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Frequent Dropping

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Frequent Dropping

Hello. I've had comcast for a few years now and I have not had any major issues. The passed 3 weeks though our internet drops and reconnects, then drops and reconnecnts, and repeats for 1 to 2 hours every day. We'll have a few minutes of great net and then it will die. Then it will come back a few minutes later. Both my modem and router do not see that the internet is out. I checked the wires in the building and none of them are damaged. I cannot have these interruptions especially when I am working. I tried restarting the modem and nothing changes. I power cycled both the router and the modem when this happens and nothing changes. When I talked to support a few weeks ago they could not fix it either. We had an appointment scheduled with a tech but an hour after we got off the phone it was working correctly. Only recently has it gotten worse as it happens daily now. I do not want to have a tech over especially since I cannot replicate the error and have to pay a fee for them coming out. The DNS servers are fine as well so that is not the issue. Any suggestions?

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Gold Problem Solver

Re: Frequent Dropping

Could you describe what you mean by "my modem and router do not see that the internet is out"?

 

Are you connecting via Wifi or Ethernet? If Wifi, it's best to switch to an Ethernet cable connection if possible. That would allow you to determine whether the problem is the Wifi signal or the link between your equipment and Comcast's network. Network connection problems that affect both Ethernet and Wifi devices are often due to poor coax connections or damaged coax cable, usually in or near your home.

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post the following information from your modem or gateway:

  • model number
  • downstream power levels and SNR
  • upstream power levels
  • error log

If you can't find the problem you'll have to have Comcast take care of it. If they can't fix the problem remotely, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.