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Fubeca97
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3 Messages

Wednesday, April 15th, 2026 5:35 PM

Internet Instability when using video conferencing, Teams, Zoom, WebEx, etc

Every time I'm on a video conference call, the internet will cut out for a few seconds about every 10-15 min. It is very frustrating. I'm connected to Wifi and ethernet. I am on a plan that gets 1 GB down and about 10 MB up.

This only happens when I'm on my home network but EVERY time I'm on my home network. Please help.

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8 hours ago

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XfinityJeff

Official Employee

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867 Messages

13 days ago

Greetings @Fubeca97, and thanks for reaching out to us on the Xfinity forums, I hope this message finds you well. As someone that works from home and has weekly meetings on Teams, I can understand the frustration of having issues with the connection, but you have come to the right place for assistance with this issue. When you are in a meeting and get disconnected, do you lose internet completely?

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Fubeca97

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Thank you for responding. I'm not sure. I'm connected by both Wifi and ethernet to my laptop. When I'm in a video call, people say I freeze on their screen, I hear a beep, and the internet icon in the bottom right of my screen seems to cycle through icons but then the icon showing an ethernet connection comes back and the connection resumes. This happens about every 10-15 minutes during the call but it ONLY happens when I'm in a video call.

(edited)

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11 days ago

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XfinityAlyssaA

Official Employee

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2.6K Messages

Thank you for sharing that information @Fubeca97, we appreciate it. I see that this issue only occurs while you’re on video calls. To help narrow this down, can you please confirm whether your computer’s software is fully up-to-date?

 

Additionally, have you tried power‑cycling your modem by unplugging it for about 60 seconds and then plugging it back in to see if that helps improve the connection?

 

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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.
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11 days ago

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Fubeca97

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3 Messages

Sorry for the delay. I made sure all software was updated, I power cycled the router, I tried a video call just on the hard line ethernet, I tried a call just on wifi... every 5-10 minutes my video freezes, I hear a bing bong tone and then everything comes back for a few minutes. This only happens when I'm at home, not at work.

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1 day ago

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XfinityJorge

Official Employee

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2.9K Messages

 

Fubeca97 Hi there! We are happy to pick up where we left off and further troubleshoot the connection issue. Can you please send us a DM with your name and address to get started?
To send a "direct message" / "private message" message to Xfinity Support:
 • Click "Sign In" if necessary
 • Click the "Direct Message" icon
 • Click the "New message" (pencil and paper) icon
 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
 • As you are typing a drop-down list appears. Select "Xfinity Support" from that list
 • An "Xfinity Support" graphic replaces the "To:" line
 • Type your message in the text area near the bottom of the window
 • Press Enter to send it

 

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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11 hours ago

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EG

Expert

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117.7K Messages

8 hours ago

@Fubeca97 @XfinityJorge 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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