8 Messages

Saturday, February 15th, 2025 3:40 PM

Xfinity Wifi frequent disconnection/MoCa adapter

I just moved into a new apartment that comes with built-in xfinity wifi. The wifi drops completely from all devices every hour or so and then comes back on shortly after. Its been very frustrating trying to get any work done or even just stream a movie. I also wanted to use MoCa adapters so I could plug some of my devices in through ethernet, but I don't think my gateway (XB7) is compatible. I have one of the coax cables plugged into the adapter but it is not working. I found some resources online about going into my browser and typing 10.0.0.1 to access the settings but it wont let me connect to the page.  

I am also learning very quickly that the resources the xfinity offers are unhelpful AI bots that seem to not comprehend any issues. I have yet to come in contact with anyone that is a real human being or speaks english as a first language. Please let me know if you there is anything I can do to fix my problem.

Official Employee

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2.2K Messages

3 months ago

 

user_5gjkyl, Hi there! Thanks for taking the time to reach out. This is definitely not the experience we like to hear about. I can understand the importance of having your wifi working correctly as I depend on my internet services for my job. I am so sorry to learn about this experience and that we have made you feel this way about our support resources. You've come to the right place. We are a team of experts who specialize in resolving wifi concerns such as this over social media. We can help. Have you tried connecting a device directly to the gateway modem via an ethernet cord to a laptop or computer to see if you experienced the same issue? I recommend hardwiring directly into the modem when logging in to the modem via the admin tool like in this link here. Here is also a great link to more details about our Wifi Ready apartments. Please let me know if this helps.

 

8 Messages

Hi Gabriel, I can definitely try this and let you know if it works. I haven't been able to determine if the internet only cuts out when connected to wifi or if it will also cut out when wired via ethernet. I appreciate your response and I hope we can solve this issue together. Would you be willing to provide some next steps for both scenarios? (if wired doesn't experience the same issues or if wired does experience the same problems)   

Official Employee

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1.9K Messages

user_5gjkyl I would be wondering the same thing. To ensure that we have all of our ducks in a row, the services in your apartment have a dedicated XB7 connected in your unit? Or is this a situation where the apartment is broadcasting the Wi-Fi from a central point on the property? 

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8 Messages

Yes I have a dedicated XB7 for my specific unit. I am currently plugged into my modem with an ethernet connection but it is still not allowing me to access the 10.0.0.1 through my browser. I keep getting "ERR_EMPTY_RESPONSE" when i try to load the page. 

8 Messages

I also cannot seem to get internet access when I plug directly into the back of the XB7 but only when i plug it into the ethernet splitter (which is odd)

Official Employee

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2K Messages

@user_5gjkyl You're the best! Thank you for doing some additional investigating to help us find the root cause as quickly as possible. It sounds like the additional Ethernet ports on the back of the modem may have been disabled to ensure use of the splitter. It's awesome that you could gain access to the internet once you connected to the splitter! 

 

Please monitor your internet connection and let me know if you are experiencing the same internet drops over a hardwired connection. 

If the drop happens over WiFi but the hardwired connection remains steady, that tells me the root cause is the internal router that broadcasts the wireless signal and we will focus on troubleshooting the router. If the drop happens over WiFi and a hardwired connection simultaneously, it tells me we need to focus efforts on the cable signal being delivered to the home. 

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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