For 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.
Hello @user_b93aff, thanks for taking the time to reach out to our team on Forums. We appreciate you being a customer with us, and I am sorry to hear about the connection issues you've been experiencing. I definitely know how inconvenient and frustrating it would be to lose connection every 15 mins, so we absolutely want to get to the bottom of this. My team is here to support you.
For troubleshooting purposes, have you attempted to manually reboot the modem to see if that helps correct this on your end? Do you experience these disconnects/drops on any devices directly connected to the modem with an Ethernet cable? To manually reboot, please unplug the power cable from the back of the modem, wait 10-15 secs, plug the power cable back in, and allow 10 mins or less for the modem to reboot.
EG
Expert
•
110.1K Messages
1 year 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 ?
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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0
XfinityAmira
Official Employee
•
4.1K Messages
1 year ago
Hello @user_b93aff, thanks for taking the time to reach out to our team on Forums. We appreciate you being a customer with us, and I am sorry to hear about the connection issues you've been experiencing. I definitely know how inconvenient and frustrating it would be to lose connection every 15 mins, so we absolutely want to get to the bottom of this. My team is here to support you.
For troubleshooting purposes, have you attempted to manually reboot the modem to see if that helps correct this on your end? Do you experience these disconnects/drops on any devices directly connected to the modem with an Ethernet cable? To manually reboot, please unplug the power cable from the back of the modem, wait 10-15 secs, plug the power cable back in, and allow 10 mins or less for the modem to reboot.
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0
EG
Expert
•
110.1K Messages
1 year ago
@user_b93aff
Have you had a chance to try that test ?
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