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XFi gig speed loses connection for hours at a time

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Frequent Visitor

XFi gig speed loses connection for hours at a time

I upgraded to xfi gig speed on last Friday and have lost internet every day, for hours at a time, every day . I have chatted every day with csr and they they say they get it fixed and it drops again next day. I even went to the store and they gave me a new modem, no help. They sent out a service man today and he said everything is ok. 3 hrs later we lose internet for 2 hrs. Now sending another man out tomorrow. What good is faster internet if WiFi keeps dropping.

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Expert

Re: XFi gig speed loses connection for hours at a time

For a test, does a computer / device hardwired directly to the router / gateway device with an ethernet cable have the same problem ?



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Frequent Visitor

Re: XFi gig speed loses connection for hours at a time

We have no devices that can direct wire with a cable. The last chat I had the csr said the signal going to modem was not stable and there's an ingress on the line causing distortion 

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Expert

Re: XFi gig speed loses connection for hours at a time

Too bad.Then we can't do that test.

 

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 ?




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Frequent Visitor

Re: XFi gig speed loses connection for hours at a time

Getting that info is above my pay grade. I can't figure out my password for that info. My xfinity password doesn't work. 

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Frequent Visitor

Re: XFi gig speed loses connection for hours at a time

I just want to talk to an English speaking person that can help me. All I can do is chat with foreigners who can't help. Just don't understand why I didn't have this issue using the old router/modem with slower speed. This all started with the new gig upgrade and xfi modem .

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Expert

Re: XFi gig speed loses connection for hours at a time

admin = the username. password = the password.



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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.
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Frequent Visitor

Re: XFi gig speed loses connection for hours at a time

Ok. I'm there but don't know where to get upstream downstream numbers