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.

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XfinityJustinC

Official Employee

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1.7K Messages

1 month 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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user_zhg6k7

Visitor

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3 Messages

@XfinityJustinC

The app doesn’t show any widespread issues when the connection drops. I check the status of my WiFi on the app and it’s just shows that I’ve lost connection and it goes through the usual automated routine: check connections, unplug modem, etc.

I am using WiFi and Ethernet and both drop at the same time. The modem reboots itself when it happens.

I have never checked my modem levels. I don’t know why I would need to with a brand new modem. Plus, I’m not experienced enough to understand what the numbers would actually mean.

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1 month ago

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XfinityEmilyB

Official Employee

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2.4K Messages

user_zhg6k7 Thank you so much for keeping us posted so we can continue helping with your internet connection. I will troubleshoot with you today and help you schedule an appointment with a technician if the issue can't be resolved remotely.

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Include your name and address so I can find the account and get started on a resolution.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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1 month ago

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user_zhg6k7

Visitor

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3 Messages

Emily-

I clicked on the direct message icon, and entered “Xfinity Support”.

it looks like it just starts another conversation with Xfinity support and not with you directly.

Am I incorrect in thinking this? I just didn’t want to put my name and address out on a message board for everyone to see, if that was the case.

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1 month ago

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XfinityJustinC

Official Employee

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1.7K Messages

@user_zhg6k7 we definitely don't want you to post personal information in our public conversation. I would recommend checking to ensure you're signed in to Xfinity Forums. This seems to be the step that causes issues for not being able to send the direct message from experience when working with customers who have similar issues sending that.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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1 month ago

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user_zhg6k7

Internet keeps dropping even after new line added

XfinityJustinC

user_zhg6k7

XfinityEmilyB

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XfinityJustinC

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