is resolved.

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