Visitor
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1 Message
Wi-Fi dropping
Our Wi-Fi has been dropping for a few days. We got a new modem yesterday but are still having problems. At the Xfinity store they told me to call and ask for someone to come check our cables. When I call the system directs me to let them turn our modem off and restart it, but after two attempts it hasn’t done the restart.
XfinityJeff
Official Employee
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70 Messages
12 days ago
Hello @user_k51nmn, and thanks for reaching out to us via Xfinity Forums! I am so sorry to hear about the issues you are having with your internet. As someone that works from home and has a child on summer break, I know how important having a steady connection can be. Good news is you have reached the perfect team that can take a look at the modem and see what could be going on and what we can do to fix the issue! When the internet cuts off how long would you say it stays off for, and how many times a day on average does it cut out?
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zandor60657
Contributor
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217 Messages
12 days ago
Can you test with a hard wired connection, like a computer plugged into the gateway with an ethernet cable? It helps narrow down where the problem is. If a wired connection works fine you know the problem is WiFi. If it's still bad it's likely an issue with your service line and you'll need to have a tech come out.
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EG
Expert
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112.8K Messages
12 days ago
@user_k51nmn
FWIW. Here are some things that you can try before you get a tech visit. If you can fix it yourself, you may be able to save the possible $100.00 charge for the tech visit if the problem is found to be with your stuff rather than theirs.
In an effort to try to obtain better connectivity, check to see if there are any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/reconfigured. 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, animal chews.
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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