XFinity WiFi router keeps dropping service

[werdnagreb]

For the past few weeks, I've been needing to restart my router once or twice a day. I work from home and this usually happens in the morning while I'm on a zoom call so it is quite disruptive. I use a wired connection and when the connection doesn't go down, my speeds are great.

Any suggestions on how I can start troubleshooting? Do I need to have a technician come to my house?

Also, is there any more information I should post to help make it easier for you to give advice? Thanks.

**Labels Updated**

[GuelphPT]

Same problem, same time frame. Last two weeks have been brutal. I work from home as well, and it's incredibly frustrating. Unfortunately, I don't have solutions for you, just sharing the pain.

[werdnagreb]

From your username, I’m guessing you’re in Guelph, so it’s unrelated to my problems since I’m in Vancouver.

[RogersCorey]

Good afternoon @werdnagreb,

I absolutely understand how disruptive an intermittent Internet connection can be when it comes to working from home.

Have you noticed if the light pattern on the top of your modem changes when you lose connection? Does the light start flashing or change colour?

Have you moved or relocated the modem from where it was originally installed in the home? Have you made any changes to your setup, such as adding splitters?

Is every device losing connection simultaneously when this happens?

Once we've had these questions answered, I can move onto further troubleshooting steps.

~RogersCorey

[werdnagreb]

Thanks for your response. Answering below:

Have you noticed if the light pattern on the top of your modem changes when you lose connection? Does the light start flashing or change colour?

Yes. Light is flashing. It hasn't happened today, so I can't remember what colour it changes to (maybe yellow?).

Have you moved or relocated the modem from where it was originally installed in the home? Have you made any changes to your setup, such as adding splitters?

No changes to the setup since this started happening.

Is every device losing connection simultaneously when this happens?

Yes. Every device connected to the router loses its connection to the internet at the same time (both wired and wireless connections).

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[RogersCorey]

Thank you for the updates, @werdnagreb.

A flashing amber light indicates that your modem is attempting upstream or downstream registration. Essentially, it's trying to re-establish a connection. Does it start alternating between amber and green before it comes online without any intervention on your part?

If you haven't already tried this, please unplug the power to your modem, unscrew the coax cable from the back, then reconnect the coax cable and ensure it's snug (at both ends) before plugging the power back in. These steps can sometimes resolve this particular issue when this light pattern is recurring.

Should you have a direct coax line from the outside that doesn't connect to a port in your wall, you can skip the step of checking the other end.

~RogersCorey

[werdnagreb]

AFAICT, I always need to restart the router (unplug and re-plug the power adapter) in order for it to come back online. Once I restart, it usually is fully functional again after a few minutes.

> your modem is attempting upstream or downstream registration

Any ideas what might be causing this?

> Does it start alternating between amber and green before it comes online without any intervention on your part?

I don't think so. It's blinking yellow (or amber).  Next time it happens, I'll make sure.

I have not unscrewed the coax cable yet. Are you suggesting that if I do this once, it may prevent the problem from occurring in the future?

[RogersCorey · Accepted solution]

Yes, there is a chance that the coax cable is not fully secured and reseating it could potentially resolve this issue.

If it does not, please feel free to send a private message to @CommunityHelps so we can assist you and troubleshoot further. For more information on how our Private Messaging system works, you can find out more here.  

~RogersCorey

[werdnagreb]

Thanks. I'll try that and will let you know if this happens again.

[RogersCorey]

Thank you! We look forward to hearing back and we hope to hear good news.

~RogersCorey