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vitmon
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Monday, September 29th, 2025

Internet connection is interrupted multiple times a day

My internet connection is interrupted multiple times a day - each time for 15-20 seconds, sometimes for a few minutes.

Rebooting the router does not help. Reaching a live support technician is impossible - hence my port on this forum.

I run Internet Connection Monitor Google Chrome extension for monitoring Internet connectivity.
Included is the log for today and it indicates I had 5 disconnects just this morning lasting for over 7 minutes.
I work remotely and having Internet disconnected during a presentation is very annoying and embarrassing.
I would appreciate if someone form Xfinity technical support team could reach out to me and help me troubleshoot this issue.


[Edited Image: "Personal Information"]

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14 days ago

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EG

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113.9K Messages

16 days ago

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vitmon

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Thank you for the quick response. When I signed up for the service in December of 2024 it worked fine for about half a year. 
The disconnects started a few months ago. Rebooting the modem did not help. Getting a hold of a live person who could help troubleshooting the failures is impossible.

One of the suggestion in your reply was to:

> Check your signal levels.
> Note: Not all modems will allow you to view the status page and some will have different URLs to access this info. If you are unable
> to access your modem’s status page, you can contact Comcast > Customer Support and ask the support representative for these values.

Is there a way to ask the customer support to review these values for me?

This is all information I get on the Gateway > Connection > XFINITY Network page:

(edited)

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15 days ago

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XfinityJustinC

Official Employee

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1.7K Messages

Hello, @vitmon thank you for reaching out over Xfinity Forums. Working from home myself, I completely understand where you're coming from with relying on your home network to be running correctly. I'm glad to see one of our helpful experts @EG was able to provide the troubleshooting tips. I'd like to help investigate further if you're still having issues, please let me know and I can troubleshoot further. If the issues still persist, this will be helpful if you could answer:

- Does your modem/gateway reset during the lost connection?
- Are you connecting via WiFi or Ethernet?
- Have you checked the Xfinity Status Center: https://www.xfinity.com/support/status or Xfinity App to see if there are any reported issues in your area? 

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

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14 days ago

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