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user_bbeicd
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6 Messages

Monday, March 31st, 2025 9:51 PM

High Latency/Disconnects/Xfinity Says No Outages

We've been experiencing regular issues with the quality and sometimes availability of our internet.

I've restarted my modem multiple times to no avail.

My Dream Machine Pro Max reports the things I've captured in the images.

Is there something I can be running from my side to help capture metadata and enable easier troubleshooting on the Xfiniti side?

Question

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Updated 

13 hours ago

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EG

Expert

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109.5K Messages

2 days ago

1

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user_bbeicd

6 Messages

Thanks, I'll collect data based on this.

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18 hours ago

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XfinityMarcos

Official Employee

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2.3K Messages

1 day ago

Hi user_bbeicd, thank you for taking the time to include those details in your post. I know connection issues feel extremely impactful these days with how connected we all are. I'll do all I can to help, and find a resolution. Let's go through a few clarifying questions to get on the same page and going in the right direction. Are you using a personal/standalone router along with your modem? Also, are you seeing these connectivity issues on all devices? Over Wi-Fi, ethernet, or both? 

 

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user_bbeicd

6 Messages

Thanks! Yes, it's a separate router. This issue has been observed with multiple devices connected directly to two different modems. 

I was able to quickly check the modem's power levels and it appeared that upstream is out of spec at 52. 
I recently had a tech come out and he put a new splitter in, so I wouldn't suspect it to be the issue, but is there some way for me to confirm?

Tomorrow I will collect more info based on the link above, please let me know if there's anything else I should be capturing.

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18 hours ago

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XfinityChristy

Official Employee

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1.9K Messages

 

user_bbeicd Thank you for getting back with that information. Knowing you're using a separate router and seeing the problem across different devices and modems definitely helps. We need to take a closer look at that upstream power level of 52. Even though the splitter's new, we still need to rule out other things. Once you have that information, please send a direct message with it, along with your full name and address. That way we can dig a little deeper and get this sorted for you.

 

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

 

I appreciate your cooperation and look forward to assisting you further.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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13 hours ago

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