2 Messages
Intermittent internet connection
I've been experiencing intermittent internet connection for the past 2 months. First occurrence was November 3rd, 2023. My service is for 1200mbps, but for around 80% of my day, it has been hovering around 0.4mbps - 5mbps (~0% of my service!!!) on both ethernet and WIFI. The upload speed was the only thing that was normal at ~50mbps. The only workaround that I had was to restart/power cycle the gateway to get normal speeds, but even then I'd be lucky to have it for about an hour. The latency and packet loss has been horrible, making it extremely difficult to do anything that I want or need. I tried to give Xfinity the benefit of the doubt as I read that 10G was being implemented, with this would be a circumstance that would happen, but 2 months is crazy.
XfinityDilary
Official Employee
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2.3K Messages
1 year ago
Thanks for posting on our Community forums, @Jaaaye. I'm sorry to hear about your speed concern. We'd like to troubleshoot further and get to the bottom of this. To confirm, did you check the coaxial connection on both ends as well (modem and wall plate)? We want to make sure it's tight on both ends. Let me know if that makes any difference.
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XfinityDilary
Official Employee
•
2.3K Messages
1 year ago
Thanks for clarifying, @Jaaaye. Let's take a look at the account here. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.
To send a Direct Message:
Click "Sign In" if necessary
• Click the "Direct Messaging chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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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