Visitor
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1 Message
Intermittent Loss of Internet
For at least the last six months, we have been losing our internet connection several times a day. it's totally random, no particular time, but it happens literally every day. The internet suddenly drops, then several minutes later comes back on. We have had multiple technician visits. They have declared everything inside and outside the house to be fine. They even replaced the cable running from the Xfinity box to the house. We are on our third gateway router, each provided by Xfinity, so it's not a router problem. Nothing that's been done has fixed the problem; the technicians just shrug their shoulders and say it's hard to diagnose because it's intermittent. All well and good but the bottom line is that we are not getting what we are paying for, which is reliable, stable internet service. We are immensely frustrated. I feel like Xfinity has just abandoned us on this problem. I know it being intermittent may make it harder to diagnose the problem, but obviously something is wrong somewhere and since we are paying for the service, Xfinity has an obligation to us as customers to find it and fix whatever it is. What needs to be done to get Xfinity to solve this problem?
XfinityCliff
Official Employee
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641 Messages
6 hours ago
Hello @rke930, and thank you for sharing your experience on our Xfinity Community forums.
I can absolutely understand the frustration here, especially after dealing with daily interruptions for this long and already having multiple tech visits, a replaced drop line, and gateway swaps.
To help narrow things down, can you tell us a bit more about what you're seeing when the connection drops? Are both Wi-Fi and Ethernet-connected devices affected, or only Wi-Fi? When the outage occurs, are devices completely losing internet access, or are you seeing slower speeds, buffering, disconnects from meetings, or something else?
It would also help to know what types of devices are impacted and what you're typically doing online when it happens, such as streaming, gaming, browsing, or working remotely. Additional details like these can go a long way toward pointing things in the right direction and determining where the issue may be occurring.
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