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user_us8pi8
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9 Messages

Thursday, February 15th, 2024

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Wifi strong - internet totally unreliable

Internet goes down intermittently all day,  everyday.  It is so frustrating. My network test shows everything  is strong and speeds are x% more than they should be, but internet goes off constantly, leaving me staring at circles, or getting kicked off completely. Right now, I'm connected to my network, without internet. A constant occurrence.

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Updated 

2 years ago

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user_noname

Contributor

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168 Messages

2 years ago

@user_us8pi8 -  Please review and try these steps if you would like - Internet Troubleshooting Tips

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EG

Expert

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112.8K 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 ?

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user_us8pi8

9 Messages

Yes either way is connected

2 years ago

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XfinityShawn

Official Employee

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1.8K Messages

@user_us8pi8 Have you tried any troubleshooting through our Xfinity app? 

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

2 years ago

0

EG

Expert

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112.8K Messages

2 years ago

@user_us8pi8 


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 ?

(edited)

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user_us8pi8

9 Messages

I don't know the gateway login info. Is it the same as my account login?

Seems to me if it's Xfinity wifi and the equipment they rent to me,  it should be on Xfinity to ensure a dependable service. 

Whenever I correct them,  they simply tell me to reset my router. 

2 years ago

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XfinityVianney

Official Employee

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2.4K Messages

Hi, @user_us8pi8. To piggyback on @EG's request, you can find how to check your signal levels and log in to your Gateway HERE. When you get to this page, you can hit Control + F, and type in "Check Your Signal Levels" to find it faster since there is a lot of info there.
This will help us get a better view of what the power levels are there and what could be going on. With the wireless network, there can be a few variables that would affect speeds like your network setup, old cables/connections, unnecessary splitters, how many devices are online, etc. We are absolutely here for you, and we are more than happy to troubleshoot. It will help, however, to get more details about your network/levels, so we can provide the best help possible. Any issues with devices that are hardwired? 

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

2 years ago

0

user_us8pi8

9 Messages

@XfinityVianney​

I am sorry, but what am I supposed to be looking for?

I am having the ssame issue wired or wifi-connected. 

Internet just goes out all day, everyday, 2,3, sometimes 10 minutes.

I accessed the gateway, but I do not know what I am looking for. I did not have this issue until I switched to X1.

2 years ago

0

EG

Expert

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112.8K Messages

2 years ago

Not sure if this still applies;

admin is the default username and password is the default password. Once you log in, and are at the main screen, you will need to select the dropdown menu for Connection under Gateway. Then select XFINITY Network. Scroll down to find the downstream power, the SNR, and the upstream power information.

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user_us8pi8

9 Messages

Upstream Power Level
44.020599
45.500000
42.520599
45.020599
45.520599

SNR
38.983261
38.983261
38.605377
38.983261
38.983261
38.983261
38.605377
38.983261
38.983261
38.983261
38.983261
38.983261
40.366287
40.366287
40.366287
40.366287
40.366287
40.366287
40.946209
40.366287
40.366287
40.946209
40.946209
40.366287
40.366287
40.366287
40.366287
40.366287
40.946209
38.983261
38.983261
40.366287
40.21 dB
Downstream Power Level
-3.700001
-4.299999
-4.000000
-3.900002
-3.400002
-4.299999
-4.799999
-4.200001
-4.900002
-5.200001
-5.500000
-5.799999
-1.500000
-1.700001
-1.799999
-1.900002
-2.099998
-2.099998
-1.500000
-2.000000
-2.099998
-2.400002
-1.799999
-1.799999
-2.299999
-2.799999
-2.599998
-2.200001
-2.700001
-3.400002
-3.200001
-3.200001
-5.900002 dBmV

2 years ago

0

EG

Expert

 • 

112.8K Messages

2 years ago

The signal status values at that snapshot in time were in spec. The downstream power is a bit on the low side but it shouldn't be a problem if it's remaining stable. Perhaps there is noise ingress into the line(s) /  an upstream channel / return path impairment somewhere.

There are other signal stat values that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.


I'm going to escalate your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check for any real-time degradation and / or error reports, see your node / cable plant, and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and those upstream receive signal stats.


You should get a reply here in your topic. Good luck !

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user_us8pi8

9 Messages

I appreciate your assistance and reply, while I must admit I have no idea what it meant. :)

2 years ago

0

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