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user_0e9bff
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2 Messages

Sunday, February 16th, 2025 3:00 AM

Internet connection is slow and choppy

Ai is not helping, automatic checks by AI is not helpful as connection is slow at other times and sometimes choppy. Need a call back. No ai please. Really frustrated with the ai treatment 

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Updated 

1 day ago

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XfinityThomasC

Official Employee

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2.6K Messages

5 months ago

Hello, @user_0e9bff

Sorry for the inconvenience with your slow connection. What troubleshooting steps has the AI asked you to perform so far? Have you performed a speed test https://speedtest.xfinity.com/ using a device hardwired to the modem? How have your physical connections been? Are there any loose or damaged wires, splitters, or outlets? Tell the community as much detail that you believe will be helpful in resolving your issue. Our forum also offers a great tips page here to help you troubleshoot connections issues. Let us know what you discover. 

 

 

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FlaccidNamerTag

Visitor

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2 Messages

Hi,

I've recently switched to xfinity and I am also experiencing a similar issue. The internet to my apartment is intermittently dropping and I loose all internet connection (yes, wifi and ethernet).

I used the provided and new Gateway modem. I have securely attached the wires and cables that it functions properly. I had followed the AI previously but it then proceeded to have me wait for over couple hours with out responding.

I do not know what is causing the internet to drop but it typically happens very abruptly and then quickly resolves it self. Its been 5 days since I started using your service and the duration of these drops have typically lasted about 5-10 secs.

(edited)

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1 day ago

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XfinityChristy

Official Employee

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2.1K Messages

 

user_kc0orp Hello, and thank you for reaching out via our Xfinity Community Forums. I'm truly sorry to hear you're experiencing intermittent internet drops so soon after starting your Xfinity service. That's definitely not the experience we want you to have.

 

Let's work together to figure out what's causing these abrupt, short drops, affecting both your Wi-Fi and Ethernet connections. I understand this has been happening for five days now, and we need to get to the bottom of it.

To help me best assist you, could you please tell me a few more things?

 

  • When do these drops most often occur? For example, do they happen at specific times of day, or during certain activities like streaming or gaming?

  • Are there any specific lights on your modem/gateway that change or turn off when the internet drops? If so, which ones?

  • Have you noticed if these drops correlate with anything else happening in your apartment or building? For instance, does it happen when an appliance turns on, or perhaps when your neighbors are also home and using their internet heavily?

Once I have a bit more information, we can explore potential solutions and get your internet stable.

 

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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1 day ago

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FlaccidNamerTag

Visitor

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2 Messages

I have not been tracking this information fully but I will now document the future instances. Here is what I have offhand:

The drops have not been consistent and do not seem to have a certain pattern.

It seems that the occurrences of drops increases with the amount of individuals on the internet but I cannot confirm this. I also was not using the internet heavily besides playing video games online when these drops occurred.

I believe that the modem light is a flashing yellow/orange color when the drops occur. I believe its displayed similarly to how the light shows before connecting to the network (not the normal solid white light).

I have not noticed any correlations in or around to my apartment to the internet drops.

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1 day ago

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XfinityRichard

Official Employee

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2.1K Messages

Thank you, @FlaccidNamerTag we can look further into this if you would like to DM me your full first and last name along with your full service address so that we can assist you further.-Richard

 

Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. 

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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1 day ago

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