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34 disconnects within 24 hours, phone support won't help!

helpplease2021
New Poster

34 disconnects within 24 hours, phone support won't help!

I've been suffering with poor service from Xfinity for over a year now and no one helps.

 

My Internet literally disconnects dozens of times a day, every single day. I call and of course by the time someone answers it works as it disconnects for 30 seconds to 7 minutes each time before randomly working again.

 

One time around a year ago they sent someone who said maybe it's the T Splitter and provided a new one. That did nothing.

 

We've been dealing with the kids getting kicked off online classes many times a day and it's just ridiculous. Even when Xfinity called after the initial 'we have to reset your device' set the call dropped because the wifi disconnected!

 

I am 100% certain this is not my modem or router. They were less than 2 years old, and within the last 2  1/2 months I bought brand new ones again and it's the exact same problem. 

 

It basically has to be the coax cable coming into the house from the xfinity box outside, yet because of Covid the phone support says they won't send anyone out since it intermittently works!

 

The Xfinity app pretty much always shows the modem is offline even though it is online the majority of the time (except about 1-4 hours a day during the 30+ disconnects for 30 seconds to 7 minutes each).

 

This disconnecting happens day or night, I found a program to track it so it should have nothing to do with maybe there's too many devices on at the time etc. I also bought the most expensive equiptment I could find at best buy that says it works for a 7,500 sq ft house (which I don't hvae) so I honestly can't think of anything other than it having to be on Xfinity's side.

 

I've replaced every single coax cable on the inside, as well as the TSplitter, as well as not even using the TSplitter and therefore not having access to the TV I pay for. I've also unplugged the devices hundreds of times and also tried to add them again to Xfinity to confirm that MAC address was entered correctly. Nothing works on my side.

EG
Expert

Re: 34 disconnects within 24 hours, phone support won't help!

Start with the modem's signal stats. Perhaps they already are, or they are close to being out of spec and intermittently they go completely of spec. Try getting them here http://192.168.100.1 or here http://10.0.0.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?




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ComcastAnna
Official Employee

Re: 34 disconnects within 24 hours, phone support won't help!

Hi @helpplease2021, welcome to Xfinity forums! I am sorry to hear about your internet connection problems. You have certainly reached the right team of experts to help. Can you please send me a private message with your full name and service address, so I may further assist? To send a private message, you can just click my username and then select send message. I look forward to hearing from you!  


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EG
Expert

Re: 34 disconnects within 24 hours, phone support won't help!

@helpplease2021 

 

Please post the info that I requested here in the open forums so that all readers here may benefit from the exchange. This is keeping with the spirit for which these public help forums were originally intended. Thank you.



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Was your question answered? Mark the post as Best Answer!