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Finbar5Q
20th Anniversary celebration
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Visitor

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4 Messages

Tuesday, May 30th, 2023 5:39 PM

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Intermittent Connection

For the past month, we've been having serious connection issues on our apartment wifi.

Our smart tv, game consoles, and 1 of our 2 laptops will lose internet connection for a few minutes at a time. This will happen once an hour on average everyday.

It's incredibly frustrating and I've tried everything from resetting the gateway to updating drivers and even port forwarding. Nothing fixes this issue. The devices remain connected to the network but fail to connect to the internet and I'm at a loss for how to fix it.

Customer service calls have been entirely unhelpful (if you even get to talk to a real person) as usual. Last time we had issues, xfinity charged me $100 to send some guy out who decided to just replace a faceplate on my apartment wall which didn't fix anything anyway.

We work from home so I'm really hoping someone can help me out here. Going crazy.

Question

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Updated 

2 years ago

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2

user_c91744

Visitor

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1 Message

2 years ago

Similar issue here. Been noticing several phones not on internet, but on wifi. Also yesterday one pc on ethernet lost connection, only fixed by rebooting router.

(edited)

2

CCEthan

Official Employee

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1.4K Messages

@user_c91744 Hi! I checked everything out and I see your area has issues right now. I can keep an eye on it and follow up when it is better. 

I no longer work for Comcast.

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

0

CCDaryl

Problem Solver

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828 Messages

@user_c91744

 
Hi, wanted to check in with you and see how your services have been?

I no longer work for Comcast.

2 years ago

0

CCDaryl

Problem Solver

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828 Messages

2 years ago

@Finbar5Q

 

Do you have any devices connected via hardwired? If so, are those devices also dropping their connection?

 

6

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Finbar5Q

Visitor

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4 Messages

@XfinityDaryl​ 

I have tried wiring the computers (to see if I could update drivers) and it didn't seem to fix the issue as far as I can tell. Haven't attempted with with anything else though.

It seems that there's no issues reaching the gateway. App even says everything has strong connection. It looks like the problem lies in the internet connection step, where each device tends to fail.

2 years ago

0

CCJosh

New Problem Solver

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452 Messages

That is interesting, are you able to see if the Gateway itself goes out? Such as the lights changing color or goes from a solid light to blinking/off when it happens? Are you using a personal Router/Modem/Gateway setup or one of our rental ones?

I no longer work for Comcast.

2 years ago

0

Finbar5Q

Visitor

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4 Messages

@XfinityJoshD​ 

I have not noticed the lights on the gateway changing. It's an xfi router, specifically the XB6 I think.

It's definitely worth mentioning that only half of our devices have this problem. Probably should have included that in the original post.

Consoles, smart tv (both in the same room as the gateway), and exactly one laptop fail to use the internet consistently, if at all, despite all my attempts at troubleshooting. The other computer (which sits in another room and I only got to work by messing with windows firewall and such) and both phones seem to work just fine. Like I said, totally confuses me.

2 years ago

0

CCJosh

New Problem Solver

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452 Messages

That is a bit odd that only specific devices are having the issue, @Finbar5Q. Do you happen to have your network split between both channels so that the 2.4 GHz and 5.0 GHz are different networks or are they combined (combined is default)? Was the Gateway swapped out at anytime during these issues, and what is your internet speed tier? 

I no longer work for Comcast.

2 years ago

0

Finbar5Q

Visitor

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4 Messages

@XfinityJoshD​ 

It should still be default, I tried to mess with it but the app prevents you from messing with the more advanced settings like channels. Most I could do was attempt some port forwarding that didn't seem to fix any of the issues.

The gateway hasn't changed since the issues started, though this is our second xfinity gateway after the first was replaced last year.

We get 400 Mbps which has been perfect until these issues started.

2 years ago

0

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