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tdeflore
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3 Messages

Friday, August 7th, 2026 2:42 AM

Connection dropping during stream

I have a specific issue I require an agent for. For the past couple weeks while I have tried to stream to Twitch the connection spontaneously drops for a good 5 minutes at random intervals.

My plan is 1000 Mbps download and 35 Mbps upload, however a speed test showed me getting 177.19 Mbps download and 14.36 Mbps upload. Very far from what I should be getting. This does not appear to be a Twitch issue I have encountered this on multiple days at different times, and have even tried changing my ingest server to see if that would fix it. This has not worked every time so the only remaining thing would be my provider

I would like to get this issue fixed as my uploading spontaneously dying for no reason is incredibly frustrating, on top of the fact my plan seems to be being blatantly throttled.

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3 hours ago

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XfinityRay

Official Employee

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4.1K Messages

18 hours ago

Thank you for reaching out, and I apologize for the disruption this issue has caused, especially while streaming, @tdeflore. I understand that your connection has been intermittently dropping during Twitch streams over the past few weeks, and that you're also seeing significantly lower download and upload speeds than expected on your Gigabit plan. I enjoy watching Twitch and understand how that can cause a problem streaming. 

 

I have some questions to help isolate the cause:

1. Are you connected via Ethernet or WiFi when streaming?

2. Have you noticed the connection drops affecting other online activities, or only when you are trying to stream?

3. What modem and router models are you currently using?

4. Have you observed any offline or blinking status lights on the modem when the issue occurs?

5. Have you tried any other troubleshooting steps such as restarting your equipment?

 

You can also see tips for troubleshooting here, https://forums.xfinity.com/conversations/internet/answered-tips-for-troubleshooting-your-xfinity-internet-connection/602da481c5375f08cd7fbb7c.

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tdeflore

Visitor

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3 Messages

1. I have done both, the issue happens on both ethernet and wireless

2. Other windows and sites will similarly spaz out, a discord call also dropped in the middle of everything once too.

3. Standard xfinity gateway

4. White light is still on and stable when these drops occur

5. I have restarted the gateway and also restart my pc before every stream. Issue still occurs

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5 hours ago

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XfinityGabriel

Official Employee

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3.4K Messages

 

tdeflore,  

Thanks for those details. That helps narrow things down quite a bit. Since the issue occurs on both Ethernet and WiFi, affects other applications like Discord in addition to Twitch, and continues even after restarting both the gateway and your PC, it suggests the problem may be impacting the connection itself rather than a specific device or application. When you have a chance, could you run an Internet Health Test through the Xfinity app and let me know what results it returns? You can find the steps here. Once we have the health test results, we can take a closer look at what may be causing the intermittent drops and reduced speeds.

 

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

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5 hours ago

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tdeflore

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3 Messages

There is an issue with me doing this now. The app has updated to a point where my phone bo longer supports it. I am unable to do the test through the app

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4 hours ago

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XfinityGabriel

Official Employee

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3.4K Messages

 

tdeflore, No worries. We will be happy to further troubleshoot the internet service with you on our end. Would you mind sending us a direct message with your first/last name and full address by clicking the "direct message" icon on the upper right page of the forum page? Once you click on that, click the "Start new conversation" (pencil and paper) icon. In the 'To:" line, input our shared handle "Xfinity Support" to send us 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 as Best Answer.tick

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4 hours ago

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EG

Expert

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119.8K Messages

3 hours ago

Concern moved here to the Home Networking help section.

@tdeflore @XfinityGabriel 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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