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Forum Thread

Internet keeps dropping connection

Initial Z 92 January 20, 2013 at 10:49 PM
Hi guys,

So yesterday I switched to Comcast internet. The technician came in, hooked up some wires to my living room, tested my modem, internet was fine. After he left, I hooked up my router, set everything up, started using my new internet (I'm using a wireless usb adapter), and after a little while, my connection dropped. As in, I had no internet connection. I tried using my iPad, and it had no connection. I reset the modem and router, and the internet worked again. Few hours later, internet dropped again. Reset modem/router, everything was fine, went to bed. Woke up this morning with no internet again. Reset, went out to watch football (go niners!), came back and no internet again. Reset. Ate dinner, surfed internet a bit, internet went down again. Reset.

Chatted with comcast support and after some diagnostic tests, the dude said he wasn't getting a signal from me and asked me to contact their wireless experts. I didn't really get what he meant by that, but he told me again to call their wireless experts since he had very limited access to my connection or something like that. I tried explaining that I don't think it's a problem with my wireless -I've used wireless on my router for a while now, but the wireless usb adapter is new (I was connected via wire on my main computer with my old internet, which was in my room)- but then he suggested that I set up a schedule with a technician.

So the problem to me right now is that the internet service keeps dropping every couple of hours. They want me to call the wireless expert team, but I don't think wireless is the problem here. So I think what is going to end up happening is setting up an appointment with a technician, which the tech support dude I was talking to said I would need to pay for, which I think is ridiculous considering I feel I'm not at fault here. Regardless, I want to know for my own knowledge before I call them if this problem is most likely on my end or on theirs. Is there anything you would recommend me try that can help the solve the problem?

14 Comments

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#2
Mine has also been dropping constantly, they tried saying my modem wasn't activated with them, but it was because the only way to use the modem was through comcast.. They're sending a guy out here Tuesday, can't wait for this retard to make it worse.
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#3
Quote from BrianS7391 View Post :
Mine has also been dropping constantly, they tried saying my modem wasn't activated with them, but it was because the only way to use the modem was through comcast.. They're sending a guy out here Tuesday, can't wait for this retard to make it worse.
Have support re-provision your modem. That should fix it (for a while at least.)
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L5: Journeyman
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Original Poster
#4
Good at least to know that I'm not going through this alone Smilie

Just thought about this:
Can it be that my router needs a special setting? I had cable a while back in college, and I vaguely remember having to change some settings on my router/modem.. Right now I have my router at factory settings.
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#5
USB power saving mode off?
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#6
you might want to see if you can find a laptop to use for testing.
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#7
first, try power-cycling only the modem OR the router - find out which device is the one that is not working
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#8
Quote from slapshot136 View Post :
first, try power-cycling only the modem OR the router - find out which device is the one that is not working
I agree - you need to isolate the problem as much as possible. If you ping the router and it fails to respond you have your culprit immediately
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#9
Try a wired connection directly to your modem if possible. If this works for a while you know the problem is in your router/usb adapter etc, and not the comcast service. If the problem continues with a wired connection you know the problem is with the comcast equipment.
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#10
Yup, first thing to do is elminiate wireless from the equation. Could be that it's not a Comcast problem at all, but your wireless is flaky. Go direct to the modem & see if you still get drops.
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#11
If you can test by wiring straight into the modem for a bit, that would be good. If connection still drops, then it is on them. I have had issues with 2 good routers due to a cable modem not correctly assigning IP's. Giant pain since my cable fools (COX) can't possibly see how it is their fault.
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#12
Was this fixed, did you get your modem reprovisioned from the cable company?
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#13
I would try to connect a computer directly to the modem's ethernet cord to eliminate that as the problem. I bet it's the router causing the issue here.
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#14
This has happened to me and I had to call the tech twice to come over and fix it. Supposedly the modem was broken or configuration was changed so it kept dropping my wireless. Switching out the Comcast modem did the trick.
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#15
I've had Comcast for years...have them change the modem even if they feel its not messed up. Once my modem changed the problems disappeared!
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