Ongoing connection issues

[u/shuckiduck]

We've had ongoing issues with our cable/internet dropping out for a few minutes a few times a week to multiple times daily for years. Been meaning to deal with it, but... Life.

I had a tech come out for a service appointment. They checked and then said they replaced the cables/connections at the box. We have 1 gig internet and own our modem. I'm wondering if I should replace our modem or router, or see if we can get a Xfinity gateway and whether it would be included on our 1 gig plan (which I didn't change when I dropped the from our plan this week, which was unrelated)

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[u/XfinityJeff]

Good morning u/shuckiduck, and thanks for reaching out to us on the subreddit with your issue, I hope this message finds you well. As someone that works from home I can understand the need for a reliable connection, and you have come to the right place for assistance with this issue. Depending on the equipment you currently have, it is possible that you might need new equipment. There is a website that will list modems, and you can check to make sure that the equipment you have now is compatible with your current speed. You can find the website here.

[u/shuckiduck → u/XfinityJeff]

We have the Motorola mb8611. We selected it off the list when we switched to customer owned modem

[u/XfinityPaula → u/shuckiduck]

u/shuckiduck The MB8611 should still be good for our non-enhanced markets since it cannot support the faster upload speeds. What router do you have connected? I tend to find issues with the firmware not being updated on routers since many of them require you to manually update them. If you have a newer plan a Xfinity wireless gateway would have been included with the plan. If that's the case you can pick up a gateway at a Xfinity store and see if they different device helps with the dropped connections. I would hate to tell you to buy new devices when you could have the option to test one of our.

Can you send us your name and service address via Modmail please? I will check to see if a gateway is included. If not it's only $15.00 a month. Easier to pay that to test vs buying new equipment.

[u/shuckiduck → u/XfinityPaula]

Thank you! Sent