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user_8qhqn7
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Wednesday, June 17th, 2026 4:37 PM

Dropping Teams calls

I recently got a new Xfinity Gateway, and ever since I've started using it, my internet goes out whenever I'm on a Teams call and someone else shares their screen. This was never a problem with my previous gateway, I do not have any more devices attached to the new gateway than I previously had, and since I work from home, I really need to be able to see when people are sharing their screens to be able to do my job. 

I unsuccessfully tried to trouble-shoot this issue with a series of Xfinity bots, both via chat and phone, which was beyond frustrating. So, maybe an actual person will see this and be able to figure out why this new gateway can't hand screensharing.

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14 days ago

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XfinityGabriel

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1 month ago

 

user_8qhqn7, Hey there! I’m really glad you reached out. I can definitely understand how frustrating that is, especially when this is impacting your ability to do your job.

What you’re describing with the connection dropping specifically during Teams screen sharing isn’t expected behavior, especially if your previous gateway handled it without issue. We'd like to take a closer look at what’s going on here with you. A couple quick things that can help narrow this down. Are you connected over WiFi or Ethernet when this happens, and does the whole connection drop or just the Teams session? We're here to help work through this with you and figure out what’s causing it.

 

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user_8qhqn7

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I'm connected over WiFi when this happen, and the whole connection drops. It impacts all devices connected to the internet - the laptop, which was running Teams, and my phone, which was not.

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1 month ago

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XfinityGabriel

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Got it. Thank you, that’s really helpful. If the entire connection is dropping across all devices (not just Teams), that definitely points more to the gateway or WiFi connection itself rather than just the app. I can imagine how disruptive that is, especially during work calls. Since you mentioned this didn’t happen with your previous gateway, I’d like to dig a little deeper into the setup. When the connection drops, do you notice if the lights on the gateway change or reset at all? Also, when you have a moment, would you be able to test a call using a direct Ethernet connection (if possible) to see if the same thing happens? That’ll help us narrow down whether it’s WiFi-specific or the connection overall. We’ll stick with you on this and get to the bottom of it. To have a deeper look on my 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.  

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1 month ago

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user_8qhqn7

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@XfinityGabriel​

The light on the gateway does not change at all when the service gets dropped. The name of my network is still visible to my devices, and the device status is 'Connection, No Internet'

The XFinity app shows the gateway is offline. 

I have to unplug the gateway and plug it back in to get back online

I do not have an ethernet cable, and my laptop does not have an ethernet port.

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1 month ago

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XfinityGabriel

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user_8qhqn7,

Thank you for those details. That’s really helpful. As someone who also works from home, I know how frustrating it must be to have to reboot the gateway just to get back online, especially when you’re in the middle of a work call. The fact that your network name is still visible but shows “No Internet,” and the Xfinity app marks the gateway as offline, definitely points to the gateway losing its connection to the network rather than just a WiFi issue. Since this started right after switching to the new gateway, I’d like to take a closer look at the device itself. With your permission, I can send a signal refresh to the gateway from here to help clear any provisioning or connection issues. It may cause a brief interruption while it resets. I have recieved your direct message so I will continue in assisting you from there. 

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 month ago

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user_8qhqn7

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1 month ago

I'm on the phone right now trying to figure out why my internet keeps dropping whenever I'm on a Teams call with a coworker and they share their screen, and the agent I'm talking to is clearly not a human being. It has been over 20 minutes, and I am no closer to resolving the issue, because I have to keep explaining what the issue actually is. This is horrible.

Note: This comment was created from a merged conversation originally titled Re: "Do any humans customer service agents work here anymore?"

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XfinitySara

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Hey, @user_8qhqn7! We've converted your comments into your own post so that we can specifically address your account concerns. Thank you for sharing! Sorry to hear about the trouble you're having. We'd love to see what we can do to help :) What troubleshooting steps have you taken so far? This Connection Troubleshooting Tips link is a great place to start.

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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1 month ago

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user_8qhqn7

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@XfinitySara​

I haven't really done any troubleshooting, because it's not a general connection problem. My internet goes down specifically when someone on a Teams call shares their screen.  The light on the gateway itself does not indicate there's a problem, and my devices show they're are connected to my network, but not the internet. The Xfinity app shows my WiFi is down. I can get back online by unplugging the router and re-routing.

There is no problem when I share my screen in Teams.

The Speed Test results show I have a download speed of 893.3 mbps

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1 month ago

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XfinitySara

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14 days ago

Hello again, @user_8qhqn7! We haven't talked much in the last 3 weeks (since you planned on going to our Xfinity Store in person), but I've sent you a couple of direct messages while keeping an eye on the account. It now appears that a tech visited, replaced some items, and buried an outside line. I'm so glad our field team was able to step in and help! How did everything go? If you still need anything at this time, don't hesitate to reply to our latest DM in the next day or two. Otherwise, you're always welcome to start a new post down the road if something else comes up :)

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