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tlcondor
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8 Messages

Sunday, February 23rd, 2025 3:55 AM

Internet Keeps Disconnecting

Right around the start of this year (2025), we have been having Internet connection issues. Our devices stay connected to the WiFi network, but the Internet goes out constantly. Even devices that are wired to the modem/router lose connection. This happens multiple times a day, and seems to happen more and more each day. 

We upgraded our Xfinity Internet plan and bought a new Netgear modem/router that is compatible, per the Xfinity list of devices. The connection issues have not improved and now we are paying more for Xfinity!

Think we will need to call for a technician visit to run signal tests for our connections inside and outside the house. A similar issue was occuring with our previous Xfinity account at a house a mile away from here, and the technician had to replace old parts, tighten connections, and cap an open connection that was uncovered at the tap.

Anyone else have better ideas?

Thank you.

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8 days ago

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3

XfinityShawn

Official Employee

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1.4K Messages

2 months ago

@tlcondor Is this issue happening during specific tasks like streaming or online gaming by any chance? Also, have you tried troubleshooting from the Xfinity app? 

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tlcondor

Frequent Visitor

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8 Messages

It is happening regardless what we are doing--regular use of internet for work/school, happens in the middle of Zoom calls, streaming, or online games. It happens regardless what time of day or evening. Tried several times to troubleshoot with Xfinity app, restart modem etc. Still occurs and seems to be getting more frequent. It only started doing so this year so we thought maybe the bad rains/cold weather but it hasn't improved after that. 

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2 months ago

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XfinityJamesC

Official Employee

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2.1K Messages

Thank you for clarifying, @tlcondor! It definitely sounds like there could be an issue with the connection to your house. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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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2 months ago

user_m1tdue

1 Message

2 months ago

Having this exact same issue. Wifi is fine but wired connections go down frequently for short periods of time. I had some success after resetting my ipv4 using `netsh int ipv4 reset` but the problem came back a few days later. I was told they were doing maintenance in the area earlier this week but it doesn't seem like anything has changed

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XfinityThomasC

Official Employee

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2.4K Messages

Hello, @user_m1tdue since you mentioned this happens with your hardwired connections have you tried swapping the ethernet cables? What were the results when you attempted to troubleshoot through the Xfinity App and checked your physical connections? Also, what device are you seeing these drops in connection? 

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2 months ago

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mem2424

New Poster

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5 Messages

24 days ago

Ever since the long electrical outage on March 29, 2025, I have been having disconnect from internet errors???  This is often and very annoying!  The only remedy is shutting down my laptop and restarting it.  When will this be resolved? [Edited: "Personal Information"]         Middleton, MA 01949

Mary [Edited: "Personal Information"]

(edited)

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XfinityKei

Official Employee

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1.4K Messages

@mem2424 I’m sorry to hear you're having ongoing connection issues since the electrical issue. Our team is here to help resolve your connection concerns. Have you performed any troubleshooting steps such as resetting your modem. Do you have additional devices connected such as a router, splitter or extenders?

Is your modem plugged into a power strip?

 

 
 

 

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

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user_vetqly

1 Message

I have the same issue in Colorado, they sent an employee out, it didn't help, this is getting worse, I've had their service for over 15 years, this happens every few years, they always blame it on me, I've literally never changed anything in my house, it's continuing to get worse, soon we will have other broad band options, I'm looking at StarLink, even getting help from customer service takes over an hour each time, miserable customer experince 

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10 days ago

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XfinityAirelle

Official Employee

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2.5K Messages

 

user_vetqly

Hey there—thank you for taking the time to share this, and I’m really sorry you’ve been dealing with this for so long. I can hear the frustration in your message, and honestly? It’s completely valid. When you’ve been a loyal customer for 15+ years and have already had a tech out with no improvement, it’s incredibly discouraging to still be stuck with the same issues—especially when you're not making any changes on your end and just trying to get consistent service.

 

Intermittent connection problems are the absolute worst because they come and go, and that makes them tougher to pin down—but that doesn’t mean they should keep happening or that it’s on you. You deserve to feel supported and heard, not bounced around or blamed. Our team would love to help dive into this issue. 

 

Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

 

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.
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8 days ago

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