Recently I have been experiencing 5-6 times a day of wireless disconnects. Affecting my work performance with general work and live meetings online. When I signed up for Xfinity, I did not take into account that there is no live phone calling to a tech upon running into a issue. Thought to myself, how bad could it be. So, I signed up for Xfinity. Now, I have ran into an issue of my wireless disconnecting multiple times per day getting worse for roughly a month now. Since I'm an IT tech, this issue was pinpointed to a Gateway (router) firewall log files saying the following -
| FW.IPv6 INPUT drop , 1735 Attempts, 2024/9/30 15:57:13 |
Firewall Blocked |
|
| FW.IPv6 FORWARD drop , 1637 Attempts, 2024/9/30 15:56:31 |
Firewall Blocked |
Bring this to Xfinity attention - Chat with AI was very useless and frustrating. I placed sentences detailing the exact issue in there to no avail. Finally, have 25 minutes, I noticed a switch to "Live Agent". The agent asked a lot of worthless questions. I had to place in there "getting disconnected 5-6 time daily, with router firewall log files results". Agent said he will set up a technician to call me in the next 20 minutes. Got a call from a technician only for him to say; "Hi, what seems to be the problem". To then found out that the Agent of whom set up the call for a tech to call me, did not even relay any information from our chat! Now, I had to once again explain my detailed findings as explained in the chat previously. Now, the tech on the phone told me he would set up a tech to visit my location. Fast forward to that tech visit. I showed him the log of the firewall results. He immediately said that show a problem with the wiring inside of house or outside and that he will track it down. He tested everything, added another ground cable connection outside and said the issue is external away from the house on the street level. He said he would put in a workorder himself for a proper tech with the equipment/truck, etc. to handle the job. One week later nothing has been done. So, I had to bring open once again the very painful chat of AI and then 20-30 minutes later a live agent. Gave him the case order number from the tech I last talk to on the phone a week ago gave me. Only to get a reply back from the Live Agent chat saying that it was closed. Then I had to explain all over again what is happening and why and added the tech visit results. The different Live Agent chat person, created once again a case order number and said a tech will call me once again in 5-10 minutes. Two hours later, no phone call. Was able to resume a live chat (never closed the chat window) and explained I'm still waiting for a call. The agent then apologizes that he created a bad case order number and will have to create a new one all over again. Agent chatted someone will call you later today or tomorrow morning to arrange for a tech visit of whom can address street level issue. Next day, no phone call, suddenly the doorbell rang and totally interrupted a live meeting I was in. Open the door and the two techs said we're here to fix the cabling issue. After explained to them was not happy about the sudden no scheduling visit. They even said yes you must have chatted with someone not in the U.S. and laughed. They then said they'll fix it and they tore up location near the sidewalk, etc. Twenty minutes later they said they're done. Now a day later today. Still not fixed. Once again opened another chat 20-30 minutes later, got another case order number (this making a grand total and counting 4 case order numbers). Now, I'm once again scheduled for yet another tech to come out and try once again of fixing this situation that should have been fixed several weeks ago on day one. My worry is that first it better be the right tech that has the equipment/truck, etc. to do the job, second after they do this or do that and comes and says they're done. That indeed hopefully it will be done. They will most likely say; "we're done check the connection and see". Well, they will forget to see if the issue is truly fixed will require a full day of internet service and if we can go a full day measurement of good non-disconnecting service they will be fixed. I'm not holding my breath on it... To be continued......
XfinityJeniece
Official Employee
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2.4K Messages
1 month ago
Hey there, ApayingITtechcustomer, thanks for reaching out through Xfinity Forums regarding your account. We would be happy to help you with troubleshooting your internet connection. I know how important it is to have a solid connection as I work from home. You have reached the right place!
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil 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
- An "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.
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EG
Expert
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107.1K Messages
1 month ago
@ApayingITtechcustomer @XfinityJeniece
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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ApayingITtechcustomer
3 Messages
1 month ago
Issue is resolved and a slight correction from my original post.
