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Constant internet dropouts

PTNetwork
New Poster

Constant internet dropouts

Hello, so we've been having issues with our internet cutting out multiple times a day and seems to last for about 30secs-4mins each time. We use the Xfinity XB7 as our Modem and router, and we do use a MOCA adapter with a wireless AP unit on our network. However, I have tried disconnecting and powering them off to make sure that wasn't causing conflicts. 

 

During our "outages" I’m still able to access other devices on the network through ethernet and wifi, so I know it has to do with the modem or something else (Note: during an outage though I am unable to access 10.0.0.1). I have called Comcast many times and they have tried resetting the XB7, checking for local outages (Nothing Found), sending advanced signals, replacing the XB7, Trying different ports in the home, and even sending a tech. Tech recapped most of our coax cables going to our exterior box and did something with the drop in the neighbor’s yard. Told us everything looks good to him and left. No more than 10 mins later, the internet dropped again. 

 

I would like to say that I am fairly knowledgeable about technology and Networking, but this issue has literally been stumping me. If anyone has anything else that I could try out we would greatly appreciate it since this makes video conferences, eLearning, gaming, entertainment in general kinda unreliable.

goodgut2k2k
Regular Visitor

Re: Constant internet dropouts

Same here - last few weeks have had daily dropouts to my service - in SE Michigan - Comcast stinks.
sanjay2kumar
Regular Visitor

Re: Constant internet dropouts

I am having the same problem since the speed got upgraded - the internet drops periodically for just a few seconds and then comes back on. It is happening with lap top connected trough wifi and also one with the ethernet directly to the modem. Help desk is no help and keeps rebooting the modem and rnning the diagnostic test. Event the technician didn't find anything and said the problem us home wiring some voltage issue which I don't understand. I have the XB7 modem. Any help would be appreciated.

JImL1960
New Poster

Re: Constant internet dropouts

Have been having similar issues for about 2 months, usually on weekends but today (Friday)  it's happened at least 6 times already.  Very annoying.  Have had Xfinity at this address for almost 14 years and never had problems like this.  Working from home it's essential to have continuous access to the internet.  Intermittent, short outages, not weather-related!

ComcastThomasF
Official Employee

Re: Constant internet dropouts

Hello and thank you! I really appreciate you being a member of the Comcast Family! First, I’m so glad you chose us as your provider, thank you! 2nd, I’m very sorry for this experience with the constant drops in service. I understand how you feel working from home myself and could not do my job if my experience was like yours. Can you please send me a PM with your first and last name so I may further assist you? To send a private message, please click my name "ComcastThomasF" then select "Send a Message" on the right side.


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EG
Expert

Re: Constant internet dropouts

@ComcastThomasF Which poster are you responding to ?



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.
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JImL1960
New Poster

Re: Constant internet dropouts

Hello Thomas, I've been on the Twitter support line with a Comcast support person.  Have provided my acct info and details of the issue.  Don't want to tie up too many resources but your response is appreciated.

jlavaseur
Valued Contributor

Re: Constant internet dropouts

For whats its worth, your network card has a option to let your computer to shut off the network card to save energy, some network cards, realtec is bad, dont commicate this very good with the router, causing disconnects, you can disable option with a simple click on your network card...

JImL1960
New Poster

Re: Constant internet dropouts

It appears there was some water permeating the conduit (from pole to the house) causing these intermittent outages with freeze/thaw cycles.  The conduit was replaced this morning so too early to tell if this was the fix.  I'll come back with an update if the issue persists but otherwise you may assume that was the problem.  Cheers, all!

EG
Expert

Re: Constant internet dropouts

Wonder how the original poster is making out ?



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!