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Inteenet drops 5-7 minutes, even the Xfinity hotspot goes down.

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Inteenet drops 5-7 minutes, even the Xfinity hotspot goes down.

How can I request for Comcast to check internet drops in my area??


For the past month I've been having internet drop for 5-7 minutes, and then it comes back up again.
It works great otherwise, good signal and speed, except for the 5-7 minutes drops. It happens 5 or 6 times a day (mostly after 6pm).

I have another laptop at home that I connected to Xfinity Wifi Hotspot for a test. I have great Wifi signal for the Hotspot.
I notice that when I lose internet at home, the Hotspot is also down (I'm still connected to the hotspot with good signal, but there is no internet)

 

It is definitely something going on in my area, it looks like something is rebooting/resetting 5 or 6 times a day, and we have no internet for 5-7 minutes during that time.

 

I called in, and customer service was helpless, they checked my modem signals and everything is good.

How can I get someone to check the area cable/routers/switches???

 

Thanks for any help!

Gold Problem Solver

Re: Inteenet drops 5-7 minutes, even the Xfinity hotspot goes down.

If you want to troubleshoot this yourself, please see Connection Troubleshooting Tips. If you still need help, please provide Information Requested for Connection-Related Posts. If you are using Wifi it's best to switch to an Ethernet cable connection if possible while measuring speed and checking the reliability of your connection to Comcast.

If you can't find the problem or you'd rather have Comcast do the troubleshooting, call them at the phone number on your bill or 1-800-Comcast, or chat with them using the Internet Support option at https://support.xfinity.com/chat. If they can't fix the problem remotely, insist they send a tech out to identify the cause and correct it. Loss of Internet service is often due to a poor connection between your equipment and Comcast's network, usually in or near your home.

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. If the trouble is due to a faulty Comcast modem, eMTA, gateway device, or anything outside your home, you shouldn't be charged.