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user_4uqn6g
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Monday, November 24th, 2025 5:04 AM

Constantly losing internet connection, only briefly, then connection restored - this has been going on for a few months

Intermitent, but persistent interruptions to my service.  We've run all the diagnostics in the app and even had service to the house.  The last guy changed the service line from the box in the backyard to the house.  However, the problem persists.  From my command prompt, I ran a couple of tests    ping -n 100 www.google.com.  This test of 100 packets had a loss of 19%.  I also ran a test to the modem itself    ping 10.0.0.1 -t   and the result was a 0% loss.  This has been a very frustrating issue, and I'm looking for what I need to do to solve the issue I'm having.

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EG

Expert

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114.6K Messages

4 days ago

You should get the techs involved again until things get fixed properly. Bear in mind that if the premises-facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it up to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.


Good luck !

(edited)

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XfinityQue

Official Employee

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253 Messages

2 days ago

 

user_4uqn6g, hi there! Thanks for reaching out. I totally understand your frustrations and concerns. How long have this been going on? 

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user_4uqn6g

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I don’t have the specific date, but I’m thinking about 2 months. We’ve had the service guy out and a new black cable wire installed. He also checked the Gateway modem inside and said it was working fine.  I recently researched and found out about the ping test after continuing to have the WiFi issues.

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2 days ago

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XfinityKassie

Official Employee

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2.1K Messages

 

user_4uqn6g Okay, gotcha! Let's take a look, and see what we are seeing on our end, since this has been going on a while. Can you please send a Direct Message with your name, and service address? 
 
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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.
A "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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1 day ago

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EG

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114.6K Messages

2 days ago

@XfinityQue 

They stated this: "this has been going on for a few months".

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