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user_otpj4z
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Monday, February 24th, 2025 12:37 AM

Wifi keeps dropping intermittently for the past two weeks

It will drop multiple times a day, usually for about 10 minutes each time. The app and the website tell me to restart my modem, but there must be some other issue. Could this be an issue with the equipment? It's a couple of years old. 

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15 hours ago

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EG

Expert

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108.8K Messages

5 days ago

As 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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user_otpj4z

6 Messages

The only thing I have directly connected to it is a phone that I use for work and it goes offline too. I've tried restarting the router as suggested three times and have made sure all the cables are tightened. It's very random, happening at all hours. 

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4 days ago

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EG

Expert

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108.8K Messages

4 days ago

@user_otpj4z 

What do the modem's signal status values 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 ?

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user_otpj4z

6 Messages

@EG​ I cannot get to either of the pages. http://192.168.100.1/ won't connect and http://10.0.0.1  is asking me to login to the Gateway. I've tried my Comcast username/pw and my wifi username/pw and neither of those seems to be the right one. 

The model name is XB7.

 

(edited)

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1 day ago

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user_otpj4z

6 Messages

Hmm. This says my reply is private. Not sure how to change that...

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1 day ago

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XfinityKassie

Official Employee

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1.6K Messages

 

user_otpj4z Thank you for giving it a try. The defalt login information is below, please give that a try. If that still doesn't work, I've included the steps to send us a Direct Message as well. Please include your name and service address. I look forward to working with you to resolve the issue!
 
Username: admin
Password: password
 
 
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window 
Press Enter to send it

 

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

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1 day ago

user_otpj4z

6 Messages

@XfinityKassie​ Oh the ol' admin/password set up. I can't believe I didn't think about that *lol*

Downstream
Channel Bonding Value
Channel ID
28
4
12
20
1
2
3
5
6
7
8
9
10
11
13
14
15
16
17
18
19
21
22
23
24
25
26
27
29
30
31
32
0
0
193
194
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
519000000
375000000
423000000
471000000
357000000
363000000
369000000
381000000
387000000
393000000
399000000
405000000
411000000
417000000
429000000
435000000
441000000
447000000
453000000
459000000
465000000
477000000
483000000
489000000
495000000
501000000
507000000
513000000
525000000
531000000
537000000
543000000
692800000
959800000
SNR
40.366287
40.946209
40.946209
40.366287
40.946209
40.946209
40.946209
40.366287
40.366287
40.946209
40.946209
40.366287
40.946209
40.366287
40.946209
40.946209
40.946209
40.946209
40.946209
40.946209
40.366287
40.946209
40.366287
40.946209
40.946209
40.366287
40.946209
40.946209
40.946209
40.946209
40.366287
40.946209
43.84 dB
42.71 dB
Power Level
4.000000
2.200001
2.599998
2.799999
2.400002
2.599998
2.799999
2.200001
2.400002
2.500000
2.500000
2.599998
2.799999
2.700001
3.099998
3.200001
3.099998
2.900002
3.000000
3.200001
2.799999
3.000000
2.799999
2.500000
3.099998
3.700001
3.700001
3.700001
4.300003
4.000000
4.199997
4.500000
5.300003 dBmV
8.000000 dBmV
Modulation
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
QAM256
OFDM
OFDM



Upstream
Channel Bonding Value
Channel ID
4
41
Lock Status
Locked
Locked
Frequency
35600000
39900000-84275000
Symbol Rate
5120 KSym/sec
0 KSym/sec
Power Level
50.270599
58.182629
Modulation
64QAM
OFDMA
Channel Type
US_TYPE_ATDMA
US_TYPE_OFDMA

(edited)

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15 hours ago

0

XfinityDemitrius

Official Employee

 • 

1.6K Messages

4 days ago

Hey @user_otpj4z, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the Xfinity Internet connectivity issues. I would be more than happy to offer my assistance looking into this further for you.

 

Were you able to review the signal levels using the steps provided by @EG? Could you please post the signal levels of the modem as well as check and verify that all the coax connections are in good quality such as no hard bends, kinks, bite marks, or cuts? Sometimes people push the modem back against the wall which causes the cable to bend sharply which can cause communication issues. We hope to hear from you soon and see the signal level readings.

1

0

user_otpj4z

6 Messages

@XfinityDemitrius​ I have replied, but there were some issues ...

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1 day ago

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EG

Expert

 • 

108.8K Messages

20 hours ago

@user_otpj4z 

Were you able to log in to the device using the information given by the official employee @XfinityKassie ? If so, please post those requested signal status values.

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