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Saturday, January 11th, 2025 11:42 PM

Constant Cutting In and Out

I have been having the same issue since 12/13, so over a month now. The wifi constantly cuts in and out every few minutes. We have already had three techs come out and try to address the problem, once on Friday, 1/3, once Wednesday 1/8, and once Saturday 1/11.
The technician Wednesday replaced the gateway with a new one yesterday, as well as ran all new lines. He said that the speed going into the modem was great, but the speed coming out of the modem was terrible on his system that he used to test it as well as on my devices. This did not change after he switched out the modem. Before he left, it seemed like it was fixed, but a couple hours after the appointment, the wifi started doing the same thing - cutting in and out again. (To be clear, my tech did everything he could possibly do and I was very happy with his performance, this is a network issue, not a technician issue.)
I pay for 500mbps and am only getting between 40-70 every time I run a speed test through the app and through a third party app, with the wifi constantly cutting in and out.
Because I work from home, my job quite literally depends on the internet, so this is completely unacceptable. The reason I pay for high speeds is because I need high speeds for my job. 
The issue was escalated to maintenance Saturday the 11th, with the maintenance man coming to check various points around the area. I received a text that the work was finished and that our service should be back on with no interruptions. This was not the case, the service is continuing to drop every few minutes. 
What needs to be done next? The techs obviously cannot do anything more, and it seems like this is an xFinity network issue that does not stem from my home. It does not feel like we are any closer to resolving this issue.  Do I just need to cancel and go to a different provider? I cannot continue to pay for wifi that simply does not work.

Official Employee

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2K Messages

3 months ago

 

user_p21pss Hello and thank you for reaching out via our Xfinity Community Forums. As someone who also works from home, I understand how frustrating it can be to experience ongoing internet connectivity issues, especially when it impacts your work from home. We sincerely apologize for the disruption and the time you've already invested in troubleshooting this problem. We want to assure you that we're committed to resolving this issue as quickly as possible.

 

To help us further investigate, could you please tell us what your connection speed is when your device is hardwired directly into the gateway? Do you experience the same connection issues when using a device that is hardwired into your modem? This information will help us pinpoint the source of the issue more accurately.

 

2 Messages

@XfinityChristy​ 

I have no way to hardwire any of my devices into the Gateway except my work computer, and due to company policy I am unable to go to any websites to check the connection speed. 

When the tech was here on 1/8, he used his machine to hardwire into the modem and said the hardwired speeds were just as bad as the wireless speeds, which is why maintenance ended up having to come out to check the surrounding poles. This was done yesterday, however we are still experiencing the same issue. 

Official Employee

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2K Messages

Thank you for those details. I would like to take a look at the notes on your account and see where our tech and maintenance team is at with next steps. To get started, please send our team a Direct Message with your full name, the name listed on the account (if different), and the service address associated with your account. 

 

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

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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
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