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Connection keeps dropping

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Regular Visitor

Connection keeps dropping

I’m having an issue where my internet connection keeps dropping out. Seems like every time I go to stream a video on my TV it kicks me out after a few minutes. I’ve chatted with Xfinity agents several times and they always say the same thing. They restart the thing and tell me to unplug it and plug it back in and tighten all the cords, when I know it isn’t going to work because it never does. Then they always want to send a tech over. I don’t want to have a tech over in a pandemic. The last time the guy showed up the internet miraculously returned while he was here and he couldn’t find anything wrong with it. He gave us a new modem but after a few months the issue is back. Why can’t a large company like Xfinity make a modem that actually works? All I want is what I paid for. Would buying my own modem help? I’m caught in an endless loop here and I’m getting really annoyed. There must be a way to get reliable internet with constantly losing connection.
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Expert

Re: Connection keeps dropping

For a test, does a computer hardwired directly to the router / gateway device with an ethernet cable have the same problem ?



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Regular Visitor

Re: Connection keeps dropping

My laptop doesn’t have an Ethernet port. 

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Expert

Re: Connection keeps dropping

What do the modem's signal stats look like ? 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 ?

Some tips for improving WiFi performance;


http://corporate.comcast.com/comcast-voices/10-ways-you-might-be-killing-your-home-wi-fi-signal

 

http://forums.xfinity.com/t5/Your-Home-Network/Improve-Your-Wireless-Gateway-Home-Network/td-p/26276...


https://www.xfinity.com/support/articles/improve-your-wireless-home-network


There are other options. Google for WiFi repeaters / range extenders, WiFi mesh systems / pods, powerline ethernet adapters, MoCA adapters.



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? Mark the post as Best Answer!
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Regular Visitor

Re: Connection keeps dropping

This is what I get when I click on 10.00.00.01:

92C9C71C-B98C-4F9F-AF69-F8D3796561BD.png

I couldn’t get the 192 page to load, so I’m not sure about that. And I’m not sure about downstream or upstream power level either. 

I don’t know about the make and model number. I looked on the bottom of the gateway and found a bunch of random numbers but it doesn’t specify which is the model number.

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New Poster

Re: Connection keeps dropping

This happens to me about 3-5 times a day. I'm getting awfully tired of the reset, wait, get it working just to do it again in an hour or two. Sometimes it takes 5 minutes to fix and sometimes it's up to 2 hours.