Several times EACH week we lose connection to the internet, usually in the afternoon and on Sundays.
Sorry for your problems. Please understand intermitten problems are very hard to troubleshoot. If you renting modem from Comcast request a modem swap for a new one. If you are using separate wireless router or any router try bypassing it before you even reset modem and see if you can get online. Modems have webpage usually 192.168.100.1. there you will find signal strength. upstream TX and downstream RX, if possible post that info here for us. You can request comcast monitors your modem to pinpoint the problem, we can see history of signal etc of our modems to troubleshoot issues. There is no such thing as low priority customers, there is a real problem causing your issue.
This expert is helping you out because there weren't many active Comcast experts.
yeah, first you will need to identify if its your wireless router (if you have one) dropping you or if its your modem. spend a day wired directly to the modem to see if you still have the problem. since a tech already came out it is a waste of your time for you to check your signal levels. as previously stated , you can swap out your modem and if the problem still persists, comcast has tools that can monitor signal level fluctuations. if they identify that its bouncing around, a tech can monitor the outside tap. hopefully hes already verified your outside drop is good. its not a complex problem to fix, if the proper attention is given to it.
Commercial service and installation technician, been with the company 8 years doing technical troubleshooting...
What is your signal strength ?
What is the make of your modem ?
Do you have a wireless router ? If its your own have you updated to the latest firmware...
If its comcasts wirless gateway it will be at the latest...
We need this info to be better assisting you...
Techs now have to certify the line into your home, so since you have had 2 out then your signal should be fine, you may or may not have a bad modem or a bad router...
What level of service are you paying for and are you a residential or business acct.
192.168.100.1 will pull up your modem stats pages as mentioned above,
5 Year veteran of Comcast Call Center – Billing, Account Service, and Tech Support (all products)
Everyone else seems to be offering the right advice, but let me give you the short and quick summary. It sounds like the modem and/or wireless router (if you have one) need to be replaced.
If you do have a router, then make sure you speak to someone at whatever store you choose. Tell them how many devices are connecting to the internet wirelessly, how many connect through a wired connection, and who your internet service is with. They will point you to the optimal equipment for your situation.
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I don't think it is a matter of replacing any equipment. Power glitches happen and when they do, the router and the modem get out of sync from one another. I experience this from time to time myself. With mine, it does not seem to matter what time of day it is. Also, depending on how many people are online visiting the same websites you are can slow down a connection rate to the point of crawling. What I always do to correct mine is to unplug the power to the router for a count of ten and plug it back in. Then I am back in business. Try that first. Don't unnecessarily replace equipment unless you know for certain there is a faulty piece of equipment.
11 years experience offering one post resolution
Make sure your router is locked down believe it or not neighbors in range will connect to your router and it could cause you to get kicked off. You will know if that is the case just by locking it down.