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user_83a27e
1st Topic

Visitor

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2 Messages

Monday, July 10th, 2023 1:15 PM

Closed

Intermittent connection

My modem is going offline about 6 times a day and I have to unplug it and plug it back in every time. We upgraded our modem. Few months ago for the very same reason. I have tried all the trouble shooting and still no go. I’d like to schedule an appointment but can’t seem to find the direct messaging icon everyone is talking about. Please help. 

Question

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Updated 

2 years ago

37

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XfinityBillie

Official Employee

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3.3K Messages

2 years ago

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums. I understand how important it is to have a reliable connection, and it's important to me that we help resolve this. I understand that you have unplugged it and plugged it back in. Have you also checked that the coaxial cable is secure at both the modem and the wall plate? Are you using a stand-alone router as well as your modem? Are you connecting via Ethernet or Wi-Fi?

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user_83a27e

Visitor

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2 Messages

@XfinityBillie​ 

I am connected by wif

2 years ago

0

XfinityAngie

Official Employee

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1.9K Messages

@user_83a27e, Thank you for getting back to us. I will share the instructions just in case. 

• Click "Sign In" if necessary

• Click the "Direct Message” 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

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 years ago

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