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user_7l739g
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Tuesday, April 15th, 2025 6:32 AM

XB3 Gateway DPC3941T

Gateway is regularly dropping connection since I received it over the past 3 months. Could someone explain steps how I can escalate this to tech support. Someone that will actually diagnose the gateway and service lines to get to the root of the issue once and for all. I would really appreciate the help. Thank you for reading this.

Gateway is regularly dropping connection since I received it over the past 3 months. Could someone explain steps how I can escalate this to tech support. Someone that will actually diagnose the gateway and service lines to get to the root of the issue once and for all. I would really appreciate the help. Thank you for reading this.

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Updated 

13 hours ago

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EG

Expert

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109.9K Messages

8 days ago

First. Is this with a WiFi connection ? If so, 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_7l739g

7 Messages

@EG​ Tha ks for the reply. My laptop does not have an ethernet port.

Gateway is regularly dropping connection since I received it over the past 3 months. Could someone explain steps how I can escalate this to tech support. Someone that will actually diagnose the gateway and service lines to get to the root of the issue once and for all. I would really appreciate the help. Thank you for reading this.

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5 days ago

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EG

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109.9K Messages

@user_7l739g 

Quite welcome ! Ok do you have any other device that can be hardwired to the gateway in order to do the test ?

(edited)

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We ask that you post publicly so people with similar questions may benefit from the conversation.

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5 days ago

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user_7l739g

7 Messages

@EG​ The gateway is located on a fireplace mantle. Not a stable location to have an ethernet cable hanging from and connected to a device.

I could, once I find a device with an ethernet port, walk over to the gateway next time the internet connection drops out. Then physically connect the device to the gateway and check internet access. Is this method adequate to test? Or does the device need to be hardwired to the gateway before the wifi internet connection drops?

Gateway is regularly dropping connection since I received it over the past 3 months. Could someone explain steps how I can escalate this to tech support. Someone that will actually diagnose the gateway and service lines to get to the root of the issue once and for all. I would really appreciate the help. Thank you for reading this.

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4 days ago

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XfinityRoberto

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1.7K Messages

6 days ago

Good morning and welcome to Comcast @user_7l739g. I am sorry to hear that you are having troubles with the new modem you just got 3 months ago. You are in the right place and we are happy to assist you today. Now are you seeing your internet drop around the same time of the day?

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user_7l739g

7 Messages

@XfinityRoberto​ Thanks for replying. Now that you mention it I think I have only noticed it happening in the evening. Although that is also when heavier video streaming is done.

(edited)

Gateway is regularly dropping connection since I received it over the past 3 months. Could someone explain steps how I can escalate this to tech support. Someone that will actually diagnose the gateway and service lines to get to the root of the issue once and for all. I would really appreciate the help. Thank you for reading this.

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5 days ago

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XfinityNatalie

Official Employee

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28 Messages

Thank you for confirming. Also, when you get a chance to take the speed test that @EG mentioned earlier please ensure you are connected hardwired if you can to get the best results back. Let us know if you have any questions while completing this step. You can also review Improve Speed Connectivity Coverage to see if making any of these minor adjustments helps to improve your connection when you are video streaming more heavily. 

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5 days ago

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EG

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109.9K Messages

@XfinityNatalie​ wrote;

when you get a chance to take the speed test that @EG mentioned earlier please ensure you are connected hardwired if you can to get the best results back.

Hi Natalie ! FWIW, it wasn't a speed test that I suggested to the poster. They stated that they are having connection dropouts.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

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5 days ago

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user_7l739g

7 Messages

@XfinityNatalie​ Hello, I am experiencing connection drop outs over WiFi. When it happens it is across all WiFi connected devices. The Xfinity app also shows that I am not connected to the internet. It suggests a hard restart by unplugging the gateway for a few seconds. This usually provides a temporary fix. What i want is for someone to find the root cause of the constant drop outs and fix the issue so that I am not having to perform a hard restart (takes 10-15min) all the time. 

Gateway is regularly dropping connection since I received it over the past 3 months. Could someone explain steps how I can escalate this to tech support. Someone that will actually diagnose the gateway and service lines to get to the root of the issue once and for all. I would really appreciate the help. Thank you for reading this.

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4 days ago

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XfinityChelseaB

Official Employee

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1.6K Messages

@user_7l739g, If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

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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4 days ago

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EG

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109.9K Messages

6 days ago

@user_7l739g 

Did you have a chance to try that test ?

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user_7l739g

7 Messages

@EG​ Hi, I have not tried the test.

Does the hardwired device need to be continually connected before WiFi signal drops? Or can I connect a device After the Wifi internet connection fails?

Gateway is regularly dropping connection since I received it over the past 3 months. Could someone explain steps how I can escalate this to tech support. Someone that will actually diagnose the gateway and service lines to get to the root of the issue once and for all. I would really appreciate the help. Thank you for reading this.

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13 hours ago

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EG

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109.9K Messages

4 days ago

@user_7l739g @XfinityChelseaB 

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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