Visitor
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2 Messages
Unstable connection in late afternoon/evening with new XB10 gateway
My new XB10 gateway goes completely offline the past couple of afternoons/evenings and the Xfinity App confirms "gateway offine." I have a direct, dedicated coaxial line with zero splitters. I am in bridge mode with a third-party router (Deco), but the issue is a complete WAN drop on the XB10 itself. Please check the RF signal history for my MAC address during peak hours. This is an outside drop line or neighborhood node congestion/ingress issue that needs an on-site technician to check the lines at the street.
I've tried resetting both the gateway and my router. I've made sure all cables are tightened. I have CAT 6a ethernet cables. I've tried switching router ports (was using the 2.5 Gbps port but changed to 1 GBps port) and it made no difference. I also switched ports on the Gateway from the 10 port to the 1 port, and still having issues of instability and slow speeds.
Accepted Solution
user_d921ih
Visitor
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2 Messages
10 days ago
Update: Technician came out and switched the hardware connection piece in the box attached to the outside of my house. He said the connection I had was a piece they used for multi-room X1 TV boxes. With the new gateway, I need one of the old "legacy" connections to remove electrical noise and frequency conflicts that can completely paralyze the ultra-high bandwidth, multi-frequency channels required by the xb10 gateway. By switching to a clean, unamplified "legacy" tap connection, the xb10 gateway now has a pure, unfiltered data line. It's been two days, and so far no issues at all. I thought I was going to need to switch back to the xb8 gateway, but all is well so far. Fingers crossed!
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XfinityThomasC
Official Employee
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3.4K Messages
15 days ago
Hello, @user_d921ih
Symmetrical multi-gigabit speeds, meaning equal upload and download speeds is top tier internet. How are you enjoying the experience? Customers who add FDX 300 Mbps or above or Gigabit Pro get the latest Xfinity WiFi Gateway (XB10). Only customers with FDX speeds should receive XB10 devices as we've seen their internet performance will be severely degraded in other markets. To check for ingress please send our team a direct message with your full name and full address? To send a direct message:
1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
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