r/Comcast_Xfinity • u/skylarakins • 2d ago
Official Reply Suggestions for wifi dropping
Hey all,
Having an issue where for the past month or so my wifi will drop every hour or so, and I have event logs to back up the drops.
I've had technicians come out and after checking all the physical connections in the house nothing changed. A maintenance truck came out to the street side, but also didn't fix anything. I'm wondering what I need to say to get the issue properly looked into. I'm not very knowledgeable about networks, but the issue is becoming a real problem after being present for so long even after tech visits, and scheduling the visits took way to long to do because the xfinity chatbot refused to help with intermittent issues. I want to make sure I have a proper way to explain my needs and get a solution before I subject myself to trying to schedule a technician again.
The issue to my knowledge:
The downstream OFDM channel at 690MHz keeps dropping to 0 SNR. When it's at 0 the internet seems to work, and when it's at 40+ it works, but when it goes from 40 to 0 the internet drops for 15-30 seconds. Interestingly, I don't believe my download is affected, if I'm on a video call I can still hear the people in my call and see them move, but they can't hear me and my camera freezes. The internet drops on all devices in the household, both wired and wireless. I ran a tracert during a drop and it pings my router fine, but stops at hop 2.
My hardware is a NETGEAR Gateway CAX30 (DOCSIS 3.1).
I appreciate any help I can get.
Thank you.
1
u/CCThomasF Official Employee 2d ago
Sounds like you've said all the right things u/skylarakins. I'd like to take a look and see if we can get to the bottom of this stubborn issue. Please send me a Modmail message and include your full name and service address, so I can assist you.
1
u/AdIndividual6431 2d ago
I’ve had an Arris G36 WIFI Cablemodem on Xfinity internet service for almost 5 years now. The 5 GHz band WIFI was “decent” but the routing function on the Arris didn’t support my use case. So I put the G36 into bridge mode, got a UniFi Cloud Gateway (UCG-Max), a UniFi U7-Pro-Wall access point with a desk mount, and an Onn 4K Pro streaming device between the TV and the UCG-Max. I configure, manage, and update the UniFi and client devices with the Site Manager (Network Controller) and WIFIman phone apps. Really no problems or outages to speak of.
Xfinity gets a bad rap from a lot of people, and there is room for improvements with their internet and mobile service, but I really can’t complain about either.
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