The overall firewall logs results and overall performance make to a very complex situation that is normal in the IT world. Not one single person in this world knows everything about IT.
Far too much complexity, variables, dependencies, multilevel factors, etc.
My original post was posted in anger clogging my IT judgement.
The firewall log results posted in my original post are still an occurrence, and a little worry some, but still occurring.
To break it down on each result –
FW.IPv6 FORWARD drop occurs when your Gateway (router) and or Firewall drops IPv6 packets of which can cause an internet connection to randomly disconnect (and random slowness). A disconnect/reconnect timeline results in seconds from start to finish. With IPv6 being the newest version of an internet protocol, and with many worldwide location designations supporting it.
Not everything is setup/configured correctly on accepting data traffic that’s associated with the IPv6 protocol. Basically, not all ISP’s (Internet Service Provider) supports IPv6 throughout the network locations of this world. Depending on the location, we still have ISPs of their infrastructure mostly supporting IPv4 which will cause drops trying to use IPv6, etc.
FW.IPv6 INPUT drop of many attempts of one single entry is most likely a sign of a connection problem. With both FW.IPv6 FORWARD and INPUT showing once on a day’s results is pointing to a wired cabling issue that could be near by or a distance away. If only FW.IPv6 INPUT drop shows without the FORWARD, then that would most likely be signs of a hacking attempt from somewhere in the world. Make sure your firmware is updated and if still occurring, contact your ISP for help, etc.
My resolution ending up being combine two results –
First, due to being given from Xfinity the latest XB8 model Gateway (router). Found out by default it is set for WPA3 Security mode. In general, for several more years WPA3 is still considered ahead of its time. As WPA3 with its 192-bit AES encryption is much stronger protection. It’s still not compatible throughout the world of designations for accurate stability. For many large-scale companies are still using WPA2 (enterprise due to business) because of its strong stability and yet secured. For personal, WPA3 can still be affective depending on what you do. For gamers, its recommended to use WPA2 Personal.
For myself working from home representing a very large-scale company. I needed to reduce it to WPA2, for as my company infrastructure is a successful WPA2 environment.
Second, my location is (for now) considered from a Comcast view at the end of the line. Depending on the direction of looking, other houses have not been set with fiber yet.
Because of that result the steady stream of my data was being dropped. Also, if there is any form of an issue, being at the end of the line, only I would see it and feel the negative affects of it. Compared to those in between my location and central control area would not see anything as all issues by design pass along to the end of the line.
As mentioned from previous post, two technicians came by and replaced some cabling from the side of the house to a street location. Turns out those techs were basic contractors that Comcast pays to place or replace the actual cabling in the physical street itself. They did not have the equipment to really pinpoint a break anywhere, just doing what they were told by someone in Comcast sitting behind a desk and not having any touch with reality and end of wasting Comcast money on fixes that don’t need it.
Finally, Saturday 10-12-24 came by and one very honest tech (25yrs of experience) came by and after quickly updating him on what the issue is and what action have been done unsuccessfully. He was within minutes able to see there was a cable breakage further down the road from my location causing performance dropping, etc.
He then got on the phone and called a tech of who could look at the several control centers areas that can include blocks away or miles away. That tech came by and noted roughly a block away we had a cable breakage. Twenty minutes later he drove back to my location and said everything should be fixed now.
When asking him what happen, it was a quick yet basic understandable answer. ISP companies go out and pay for third-part contractors to place (rip up, smooth back down) the line in the actual streets themselves and with that comes not much care of interference results, etc.
Overall, results are no more intermittent drops (for now), but firewall log say otherwise and WPA2 working better for myself (WFH – work from home) and my two kids being gamers.
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EG
Expert
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107.1K Messages
1 month ago
@ApayingITtechcustomer
Thank you for circling back with the update ! Hope things hold up for you ! Good luck !
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