Visitor
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3 Messages
Gateway
I’ve tried to use the chat function but it just turns purple and nothing else happens…
for days I have been experiencing lag moments and all together no WiFi. I’ve restarted the gateway and tested my speeds and I’m getting 0 to 20% what I’m paying for I’m getting frustrated because I can’t find any help line and the only thing it tells me to do is try chatting with one of our experts but the chat doesn’t work. Just need a little help so I can fix this problem before I end up switching companies all together.
CCJessie1
Retired Employee
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5.9K Messages
2 years ago
@user_3959ee
Welcome to the Xfinity Forum and thank you for posting your question here. We sincerely apologize that you are experiencing issues with your WiFi connection, we certainly understand how important a strong Internet connection is. Have you tried the troubleshooting steps outlined in some of our help articles (found below)? If not, we recommend starting there. Once you have done those troubleshooting steps please let us know if the issue continues or provide us some additional information about how your WiFi connection is behaving for additional troubleshooting information. For instance, is the WiFi issue happening on all connected devices or just one? Is your modem provided by Comcast or is it a purchased modem owned by you? Did relocating your modem to a new location help to resolve your issue? Are you able to complete speed tests in the Xfinity App both to your device and to the modem? Is your WiFi enabled device full updated with the latest OS? Are there times/locations in your home when the WiFi works best or worse? If the troubleshooting documents do not work, answers to these questions will better inform us of your issue and be able to better assist you.
Troubleshooting documents:
Fix Your Internet Connection Using the Xfinity My Account App
Xfinity Internet and WiFi Connection Troubleshooting
Troubleshoot Your Home WiFi Network with Xfinity xFi
Xfinity Internet and WiFi Connection Troubleshooting for Customer Owned Third Party Modem/Router
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user_3959ee
Visitor
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3 Messages
2 years ago
Yes I’ve restarted the gateway 17 times. Ive completely reset everything unplugging letting it sit and plugging it back in. It is a Comcast device, there aren’t specific times when it’s better or worse it just completely stops and when I go to the app it says the gateway is offline. And it will stay that way for like 10 minutes and then start working like nothing happened the app doesn’t give me an option to restart the gateway when that’s happening. Also when it is working it won’t go above 20% of my plan before I was receiving 110% or even higher. I have no clue if it’s on the updated os I haven’t seen anything in the app that allows me to do that. And there is only one working coax port so I can’t move it. It’s happening on all devices everything stops when the gateway stops.
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