3 Messages
WiFi Dropping Regularly
Since moving to our current address and switching to an X1 Gateway, several times per day and almost every night I lose WiFi service in my house. It only stays down for 3-5 minutes normally, but sometimes longer. When I try to report it the automated service always comes back as no issues and is usually back online before I get the testing response. Or I am told to restart, which sometimes takes 2-3 tries for service to be restored.
This is not a workable situation when my partner works remotely from our home and our other services are unusable several hours a night.
EG
Expert
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110.6K Messages
2 years ago
For 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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EG
Expert
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110.6K Messages
2 years ago
OK. 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 ? X1 is a TV box, not internet.
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EG
Expert
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110.6K Messages
2 years ago
The upstream power is on the high side (it's way out of spec on the OFDMA channel 41) and it may be intermittently fluctuating even farther out of spec. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.
In an effort to try to obtain better connectivity / more wiggle room, check to see if there are any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.
Also check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, etc.
If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.
Good luck with it !
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EG
Expert
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110.6K Messages
2 years ago
@user_1084eb
There's no need to go private at this point......................... Did you have a chance to see if any of those tips apply ? If so, please reply right here on the public help board.
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