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user_3m9prj
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3 Messages

Sunday, July 20th, 2025

Internet outages

Like others on this forum, I have been experiencing outages of anywhere from 5 minutes to an hour or more about once a day (sometimes more) for the past few months, and it is getting worse. It is ONLY the internet. My cable TV works just fine during these outages, which makes it doubly annoying. Your service has been great for years, so I am at a loss as to why this is happening now. I would very much appreciate some help to resolve this. 

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2 days ago

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XfinityThomasB

Official Employee

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2.2K Messages

22 days ago

Hello user_3m9prj. Are you running a personal modem with an outboard wireless router? It seems like there is some hiccups that might be unrelated to the inbound coax line. 

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user_3m9prj

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@XfinityThomasB​ I am not tech-savvy so I'm confused by your answer. Personal modem? Yes, I believe so. It's the one you guys gave me.

Hiccups? What is causing them all of the sudden, and why have they only happened in the last month or two, when you've been delivering great service for years? And what is the solution?

Please clarify and elaborate on your answer, keeping in mind that I am not that tech-savvy. Thank you.

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22 days ago

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XfinityThomasB

Official Employee

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2.2K Messages

Sorry for the user_3m9prj, we offer our customers to purchase an approved modem, or use one of our devices, going out a purchasing a device is what I would mean by personal, but if you have the one we gave you, things should be pretty easy to isolate the issue. 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.

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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22 days ago

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user_c8shul

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6 Messages

22 days ago

I have the exact same problem.  Tech support said my modem was outdated, and they replaced it.  But the outages continue to happen daily

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EG

Expert

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112.5K Messages

22 days ago

@user_c8shul 

Please create a new topic of your own here on this board detailing your issue. Thanks. For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on someone else's older thread can delay getting help.

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user_3m9prj

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3 Messages

2 days ago

I received an email asking me to "accept" the solution offered here. Well, there was no "solution". I was asked to provide my name so Xfinity could look into it, but I have received no update or communication since then. As far as I am concerned, the ball is still in your court, not mine.

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