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user_bdmndn
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7 Messages

Tuesday, July 29th, 2025

Frequent internet drops of 5-10 seconds approx every 15 minutes, interrupting online webcasts

I am experiencing frequent signal loss for 5-10 seconds every 15 to 20 minutes. This occurs during web conference calls. Issue has been goin on for several months. The xfinity assistance claims all of my settings are correct and system / service working fine. How do I get help resolving this? There is no way to report a more complicated issue through the assistant.

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25 days ago

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XfinitySara

Official Employee

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2K Messages

28 days ago

Hello, @user_bdmndn! Thanks for creating a new post within our community forum regarding your service concerns. I'm sorry to hear about the trouble you've had, and I'd love to see what our team can do to help! We're great to work with because we'll always work hard to review and resolve your concerns as quickly as possible. To start, have you recently reviewed these Connection Troubleshooting Tips? That is a good place to start, so please let us know if you notice anything else that can be adjusted on your end. Otherwise, we may have to take a closer look, which we're happy to do, too :)

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user_bdmndn

7 Messages

Connection works great, high speeds, no problems - until it cuts out for 5-10 seconds at a a time.  Other posts on the forum that report similar issues refer to an 'amplifier' installed in the street box.  I can't troubleshoot that.

What is the next step for getting service on this?

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28 days ago

0

XfinityGabriel

Official Employee

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2.5K Messages

@user_bdmndn, Thanks for letting us know. I can understand the inconvenience caused by the frequent signal loss as a customer myself. I am sorry to learn about this experience. One way to troubleshoot this is via the XFINITY app. If you were to run an internet health test like in this link here via the Xfinity app, what results does it pull for you? After troubleshooting with the app, if the service issues still persist, does it let you schedule a technician appointment?

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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28 days ago

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user_bdmndn

7 Messages

It does not let me schedule an appointment.  After following all the steps the issue still persists.

How can I get more help than just the assistant app?

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26 days ago

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XfinityThomasA

Official Employee

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2.7K Messages

Our team can help, @user_bdmndn!

Please send a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

 

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your 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 a reply as the Accepted Answer.tick

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26 days ago

0

user_bdmndn

7 Messages

I have sent a DM to xfinity support but do not have any reply.  Is there something else I need to do?

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25 days ago

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EG

Expert

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112.8K Messages

26 days ago

@user_bdmndn @XfinityThomasA 

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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