Visitor
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1 Message
Internet keeps dropping even after new line added
A few months ago, I stopped into an Xfinity store to renew my contract. They boosted my speed and claimed I needed to replace my modem/router combo. I took home the new router and swapped it with the old one. I returned the old router to the store, and my Internet has been dropping ever since intermittently.
Somehow, I got a service tech to come out and they claimed they squirrels had chewed through the line. They added a new line. (The old line is still out there even though the tech stated they’d remove the old one soon).
My Internet connection still drops at least once a week.
It’s quite frustrating, as I’m paying more for a faster connection and the connection drops so often.
XfinityJustinC
Official Employee
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1.6K Messages
1 hour ago
Hello, @user_zhg6k7 thank you for taking time to reach out over Xfinity Forums. Working from home myself, I completely understand where you're coming from with the frustration that comes when your home network is having connectivity issues. From experience, I've had the same issues with squirrels chewing on my line and needed to replaced a few times.
I'd definitely like to investigate the connectivity concern further, and when you have time these questions would be helpful:
- Have you checked during the times you lose connection if there are any reported service issues either at the status center:
https://www.xfinity.com/support/status or Xfinity App?
- Are you connecting via WiFi or Ethernet cable?
- If on WiFi, is your modem resetting when you experience the network drops?
- Have you happened to check your signal levels on your equipment?
This helpful forums post has more info on where the modem levels should be sitting and how to check:
https://forums.xfinity.com/conversations/your-home-network/internet-troubleshooting-tips/602dae4ac5375f08cde52ea0
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