Connection dropping

I’ve been having ongoing issues with my Xfinity internet connection dropping out regularly across all devices in my household. This includes cellphones, smart TVs, and gaming consoles — the interruptions are especially noticeable during online gaming sessions. From what I can tell my gateway never fully loses an internet connection, it just seems to be brief interruptions lasting a minute or so.

To try to fix the issue, I went to my local Xfinity Store and upgraded my gateway to the XB8 model. Unfortunately, I’m still experiencing the same frequent disconnections.

I’ve already checked the basic things — rebooting the modem, verifying cable connections, and going through the logs available on the admin site (to which I didn't see any connection logs available to examine). Additionally I've attempted to use the Xfinity app support bot without success. It just says my connection seems great and ends the troubleshooting rather quickly.

Is there anything that can be done about this issue?

Thanks in advance

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XfinityMartyR

Official Employee

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2.7K Messages

19 days ago

user_41h3wg Thank you for reaching out! It sounds like you may have something interrupting your WiFi signal in the home.

If you are not getting a strong Wi-Fi signal throughout out your home, there may be something that is interfering with the broadcast. Placement of the Gateway (modem/router) is key in your home and is best to have in a central area of your home. For optimal Wi-Fi coverage and strength, ensure your Gateway is:
*Placed in a central area of your home.
*Elevated (off of the floor) and in an upright position.
*In an open space, free of obstructions.
*Using one WiFi Name and Password for your home network.

Also, to minimize interference with your Wi-Fi signal, place your Gateway away from:
*Walls and furniture.
*Metal surfaces (including computer cases).
*Halogen/fluorescent lighting.
*Microwaves and refrigerators.
*TVs and computer monitors.
*Most cordless phones.
*Baby monitors.
*Large amounts of water (like aquariums and water heaters).

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user_41h3wg

Visitor

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2 Messages

@XfinityMartyR

I appreciate the suggestion, but it is not the placement of the gateway in my home. My devices all have strong signals and I've hooked up a wired connection to one of my devices and still experience the same drop outs. Seems to be a larger problem

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19 days ago

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XfinityMartyR

Official Employee

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2.7K Messages

user_41h3wg We can take a closer look for you, check on your signal levels, and the connection health. Please send us a direct message.

To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

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19 days ago

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Your Home Network

user_41h3wg

Connection dropping

XfinityMartyR

user_41h3wg

XfinityMartyR

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