jessicawillis's profile

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Wed, Jun 24, 2020 4:00 PM

Wifi keeps cutting out

My wifi cuts out constantly - I can't stream something for 5-10 minutes before needing to restart the router. It seems to work a little better with the computer unless watching something or using video chat. Phone wifi is just has bad as TV. I have talked with Netgear (current router) several times and they have reset the router twice, but the pattern just starts again.


I cannot get an understanding of if this is a router or Xfinity internet issue. Help please!



Gold Problem Solver


22.4K Messages

1 y ago

Are you connecting via Wifi or Ethernet? If Wifi, it's best to switch to an Ethernet cable connection if possible. That would allow you to determine whether the problem is the Wifi signal or the link between your equipment and Comcast's network. Network connection problems that affect both Ethernet and Wifi devices are often due to poor coax connections, usually in or near your home.

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post your modem or gateway's signal information, especially downstream power levels and SNR, upstream power levels, and error log.

If you can't find the problem or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on If they can't fix the problem remotely (unlikely), insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device, or anything outside your home, you shouldn't be charged.

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