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user_iw8qoj
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Sunday, June 22nd, 2025 1:40 PM

intermittent connection loss

Again, my smart speaker (Amazon Alexa) intermittently loses connection.  I have purchased (according to YOUR rep's suggestion) purchased my THIRD router.  But the problem persists.  Why should I pay you for 30/31 days of service when you obviously can't (or won't) uphold that commitment.  How can you correct this.  It's YOUR responsibility!

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Updated 

15 hours ago

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EG

Expert

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111.2K Messages

1 day ago

The concern is not "Community Knowledge Base" related............ Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

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XfinityThomasD

Official Employee

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1.3K Messages

1 day ago

 

user_iw8qoj Sorry to hear that you continue to have issues with your device disconnecting. Have you noticed other devices dropping connection as well, or is it just this one Alexa device? If it is only this device, I'd recommend checking the device's placement (if there are other devices or appliances that could cause interference), resetting the device itself, or ensuring it is within the proper range of your router.

 

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user_iw8qoj

6 Messages

15 hours ago

I have tried all of these "recommendations," repeatedly.  If the router is not powerful enough to reach the Alexa device, why would an Xfinity rep recommend I purchase it?

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XfinityThomasC

Official Employee

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2.6K Messages

@user_iw8qoj how far away is your Alexa device from the router? Do you happen to have xFi Complete advanced security suite which offers our whole home assessment? You might be a candidate for Xfinity Pro Wi-Fi Extenders. 

 

The Xfinity Pro Wi-Fi Extender is a device included with Xfinity Pro that provides cellular data backup during network service interruptions, automatically switching to a 4G LTE connection with speeds up to 30 Mbps download and 7 Mbps upload. It helps eliminate dead spots in your home by extending the Wi-Fi signal and is compatible with Xfinity Gateways XB7, XB8, and XB10. A backup battery, sold separately, can keep the extender connected for up to four hours during power interruptions. Activation is done via the Xfinity app, and no reconnection of devices is needed during interruptions.

 

For more details see:

 

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