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user_ldh2er
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Visitor

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2 Messages

Monday, January 5th, 2026 9:25 PM

HELP

My internet keeps dropping and I need just talk to a person or schedule an appointment but keep going around in circles with the stupid AI assistant.

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Updated 

11 days ago

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XfinityAlfonso

Official Employee

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2.3K Messages

11 days ago

Hello there user_ldh2er thanks so much for taking the time to reach out here on our Xfinity Forums! We have a ton of resources that can help when self -troubleshooting! Is the internet going out on all devices, or only certain ones? How often is this happening to you? Is the modem resetting at all when these issues occur? Have you done any self-troubleshooting, and if so, what have you done already? 

 

 

ANSWERED: Tips for troubleshooting your Xfinity Internet connection

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user_ldh2er

Visitor

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2 Messages

It is going in and out on all devices consistently throughout all times of day over the past week. I have done all the troubleshooting steps on the app and have restarted the router multiple times. My husband works from home so we need to get this fixed.

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11 days ago

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XfinityQuemekia

Official Employee

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836 Messages

As someone that works from home, I know how critical a stable connection is @user_ldh2er! Since you have already completed the standard app troubleshooting and multiple restarts without success, we'd like to take a closer look.

 

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 get started.

 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon 

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

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "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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11 days ago

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