Internet disconnecting when playing games online

I don't have disconnecting issues on any device until I start playing games on my console. Once I start playing games on it, everything gets disconnected from the Internet.

@PolarJ1125 Thank you for those details. There are a few options that may be the issue. I do recommend using the hardwired connection directly to your modem/Gateway for optimal connection. Make sure you are using an ethernet cable rated to support your speeds. Also, our speed tiers are rated to support a maximum number of devices and optimal use for each speed. You can check this page here to see the number of recommended connected devices and use for each speed. https://www.xfinity.com/learn/internet-service I would make sure you are using at least the 400Mbps as shown as that is the lowest speed recommended for multiplayer gaming.  If you are not using a speed capable of supporting the connection it may cause the modem to be overworked and reset. Next, I would recommend making sure the gateway can support your current speed. Even with our Xfinity gateways if you are using a gateway that only supports up to let's say 600Mbps on an 800Mbps speed that will cause connection issues when the full speed is needed. That is an easy fix if that is the case we can upgrade the modem to the correct model to support your speed. This is a little out of our range here, but I have a PS5 myself and have had to make changes to my DNS settings. You can google how to do that if you have not tried it already.  You can also check out modem specs here: https://www.xfinity.com/support/articles/broadband-gateways-userguides for your modem we would use the speed rating listed here if it is an approved device: https://www.xfinity.com/support/devices/

I will try the suggestions, but the links provided do not work. They give me a 404 error code when I click on them.

Thanks for bringing this to our attention, @PolarJ1125! It looks like there might be something going on with the clickable link at this time. However, if you copy the address and paste it into your browser it should bring up the right page. Please let us know if you continue to have issues.

Thank you for reaching out to us here @PolarJ1125. Thank you as well for doing all of that troubleshooting for us already. I would be happy to check on that issue and your modem from here for you. Could you send me a direct message with the full name and complete address for your service? 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   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

@XfinityJohnG​ I sent a DM to Xfinity support.

@PolarJ1125 We received your DM, and look forward to working with you to resolve the issue! 

Hello, @user_8zkbxa. I'm sorry to hear you're having similar issues when attempting to play video games. I would be more than happy to help fix this issue.

Before we get started, have you tried any of the suggested troubleshooting steps my colleague shared earlier on this thread? I want to make sure we don't go over something you've already done.

I’ve done everything OP did. I upgraded from xb3 to the xb7 gateway. And the issue is still ongoing. It’s been exactly 2 weeks today since I’ve been able to have consistent online matches. Sometimes I will get lucky and it will be 1 hour or 2 hours before I get disconnection issues. Other times I can’t past the sign in menu for online games. Never had this issue before. I noticed this all REALLY started happening after setting up advanced security with you guys on the xfi app. The same day I set that up, I get home and the ps5 gave connection issues for multiplayer. How does an account holder and loyal customer get locked out of something they pay a lot of money for 

@user_8zkbxa​ Did you ever get a fix? I'm having the exact same issue. 

Hello, @user_62o9sv I'm sorry to hear you're having connectivity issues when gaming. I'd be more than happy to help figure out a solution to this problem you're experiencing. So that we don't go over something you've already done, can you please share with me what you've done to troubleshoot this issue? Have you attempted to reset your modem? How about resetting your game console?