Skip to main content
user_7l5ski
1st Topic

Visitor

 • 

2 Messages

09/07/2026 9:44 PM

Internet outage

Recently got a plan with xfinity, using the xfinity gateway. The internet connection has been dropping a lot recently during the day going to the point where it shows connected but no wifi. Due to this I was curious on how I could schedule a appointment with a technician to come out and diagnose the problem.

Question

 • 

Updated 

8 hours ago

13

1

0

Oldest First
Selected Oldest First
XfinityLinda

Official Employee

 • 

2.7K Messages

9 hours ago

Welcome to Xfinity and our Xfinity Forums community, @user_7l5ski. Sorry to hear about the trouble with your internet connection. You've reached the right place for help. Can you tell me if you've tried troubleshooting?

 

Can you tell me if the internet modem is still located at the initial installation point? Can you make sure the coaxial cables are secure and finger tight at the wall and behind the modem? 

 

Here's a helpful article: https://www.xfinity.com/support/articles/cable-not-working.

(edited)

2

0

user_7l5ski

Visitor

 • 

2 Messages

The modem is still located at or approximately the initial position it was installed. I have removed the coaxial cable entirely then retightened it at the wall and behind the modem. I have also unplugged the modem for a couple of minutes then replugged it in to see if that was an issue.

Like

Reply

9 hours ago

0

XfinityDuron

Official Employee

 • 

1K Messages

Your on the right track @user_7l5ski, I do want to continue troubleshooting, so we can get to the bottom of your issues. To begin, would you mind sending me your name and the address to your account in a Direct message?

 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click the "Start New Conversation" (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.

 

For an example of how to send us a Direct Message, check out this link. 

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

 

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 as Best Answer.tick

Like

Reply

8 hours ago

0

forum icon

New to the Community?

Start Here