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Occasional erratic connectivity.

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Regular Visitor

Occasional erratic connectivity.

I've been having this issue for a few months now, where once a week or so, I will lose all internet connectivity. I cannot ping anything outside my own network. I have checked my router and it's fine, but the Xfinity modem seems to just stop working. The lights will be on, but no one's home?

I have reset it via the phone app, but then I still get very spotty connection afterwards.

I have had a tech come out and test the line and replace the modem, and I have traded it for a new one since then, all in the space of a month. 

Comcast wanted to charge us last time I talked to an agent, to send a tech out again, which they have never done before.

Does anyone have any suggestions?

Regular Visitor

Re: Occasional erratic connectivity.

Well I chatted with an agent, and they were of no help. They insisted my router was the issue. I just woke up at 4:30am to no internet, and not being able to connect to the modem. I unplugged the modem to reset it, and that seems to have done the trick. Mind you I could connect to my router and did reset it, as well as swapping which WAN port connects to the router, since mine can handle two internet connections at once. It made NO differance, only power cycling the modem did.

Silver Problem Solver

Re: Occasional erratic connectivity.

That is not uncommon.  I have to power cycle my gateway at times, usually when there has been work done in my neighborhood.


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.
Silver Problem Solver

Re: Occasional erratic connectivity.

Try bridging the Comcast gateway (if that's what you have). Connecting a router without bridging the gateway, could cause double NAT. That could be causing your connection issues.

Regular Visitor

Re: Occasional erratic connectivity.

It is bridged. I have a tech coming out but I worry it's pointless since this issue only seems to manifest over time. Right now I have no dropped packets whatsoever, but then it progresses to more and more dropped packets/ ping timeouts, till the modem stops responding and then I have no internet.

Silver Problem Solver

Re: Occasional erratic connectivity.

Ok, probably a signal problem then. Take a look here:

https://forums.xfinity.com/t5/Your-Home-Network/Xfinity-Internet-Connection-Troubleshooting-Tips/td-...

Good luck with the tech!

Expert

Re: Occasional erratic connectivity.

@KranitzL,

They won't charge you if the problem is with Comcast's system or equipment. You'll only get charged if the problem is with your wiring. Since you've already had a tech out...

 

I've asked an employee to check the CMTS for real-time and historical RF signal reports from your modem. They can also check your local node/plant for any degradation or error reports. You can expect a reply in this thread. 

 

FYI: They owe you a $20 credit for every tech visit after the first for the same problem. You can also get a credit for your service from the time you first reported the issue until it is resolved.

 

 


I am not a Comcast employee, just a moderator. Pls observe Wheaton's Law.
Official Employee

Re: Occasional erratic connectivity.

Hi KranitzL. I can assist with a review of your full diagnostics to confirm if this is a signal related issue. If it is, the tech visit is necessary. I'd like to start with polling the CMTS for real-time and historical RF signal reports from your modem. I can also check your local Node/Plant for any degradation or error reports. Please send me a private message and include your full name and account primary phone number so I can access your equipment.

Silver Problem Solver

Re: Occasional erratic connectivity.

No longer applies. As per ComcastJoeTru.

 

Official Employee

Re: Occasional erratic connectivity.

@Paraniod,

 

Note, as of May 9, 2018, the Service Protection Plan is no longer available for new sales.

 

For more info, please see paragraph 3 at the following link:

 

https://www.xfinity.com/support/articles/service-protection-plan

 

 

You could always look at getting the "Service Protection Plan" too. Useful with an intermittent problem when multiple visits could be involved and it does cover internal wiring to an extent. $6 a month, but you have to be careful not to cancel it within 30 or 60 days of the last tech visit. (I forget)  Smiley Happy

https://www.xfinity.com/support/articles/service-protection-plan

 

 

Silver Problem Solver

Re: Occasional erratic connectivity.

Ooh! Thanks Joe, didn't notice that!

Official Employee

Re: Occasional erratic connectivity.

You're welcome.