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"modem restart" as a diagnostic step
Comcast service: good Comcast techs and people: excellent Comcast "self help/automated tools": Beyond worthless. A liability. A waste of time and an intentional misdirection. Does anyone who actually works at comcast ever use their automated menu? The one where it "helpfully" tries to restart your m
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Customer Service
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Connection issues - diagnosis
Hello all, I've been having periodic connection issues. Do these numbers indicate a problem?: Downstream Bonded ChannelsChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables1LockedQAM2564435000000 Hz2 dBmV44.3 dB4867122852LockedQAM2561417000000 Hz1.9 dBmV44.4 dB5144120193
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Your Home Network
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How do I solve unstable internet? The Xfinity app won't run a diagnostic if it can't load.
My internet connection has been dropping several times a day for the last few days, for both hardwired ethernet and wifi devices. When the internet is not working, the xfinity app won't load, which means I can't run a diagnostic. The only time the diagnostic can run is when the internet service is r
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Your Home Network
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Diagnosing suspicious logs
I've been struggling for the last few weeks with an interesting set of internet symptoms. The initial symptoms were: - Certain websites wouldn't load on specific devices - Default login to modem wouldn't let me reset my password - Looking at connected devices in the mobile app showed 10+ unknown dev
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Your Home Network
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Xfinity is blocking Motorola MB8600 modem administrator/diagnostics screen
I have a Motorola MB8600 modem. I cannot access the administrator/diagnostics screen at 192.168.100.1:80 because Xfinity blocks that port when it connects to Xfinity for the first time. Is there a way to stop Xfinity from blocking port 80 on my modem? By the way, Xfinity is not blocking port 8080 wh
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Your Home Network
@user_9pw2c0 Comcast does not charge for service appointments to repair Comcast-owned facilities or equipment rented to you by Comcast. However, charges may apply for service appointments when the source of your service problem is not Comcast-owned f
Customer retention
I see no “direct message” icon. How do I contact someone who actually cares about keeping a long time customer?
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@user_mubawp Thank you for taking the time out of your day to bring your experience to our attention. Charges may apply for service visits when Comcast-owned facilities or equipment rented to you by Comcast are not the source of the problem with your
Charged for installation fee with no change in service or installation
After Xfinity forced me into a paying for greater bandwidth at the end of a promotion, their network reset resulted in frequent disconnections. I spent hours on the broken chat bot with customer service, which got me nowhere. They said they would send a technician out to diagnose the issue. I stated
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Intermittent WAN Lag - Please Help Diagnose
Hello All, I am having random, recurring lag spikes when reaching out to the internet. Things were great for several months, but recently (last 2-3 months) this situation has progressed. An Xfinity tech was dispatched about a month ago, and replaced a filter on the coaxial line running into the hous
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Your Home Network
Good morning user_ssoyr6. Happy to help troubleshoot. Do you own, and manage your own modem/internal wireless routing hardware? The Xfinity Assistant is honestly pretty slick, it scans the base level signal diagnostics, but if you have your own perso
why is it so [Edited] hard to schedule service?
your online chat [Edited: "Language"] because it goes through a loop of questions that are irrelevant and there's no way to actually communicate with a real person. Maybe it works for you but doesn't do [Edited: "Language"] for your customers
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Help diagnosing video conference problems
PROBLEM My setup has supported video conferencing well for several years, but starting a month or so ago I now have a recurring (but not perfectly consistent) problem where people I'm talking to say "we lost you for a few seconds" or "you dropped out--can you say that again?" It's very frustrating,
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Your Home Network
user_rp1lwk Thanks for creating a post on our Forums. Have you tried rebooting the second TV box or running through the troubleshooting diagnostics in the Xfinity app/website?
How do I speak with someone
Two TV’s one works the other is stuck on Welcome connecting to your entertainment experience
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The easiest way to see if there are an error codes coming through the modem is by using the Xfinity app. There, you can troubleshoot your internet and the app will run automatic diagnostics to see if anything may be causing hiccups or disconnections
Uploads Not Working to Work Content Management Program
Hello, I almost never have any issues with internet speed or uploads. However, my work is requiring uploads (roughly 1 GB video each upload) to a new work content management site, and for some reason these uploads freeze up every time. This ONLY happens using my home internet, regardless or which co
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Hi @user_0ihcdi, Thank you for visiting our official Xfinity Forums Community support page. From the information, it looks like the account was recently charged for a technician visit. Comcast does not charge for service appointments to repai
$100 Service Fee??
I am highly disappointed. I had no internet for nearly a week and was charged $100 for an "in home service fee". With the cost of services, this is extremely upsetting that I have to pay a fee for my service to be repaired. I will definitely look at other options if this is not reversed. How can thi
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We can most certainly look into getting a service technician scheduled for an In-Home Service Visit @user_ttj9ui. With the cable line, there could be possible charges as it is beyond our demarcation point and is considered customer owned wiring beyon
Replacing/Repairing damaged outdoor cable.
My outdoor cable that runs from my box to the inside of my house is damaged. How do we get a technician to come replace or repair it?
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have you also checked the automated troubleshooting steps through the Xfinity app? That would be my first step since it will run diagnostics to tell if there are any issues in the incoming signal that could be the cause, and recommend scheduling a te
Paying for 1000 Mbs and only getting around 28 Mbs download
I recently upgraded to the 1000 Mbs package Xfinity offers, but testing across numerous speed sites, including Xfinity's, I am averaging 28 Mbs download. I have read all the forums online about hardware bottlenecks and I have had numerous internet providers (at lower speed packages) go to this compu
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hc13 Thanks for posting on our Community Forums. Are you having issues managing the modem or running diagnostics? I'm not sure why it would appear offline if it is working fine, but we can report it to our backend teams for further review as well. &
MODEM
My xfinity app says my modem (not a Gateway) but it appears to be working fine. What is going on with the App?
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user_7utrgp You can always swap the equipment at a local Xfinity Store and rule it out as a possibility. I would also check the automated troubleshooting through the Xfinity app to have diagnostics performed in case there is any signal issue it can d
Internet keeps dropping
I need to speak with a representative concerning my internet that keeps dropping
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ColtonT The process should be instant, once the order processes there is a command to our CMTS to reprovision the device with the updated bootfile. It would be my pleasure to take a look at the device, without seeing the device diagnostics we are onl
Upgraded Speed
I upgraded my speed to the 2gb down and 300 up, however in some areas of my account it is not showing the updated speeds as well as when i run a speed test i get less than 1gb down and about 40up. (I understand i wont reach the maximums but I'm not even remotely close) The devices that I'm using are
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@Magicspell Thank you for posting on our community forum! I want to stick with you until we make sure all your Xfinity channels are working. Are you able to verify if the TiVo Diagnostics shows the cable card is paired and authorized?
TV service through Cable Card on TiVo has stopped working
Since yesterday all channels display a black screen with the message: "This channel is not authorized. Contact your cable provider for more information V58)". My service is through cable card in my TiVo. I have reset the TiVo multiple times with no luck in restoring my TV service. How can I get supp
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@user_oywnak I understand if that you wouldn't want to pay for a technician. Charges may apply for service visits when Comcast-owned facilities or equipment rented to you by Comcast are not the source of the problem with your service. For instance, y
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Extremely frustrated with Network congestion!
Every day between the time of 5pm-11pm my internet becomes completely unusable. I traded in my gateway for another new one already. Performing speed tests show I recieve between 0.00-350mbps of my 1200mbps connection with it constantly dropping to 0 every 2-3 seconds with the test simply erroring ou
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