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user_uoumyt
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2 Messages

Tuesday, March 25th, 2025 3:29 PM

Internet Instability when using video conferencing

I am having issues with my internet being instable when trying to do video conferencing. I'm testing my connection and speed on Xfinity and currently and it says I have 519.0 mbps download speed and 22.5 mbps upload speed, and a  "Blazing Fast" connection. 

The rest of my internet service is fine and working as expected, very fast. Can have multiple tabs open and work on various things at once. I'm able to stream on apps and my download speeds are very high. But whenever I enter a video call, my connection drops and I need to restart the internet to get back online. 

This was initially caused by an outage we saw about a month ago due to some bad weather and severe winds, which disrupted my service for a few days. Since then video conferencing has been very unstable and unusable. Which is incredibly frustrating as I work from home and need to make these daily. 

When I chatted with Xfinity assistant, they could see nothing wrong with my connection. Can I please get some assistance on this issue? Do I need to have a technician come out to inspect my setup even though Xfinity is saying my connection is good and fast?

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Updated 

8 days ago

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XfinityThomasA

Official Employee

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2.2K Messages

8 days ago

 

user_uoumyt - I know I'd be reaching out too if my video calls were impacted! You've reached the right place for help! What device are you using that is experiencing this issue? Have you tried using any steps via the Xfinity app to troubleshoot?

 

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user_uoumyt

2 Messages

@XfinityThomasA​ 

Hi Thomas - My wife and I are both experiencing this issue on our HP laptops. Both are fairly new (2022 and 2024) with good processing power. And neither have ever experienced this issue before the beginning of this month. 

And yes, we’ve attempted to troubleshoot using the Xfinity app and tried multiple steps following the instructions posted. But

when not in video conferences, there appear to be no issues and nothing that the troubleshooting steps help with. Again when testing my speed on both devices, it says it is good and fast. Eventually when chatting with Xfinity assistant it told me I need to schedule a technician to come to my house to investigate. 

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8 days ago

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XfinityThomasA

Official Employee

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2.2K Messages

 

Thank you for your detailed response, user_uoumyt. Our team can help. If you can please send a direct chat message with your full name and complete service address to “Xfinity Support”, I'd be happy to look into this with you. To do so, click on the chat icon located at the top right of this forum's page.
 
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message 

 

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8 days ago

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EG

Expert

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109.5K Messages

8 days ago

@user_uoumyt @XfinityThomasA 

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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