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user_jgswih
1st Topic

5 Messages

Monday, February 5th, 2024 10:00 PM

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After switching router, suddenly Zoom says "Unstable Internet Connection" constantly

Hi I exchanged myolder router recently for a new one based on an Xfinity offer. I am working from home and since I changed the router my zoom meetings have been very unstable and I am being kicked out frequently. 

thanks for your support with this.

Question

 • 

Updated 

1 year ago

227

1

0

XfinityMarcus

Official Employee

 • 

1.4K Messages

1 year ago

@user_jgswih, thank you for using the Community Forums page to reach out. I am more than happy to assist you with your equipment and Zoom concerns. Let's take a look at the issue you're experiencing with your connection together. As someone who also works from home, I completely understand the importance of connection stability. Have you already attempted to troubleshoot using the Xfinity Support site?

5

0

user_jgswih

5 Messages

No I have not tried the support site

1 year ago

0

XfinityMarcus

Official Employee

 • 

1.4K Messages

@user_jgswih, are you able to access it now? The Xfinity Support site it pretty neat, because it provides you all the troubleshooting access right at your fingertips to address software/hardware concerns on your end. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_jgswih

5 Messages

The support site could not help me. There seems to be an outage in my location that was making it impossible for the agent to do diagnostic on my issue/router... I do not have an outage by the way.

1 year ago

0

user_jgswih

5 Messages

From Agent,

Upon running some further troubleshooting here on the system it still prompts us to that there's still an outage on your area.

From You,

if there were an outage that affected me, I would not be able to communicate to you right now.

From Agent,

Alright! I do understand but here's what the system is propmting us. Here's what keeps appearing on my end everytime I tried to troubleshoot to try to fix it.

Outage Check Results

We’re aware that you may be experiencing a Internet interruption and are working to resolve the issue by approximately 02/05/2024 06:00 PM (Pacific). We apologize for any inconvenience and appreciate your patience.

From You,

interesting... what do you suggest we do then. I come back once the outage that I do not have is over? ;)

From Agent,

Yes you can contact us once the outage is over. Also we can send you a text notification as well after they finished working on it. May I have your best contact number?

From You,

Since I do not have the outage, I will definitively need someone to tell me when it is over.

1 year ago

0

XfinityMarcus

Official Employee

 • 

1.4K Messages

@user_jgswih, thank you for that reply and additional information. I would like to see if there is anything we can discover on our end for you. Please send us a direct message with your full name and complete service address to get started. 

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message. 
 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

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