R2daR's profile

Regular Visitor

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13 Messages

Sunday, December 3rd, 2023 9:44 PM

Phone keeps dropping signal.

There seem to have been a number of threads on this topic but no resolution so far. I am starting a new thread with the hopes that it gets some attention from someone who knows what to do to fix the problem.

For the past several months, my iPhone Pro Max 11 keeps "silently" losing connection to the Xfinity cellular network. It is now an almost hourly occurrence and the only way to re-establish a signal it to turn on and off airplane mode. At that point, I always re-establish a signal, so I am clearly not in a "dead zone." My 13 yo daughter's phone also seems to have a similar problem and the issue came to a head when my daughter and I were at a concert, got separated, and I was unable to reach her on her phone as it had lost its signal. Thankfully, she was able to borrow a friendly stranger's phone and was able to call me. It was only when I checked out her phone that I noticed that it did not have a signal.

I have chatted with Xfinity service multiple times and have gone through their usual useless steps: remove SIM card, re-insert, clean SIM card, new SIM card, network reset etc. and nothing has worked. I am at my wits end and would appreciate if someone more knowledgeable would reach out with a solution. With all of the others having similar problems on this forum, it seems to be a systemic issue and not just isolated to me. It is very frustrating and not tenable. 

Best,

Ravi.

Official Employee

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487 Messages

6 months ago

@R2daR Hello, I am happy to be of assistance. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

Regular Visitor

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13 Messages

I chatted with another agent today. After telling him all that I had been asked to do previously, he asked me to reset my network settings again 🤦🏻‍♂️. And then he asked if could back up my data and do a new install of my OS. At that point, I told him that I had to go. Stop making your customers run around in circles with no clear plan or understanding of the problem. 

From my online research, it seems like many folks on Verizon/Xfinity are having this problem. When in an area with weak signal, the connection can drop and not reconnect again when the signal returns. 

Appears to be a systemic problem that Verizon/Xfinity need to solve. 

4 Messages

6 months ago

Running into the same issue. Had no service for hours today and now calls keep getting dropped 

Regular Visitor

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13 Messages

@user_qyhwcp​ very frustrating. 

are you able to re-establish a connection by turning on and off airplane mode? Even if it is temporary?

1 Message

I have the same problem. Seems to have started when Xfinity switched to 5g. No solution. Thanks for letting me know Verizon has the same issue. Guess it's time to switch back to AT&T. We shall see if they have a solution.

Thanks for posting.

Official Employee

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523 Messages

Good Morning, I am so sorry to hear that you are having troubles with your Xfinity Mobile @user_53dbea!  Have you attempted any troubleshooting steps? Have you reset your network settings on your device?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 Message

4 months ago

We are having the same issue with our iPhone XR iPhone 11. Initially thought it is the problem of the phone, or maybe we downloaded some bad apps. But after it happened to multiple phones in our households, maybe it is the problem of the network. It will resolve itself only after shutdown and restart the phone. But it happens 2-3 times a day and can be really annoying. The other day I missed 8 important calls from family members! 

Official Employee

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355 Messages

@user_0ietv8 Wow, that is a lot. If you performed basic troubleshooting suggested here on the forums or by other community posts to fix it, let the Xfinity Mobile team know what is happening directly. We have access to residential services here, while mobile customers get secure/direct support. Call or text 1 (888) 936-4968 to reach our secure Mobile team. You can also chat at xfinity.com/xfinityassistant/?channel=xMobile, where an Xfinity Mobile expert is available 24/7!

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

1 Message

1 month ago

Experiencing the same thing with my iPhone SE so I suspect it's a network issue. I'm going to try changing networks.

Official Employee

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906 Messages

Hi @user_fdnx1h Thank you for commenting on the thread today. Have you attempted any troubleshooting steps such as a full power down? I would check the coverage map as well at Network Coverage.

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

1 Message

1 month ago

Good luck to all of you having this issue!

I've had this problem in my home for 11 months.  90% of all calls sent or received are dropped, especially if I move after establishing a connection on a received or sent call.  Sometime the it happens immediately and sometimes it happens after 10-30 seconds.

It all started after an Xfinity hotspot was installed in my neighborhood last Spring.  One theory that's been alluded to is that my wifi modem/router and the hotspot both vy for my phone's connection and when a switch occurs between the two, the call is dropped.  I've made over 40 calls and visited the Xfinity store several times without resolution. 

I've only hung in because I have a landline.  But now Xfinity is trying to eliminate landline numbers with a free mobile phone incentive to transfer the landline number to a mobile phone.  But I can't do this because having a landline is my only recourse.  So I pay more for a landline because the quality of my mobile phone service at home is so poor.   

I'm willing to bet Xfinity is having significant problems going wireless with hotspots because I hear other Xfinity mobile users having this problem in other communities, and I think my only alternative is to return to Verizon and use signal extenders since Verizon tower service is poor in my neighborhood.  But poor service is better than dropped calls.  If I do this, it'll be a good time to explore replacing Xfinity internet with a fiber optic network and Xfinity cable with streaming services.   When one provider's door slams shut in the face of a long-time customer, other providers' doors just may open!

1 Message

4 days ago

I’ve had this service for a few weeks and I keep dropping calls. I have updated my iPhone 14, reset the network at least 3 times. I’ve also got another e-sim card once. I feel it’s your towers in my area. I didn’t have this issue with my other provider. I’m very close to finding another provider, this makes no sense.

Official Employee

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1.7K Messages

 

user_70633j We are sorry to hear you have had so much trouble with our mobile service. This is not the experience we want for our customers. Have you spoke with our mobile care team about this issue already? 

 

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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