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Visitor

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2 Messages

Thursday, May 8th, 2025 12:33 PM

Internet continually goes down and has been going down for the last 3-4

Our home internet has been going in and out over the last 3-4 days.  Continually receiving alerts that there is an outage in are area, but when I check the outage map, the only outage is our house.  Continually trouble shoot and restart the router, but this has not helped.  When I was told I would receive a text if the issue persists to either speak with a representative or schedule a technician, I received an email saying a text couldn't be sent although the xfinity site has my phone number correct.  This is being increasingly aggravating as our wifi has become absolutely unreliable.  

Official Employee

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1.7K Messages

5 days ago

Hey there, @user_62j1qe! Thank you for taking the time to visit our Xfinity Community Forum and for posting your connectivity concerns. I'm sorry to hear about the trouble you've been having, and I'd love to see what our team can do to help! We're awesome to work with over this platform because we are experts in all areas of your account, service(s), equipment, bill, and more :) It would be my pleasure to take a closer look at things with you. First, have you recently reviewed these Connection Troubleshooting Tips? That's a great place to start, so please let us know if you notice anything else that can be adjusted on your end. Otherwise, we'll likely have to pull up your account and see what else we can find, which we're happy to do.

Visitor

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2 Messages

I’ve done all that and even obtained a new router from Xfinity. Going on the 6th day of this in a row. I’m sorry but this is ridiculous. 

Official Employee

 • 

1.7K Messages

@user_62j1qe - No worries! Thanks for confirming. Let's take a closer look with you today. Could you please send our team a direct message to continue?

 

To send a direct message:

  • Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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