3 Messages
Internet keeps dropping
Our internet connection keeps dropping and then restarting. I tried the assistant, but it just says to check cables, unplug, restart, etc. I'm not sure restarting the modem actually fixes anything; it just seems to drop and then reconnect. This has been going on for about 3-4 months or more. I even purchased a new router, but that does not help.
Here's an example from October 9: Off @ 1:30 pm & On @1:30 pm. Off @1:34 pm & On at 1:35 pm. Off @ 7:50 pm & On at 7:50 pm. Off at 7:54 pm & On at 7:54 pm. Off @8:17 pm & On at 8:20 pm. Off at 8:20 pm & On at 8:26 pm.
And then today: Off @5:20 am & On @5:02 am. Off @ 5:30 am & On @5:03 am.
We have an alarm system so it's easy to see when it goes off & on.
This means if I'm watching Amazon Prime, it stops and goes back to the TV program. Over and over.
How can I get this fixed?
XfinityBenny
Official Employee
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644 Messages
1 month ago
@user_f4eir9 Hello and good afternoon. Thanks for posting to the community with your experience in detail. We appreciate it, and are happy you thought of us to assist. As well for using the Xfinity Assistant. It is the best resource to manage the account and service online when we are not available. It is my favorite as I can check the service health, and also reboot the wifi for dinner time. That ensures the kids come to eat, and that makes me very happy. Here is a link that I found for you to make it easy to use https://www.xfinity.com/xfinityassistant/. Super convenient to manage stuff, for this type of experience the repair tool is best. Here https://www.xfinity.com/support/articles/schedule-repair-appointment is the link with the steps to follow. It will directly troubleshoot the specific service or devices you are having issues with, and help schedule a tech if it't not resolved remotely. That is the resource to count on in this case.
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user_bjlc7n
2 Messages
1 month ago
Same here. The Xfinity Assistant is useless.
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user_f4eir9
3 Messages
1 month ago
Follow up. Xfinity came out said nothing was wrong and it must be my equipment. Form employees agree the internet keeps dropping and set up a new appointment. However, the Assistant notified me that they checked and nothing was wrong, so they canceled the appointment. I guess I will have to try to troubleshoot myself. I can get their Gateway and then when it does not solve the problem, I'll see if they find a solution. Otherwise, I'm looking for a new provider if anyone has suggestions. :)
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