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user_vf6w0c
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Wednesday, November 13th, 2024 6:50 PM

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Internet is freezing

I just spoke to someone about this issue and they said don't worry it's all under control. Well, apparently not, I'm on the verge of cancelling by Xfinity Internet 

Question

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Updated 

6 months ago

121

2

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XfinityAirelle

Official Employee

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2.7K Messages

8 months ago

 

user_vf6w0c Hi there! Our awesome digital care team would be happy to assist you with your internet issues. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there! 

 

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user_t7okk4

1 Message

8 months ago

@user_vf6w0c I'm having the same or a similar problem.  I'm in Bel Air, MD, and for the past three months my internet connection has been consistently unstable.  The Wifi connection will drop, and then I disconnect and reconnect and hope that it gets fixed.  It's frustrating, but the bigger problem (for me) is that it is too unstable for me to have Skype or Discord calls with family and friends without the call freezing up every two minutes or so. 

Here's a list of the things that are NOT causing the problem: 

1.  My laptop in general -- I just replaced the 3-year-old one with a brand new Lenovo, and it is still happening

2.  My router -- Netgear IT updated the driver, and that wasn't enough

3.  My laptop's Wifi connection -- Skype still freezes up when I switch to ethernet

4.  My laptop's ability to connect to the internet in general -- when I go to my friends' houses, all of the issues vanish 

Help? 

4

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XfinityAmandaB

Official Employee

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2.4K Messages

 

user_t7okk4 If you could 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, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

 

 

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

8 months ago

0

hockeyfan509

Contributor

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31 Messages

I have had 2 different Xfinity people out to try to correct my internet freezing which is much worse than before. The last guy pointed out some dust in a wall connection that he said can wreak havoc. Cleaned that out and I got the newest wi fi and connections, but freezing is back and worse than ever. Incredibly frustrating.......

6 months ago

0

hockeyfan509

Contributor

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31 Messages

and not hearing a thing now from customer support.......

6 months ago

0

XfinityJorge

Official Employee

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2.3K Messages

 

hockeyfan509 Hey there! Our team is here to help and work together on these connection issues you are having. In order to get started can you send us a DM with your name and address so we can jump right into this? 
Here's the detailed steps to direct message us: 
• 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
 

 

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

6 months ago

0

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