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user_adgqj8
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Monday, January 13th, 2025

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intermittent outages every day

I have intermittent outages everyday, usually 2-3 times during the day that last 2-5 minutes each time. Always being asked if I want to connect to my iphone hotspot which is Verizon. This is horrible home internet service and the only one we can use in our community. Any suggestions?

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Updated 

8 months ago

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EG

Expert

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113.3K Messages

8 months ago

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XfinityDena

Official Employee

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3.6K Messages

8 months ago

@user_adgqj8

I understand how important your services are to you as they are to me as I also to work from home full time and any service issues will cause a headache not only to not be able to assist my customers but prevents my kids from getting school work done and being entertained while I am working! 

 

We offer convenient self-service options to check service interruptions through My Account, the Xfinity App, or the Xfinity Status Center at http://www.xfinity.com/support/status. Have you checked there yet? If no interruption, I want to make sure we are respecting your time and not repeat the steps you have taken previously. What troubleshooting steps have you taken? 

 

I also wanted to make sure you are aware that any time you need to troubleshoot our Xfinity app can assist you step by step. It is not just to pay your bill or to get notifications about interruptions. To learn how to troubleshoot in the future you can follow the link: https://www.xfinity.com/support/articles/using-xfinity-app. Honestly, it is the best app to date that we offer and super easy to use for all of your account needs!

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EG

Expert

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113.3K Messages

8 months ago

@user_adgqj8 

Did you have a chance to see if any of those tips apply ? 

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user_adgqj8

3 Messages

Sadly, all the tips have not remedied the chronic intermittent outages that happen every day. They're random and I have not noticed any patterns. For example, the other morning at 5am, I was being asked to use my iPhone hotspot ( Verizon) since the Xfinity internet was out. I disconnected my laptop. Turned off the modem, unplugged the modem, restarted the modem...and it finally recycled and was working again in 5-10 minutes...it happens mid day, in the evening...when I'm working and when I'm streaming something for entertainment. I am just short of 1 year with Xfinity internet, and I'm not impressed. I had Verizon FiOS for over 10 years and never had any issues like this. 

8 months ago

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XfinityKei

Official Employee

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1.9K Messages

@user_adgqj8

I'm sorry to hear you're having connection issues. I can certainly understand how concerning this is when your connection is dropping daily. I have a few questions to ask, so we can find a resolution for you. 

When did this start?

What type of devices do you have connected? Do you have any splitters, amplifiers, extenders or a separate router connected?

Have you checked all your connections to make sure everything is finger tight and secure on the modem and wall outlet?

Is this happening with multiple devices or just your phone?

Are you on Wi-Fi or connected through Ethernet?

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

8 months ago

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EG

Expert

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113.3K Messages

@user_adgqj8​ 

Thanks for replying. Sorry to hear that none of the tips applied... Good luck !

(edited)

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

8 months ago

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user_adgqj8

3 Messages

@XfinityKei​ Thanks for your reply. In my household we use a 2024 MacBook Air and 2 iPhones, one 16 and one 16 Pro. We don’t have any splitters or extenders, just the original modem from Xfinity that I connected in Jan 2024. I have checked the connections every time the connection goes down and we only use the WIFI- no ethernet usage at all. 

Can’t tell you when this all started but it is very tiresome. Thanks for your concerns. 

8 months ago

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user_radromo

2 Messages

I have the same issue and no one has been able to resolve the issue. I have even replaced my modem twice. Same issue happens, when a technician came to visit they said that the signal was strong…it’s very frustrating. 

8 months ago

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