Why does my modem keep going offline?

What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1 

Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.

What is the exact make and model number of the modem / gateway device ?

Is this with a WiFi connection ?

Hello, @caj4011. Thank you for reaching out over Xfinty Forums for support, you have contacted the right place for support in regard to the connectivity concern. Working from home myself, I completely understand needing to have a reliable connection. I appreciate the information you have provided in self-help troubleshooting steps you have already taken. 

 

A few helpful things you can check if you already haven't attempted these:

 

- Try a different outlet for your modem

 

- Try a different Ethernet cord if your using a hardwired connection 

 

- Plug the modem directly into a power outlet instead of a power strip

 

If you're still experiencing issues I can definitely help with investigating and troubleshooting further. Since I will need to gather some infromation to locate your account and don't want to discuss this in our public conversation, please send a direct message: 

 

To send a direct message: 

 

Click "Sign In" if necessary

 

• Click the "Direct Message" icon in the upper right - it looks like a chat bubble  

• Click the "New message" (pencil and paper) icon just to the right of Conversations

• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!

• Type your message in the text area near the bottom of the window

• Press Enter to send it

To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address.

@caj4011 

Did you have a chance to gather that requested info ?