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Frequent Loss of Connection

Jcar25
New Poster

Frequent Loss of Connection

I got Xfinity hooked up at my new house in late June this year, and have had multiple outages a day ever since, starting about 30 minutes after the tech that installed it left. Every single time the connection goes out, unplugging the modem, waiting 12 seconds, then plugging it back in and waiting for it to reboot has fixed the issue. However, I shouldn't have to do this 4, 5, sometimes even 8-10 times a day if I'm home all day. Each time I have to do it I am without internet for about 10 minutes. Also, every morning when I wake up the internet is out and any time I leave the house and come back it is out, which tells me It won't come back online without the manual reboot. I've had dozens of chats and calls with xfinity trying to resolve it but everytime after the internet comes back on the reboot (first step of their process) they quickly shed me from the calls without diagnosing the root problem. Finally, a few weeks ago I was able to convince them that I needed a new modem. They sent the new equipment and less than an hour after hooking it up I lost service again. Every time the service goes out Xfinity app says that there are no outages in my area. Between this and the new modem, I am thinking that my issue HAS to be the line to my house. Does anyone have any experience with this? I cannot for the life of me find a way to schedule an apointment on the xfinity website for someone to come take a look at it. What's the fastest way to get somebody out there to replace the line? Any time I call or chat xfinity, as soon as my connection is back they shed me from the call when my issue isn't fixing the outage, (manual reset works 10/10 times) it is how frequently the outages occur. I'm looking in to how to cancel xfinity and get a new provider to start from scratch at this point with the hope that a new provider would pull a new line during the install. 

xelalex
Frequent Visitor

Re: Frequent Loss of Connection

I'm in the same boat as you and this poster. 

https://forums.xfinity.com/t5/Your-Home-Network/Periodic-connection-drops-Hourly-now-about-every-15-...

 

I just had the lines replaced and it didn't help. This post got one step further and allegedly it was neighborhood level issue w/ equipment.

EG
Expert

Re: Frequent Loss of Connection


@Jcar25 wrote:

I got Xfinity hooked up at my new house in late June this year, and have had multiple outages a day ever since, starting about 30 minutes after the tech that installed it left. Every single time the connection goes out, unplugging the modem, waiting 12 seconds, then plugging it back in and waiting for it to reboot has fixed the issue. However, I shouldn't have to do this 4, 5, sometimes even 8-10 times a day if I'm home all day. Each time I have to do it I am without internet for about 10 minutes. Also, every morning when I wake up the internet is out and any time I leave the house and come back it is out, which tells me It won't come back online without the manual reboot. I've had dozens of chats and calls with xfinity trying to resolve it but everytime after the internet comes back on the reboot (first step of their process) they quickly shed me from the calls without diagnosing the root problem. Finally, a few weeks ago I was able to convince them that I needed a new modem. They sent the new equipment and less than an hour after hooking it up I lost service again. Every time the service goes out Xfinity app says that there are no outages in my area. Between this and the new modem, I am thinking that my issue HAS to be the line to my house. Does anyone have any experience with this? I cannot for the life of me find a way to schedule an apointment on the xfinity website for someone to come take a look at it. What's the fastest way to get somebody out there to replace the line? Any time I call or chat xfinity, as soon as my connection is back they shed me from the call when my issue isn't fixing the outage, (manual reset works 10/10 times) it is how frequently the outages occur. I'm looking in to how to cancel xfinity and get a new provider to start from scratch at this point with the hope that a new provider would pull a new line during the install. 


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 ?

Is this a WiFi connection ?



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Jcar25
New Poster

Re: Frequent Loss of Connection

Jcar25_0-1600210384389.pngJcar25_1-1600210417368.png

 

 

 

EG
Expert

Re: Frequent Loss of Connection

Can't see your pics. Since you are a new poster, they need to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting them at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to them here.

 

Or copy all of the text of the status page and paste it into the body of your next post here.



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!