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My internet connection drops frequently and randomly.

CD2020
New Poster

My internet connection drops frequently and randomly.

Hi - 

 

I have my internet connection drops frequently (couple of times a day). This has been going on for a while and everytime I tried to xfinity, they ask me to restart the modem.  When I restart the modem, it connects back and sometimes it connects back without restarting modem as well.  Sometimes speed drops from 200+ MBPS to 1-2 MBPS (download). 

 

This is really frustrating and annoying especially while working from Home due to COVID situation.  You are losing the Team Meetings, kids lose connectivity to online classroom and takes about 30 minutes to restart everything back up again.  

 

I called xFinity to find permenant solution; however, 300 minute wait time on the call to talk to customer service.  Any help is appreciated.  Thanks. 

Mitzarin
New Poster

Re: My internet connection drops frequently and randomly.

I have been having this issue since last Monday when they did a scheduled maintenance at midnight.

 

I have spoken with 10+ different agents, have had a tech redo ALL the wiring to my house and I EVEN BOUGHT A NEW MODEM/ROUTER!

 

The issue is the same!

 

I get 900 mbs down for a minute or ten. Then it drops to 3 mbs or less! Full hard power down, sit for 2 minutes etc... brings back full signal for a random amount of time (but no more than 20-30 minutes).

 

What the he** is going on? The issue isn't on my end and multiple people are reporting the same issue now. COVID-19 or not, MORE PEOPLE need good solid internet than before. FIX THIS!

Joevitale
Frequent Visitor

Re: My internet connection drops frequently and randomly.

SAME! Please read this post and tell me if this sounds like your problem: https://forums.xfinity.com/t5/Your-Home-Network/Slow-internet-randomly-throughout-the-day/td-p/33238...

Melhaddi
New Poster

Re: My internet connection drops frequently and randomly.

This is driving me crazy also I've done everything possible. This issue is 100% their doing I can't get more then 1 or 2mps download and 23mps upload I'm supposed to have 300mps download <Edited>. This is pathetic

laupe
New Poster

Re: My internet connection drops frequently and randomly.

This is driving me crazy.  I had to get my modem replaced last week and the issue continues unresolved.  Spoke with customer service and it did not help. 

WHAT IS GOING ON?

magnus588
New Poster

Re: My internet connection drops frequently and randomly.

I have had this issue now since the beginning of the year. I ran my own diagnostic and then called customer support and the lady I spoke with ran a diagnostic on her end and told me everything looked good. The modem is still healthy and she is unsure what could be causing it. Now since my ethernet cable running from the modem to my computer was so old I figured maybe..MAYBE that would be the issue. I went to Walmart and got a new cable and everything seemed to work fine up until last week when it started again. Working from home this is not a good thing, as many of you are finding out. It is very frustrating that several people have this issue but "everything looks fine".

CD2020
New Poster

Re: My internet connection drops frequently and randomly.

Thank you everyone for replying and confirming that I am not insane.  It was driving me crazy and it seems like I am not alone.  I saw post from everyone and it looks like exact same issue with you all.  Issue is between modem and line and has nothing to do with inside the house.  I spent few hours with xfinity rep and they escalated it to Tier 2 yesterday and promised me that I will get a call within 2 hours.  I have not heard back from them yet.  Customer service reps I talked to are nice and trying to understand the problem; however, I dont think they know what is going on as well (no offense).  

 

I saw the link @Joevitale posted and it seems lot of other people have switched their modem and recable their lines outside the house as well without any success.  xFinity came and installed a new line few months ago and tech told me that there was a issue with splitter on the pole outside that he replaced.  However, I still have same issue.  I think it is an issue with infrastructure itself and decided not waste any time with rep any more.  If they call me, I would work with them otherwise will have to find an alternative.  Contract is coming up.  

 

evanswright
New Poster

Re: My internet connection drops frequently and randomly.

Having the same issues. I thought it was my ethernet cable, so I tested it with my laptop on wifi. Both were having the same problem - primarily when I play World of Warcraft on-line I am immediately disconnected over and over again. With ZOOM it is occasional screen freezes for about 5 seconds. Given the volume of comments here, it really does seem to be a problem on XFINITY's end. I even chatted with them last week and bought the speed boost package (which is not registered when I look at the ISP address). Not sure what to do. Was with Xfinity for 5 hours yesterday all to no avail. This was not a problem until last week. Very very frustrating. When I did a ping and download test my results were within normal parameters 94.6 for download speeds (and that was after I paid for an upgrade to 200mbps).

ableiman
Frequent Visitor

Re: My internet connection drops frequently and randomly.

I have the exact same issue as well here in Seattle. Techs have been out three times. Swapped modems. Changed all the cables and connectors. Checked connections up and down the street. Last guy was here for 2 hours and seemed really competent but he had no clue what might be causing this.

 

Has anyone had a resolution?