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Internet Connection Issues

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Regular Visitor

Internet Connection Issues

We've been an Xfinity customer for at least 3 and a half years now. We have never had an issue until now. It's been going on for a week. We have been having issues where the internet cuts out every now and then. It will say "connected, no internet". We can't trouble shoot because when I open the My Account app, it says that our modem is unresponsive. We have tried everything. We have contacted the customer service multiple times and they can't seem to help us. We have moved the modem to different places and even unplugged everything. Please help.
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Expert

Re: Internet Connection Issues

Start here;


https://forums.xfinity.com/t5/Your-Home-Network/Internet-Troubleshooting-Tips/m-p/3310447#M316652



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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Regular Visitor

Re: Internet Connection Issues

Hello! Thanks for taking time out of your day and trying to help me solve my issue. I tried checking if my modem has reached EOL and I wasn't so sure how to check. Like I stated before, I called a few times already but they couldn't help me. Do you by any chance know how I can schedule an appointment so that a technician can check it out? I can't seem to do it because of COVID-19 and maybe that option is currently off the table. Thanks and take care!
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Expert

Re: Internet Connection Issues

What is the exact make and model number of the "modem" ?



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: Internet Connection Issues

I am not that well with electronics nor how to find things but I do know the serial number and model number.
SR : 48F7C0C56692
MN : DPC3941T