U

Visitor

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5 Messages

Monday, May 5th, 2025 7:28 PM

Internet Connection Keeps Dropping

My Xfinity internet connection keeps dropping. I had this problem with my own router - the internet connection would go out several times an hour. I recently got a Gateway and storm-ready internet. The internet connection is still dropping. I get text messages when the connection switches to the cellular backup and back. I got the Gateway and storm-ready internet about a week ago and have at least 50 texts so the connection has dropped and reconnected at least 25 times. How can I reach someone to get this problem sorted out? There does not seem to be a way of emailing customer service and the messaging keeps trying to get me to do troubleshooting that isn't relevant and the phone seems to want to direct me to an inane "self-help". Is there a way to reach a real customer service person? I know that the service is dropping and not a problem with my wifi setup since it has happened with two different modems.

Expert

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110.6K Messages

23 days ago

Visitor

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5 Messages

23 days ago

I was hoping to get a way to contact Xfinity support so that they can do the troubleshooting so I can get the working service that I am paying for.

Visitor

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5 Messages

It seems all of the support options have barriers that are designed to prevent customers from actually reaching a person to help.

Expert

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110.6K Messages

23 days ago

Suit yourself. If you can troubleshoot and fix it yourself, you may be able to save yourself a potential 100 dollar fee for a possibly uneeded tech visit. Good luck !

Official Employee

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2K Messages

21 days ago

@user_ltbkbv Welcome to our community forum and thank you @EG for sharing those helpful troubleshooting steps :). I'd like to get a better idea of your setup so we can work together and find the root cause of these intermittent symptoms you're describing. When your coax line enters your home, does it run directly to the back of your modem? Is there a coax splitter on the line between your coax outlet and your modem? 

Visitor

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5 Messages

21 days ago

The Xfinity cable is connected to a cable that runs to a wall plate and a cable from the wall plate runs to the modem (Gateway). No splitters.

Official Employee

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2.2K Messages

 

user_ltbkbv Thank you for checking and letting us know. From your description, it sounds like there is a timeout somewhere. If you are getting the disconnect and reconnect alerts. Removing any unneeded connections is a great place to start. If you check the link provided above, it does show you how to check more into the signals. Could you look those up and share them here, making sure to remove any personal information like your IP or MAC address, so I can take a look with you?  

 

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