Skip to main content
user_rg1zls
1st Topic
1st Reply
1st Like

Visitor

 • 

4 Messages

Monday, June 16th, 2025

Have to reset the router multiple times a day.

Have to reset the router multiple times a day. Things that are hard-wired stay working, but the wi-fi things in my home go down. Been going on for months. Tired of it. 

Question

 • 

Updated 

20 days ago

35

4

Oldest First
Selected Oldest First
XfinityChelseaB

Official Employee

 • 

1.9K Messages

2 months ago

Hello @user_rg1zls, Thanks so much for taking a moment out of your day to leave a post on our community forum and we would be happy to help. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

0

0

EG

Expert

 • 

112.8K Messages

2 months ago

@user_rg1zls @XfinityChelseaB 

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.

1

0

user_rg1zls

Visitor

 • 

4 Messages

2 months ago

No solution yet and reaching customer service is incredibly difficult. I just was a fix for this or a replacement router. The router I have is 2-3 years old. 

1

0

XfinityThomasC

Official Employee

 • 

2.8K Messages

Hello, @user_rg1zls My apologies! You may have missed our last response hours ago. Please return to the direct messaging. Once we have your account authenticated I can troubleshoot or work on a replacement if you are using a Xfinity Gateway. 

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

Like

Reply

2 months ago

0

user_rg1zls

Visitor

 • 

4 Messages

20 days ago

This is still an issue. 

1

0

XfinityPaula

Official Employee

 • 

1.6K Messages

Good morning user_rg1zls. I'm sorry that this trouble has been going on for so long. It is frustrating to deal with dropped connections. We want to help and make sure that your service trouble is resolved and that you have a solid reliable connection. Based on our direct messaging we were looking at replacing the modem (gateway) You can bring the modem to a Xfinity store, and they can swap it out for us, there's no charge for that since it is leased equipment. We are responsible for it, however if the new modem does not resolve the issue we will have move to setting up a repair appointment. This will allow the technician to check the home signals, interior and exterior wiring and the modem. Many times we find that it's not the modem that is causing an issue, but the connections and RF signal going to the modem. 
Do you want to start with replacing the modem, or should we move to setting up a repair appointment to help make sure all potential issues are checked and corrected? 

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

Like

Reply

20 days ago

0

forum icon

New to the Community?

Start Here