Visitor
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1 Message
Internet randomly dropping
My internets been in my rental home for 3 months now and sporadically is dropping while I’m working from home now. Never had this issue since I moved in and got told on the mobile app the troubleshooting found service issues with the internet too but they said professionals are required to come to check it out. Meanwhile they say they’re gonna charge me for this visit. I don’t understand why since the internet was fine for months and suddenly is doing this. I don’t feel like I should be charged for this random dropping issue visit.
XfinityAirelle
Official Employee
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3.1K Messages
2 hours ago
Hi there, we hear you. If your connection was working fine for months and now it’s randomly dropping, that’s definitely frustrating, especially when you’re working from home.
When the app mentions that a professional is needed, it usually means something needs to be checked more closely, either with the signal coming into the home or the equipment itself. The visit is just to figure out exactly where the issue is coming from so it can be fixed properly.
As far as the charge, that depends on what the technician finds. If the issue is coming from outside the home or from our equipment, there wouldn’t be a charge. If it turns out to be related to inside wiring or customer-owned equipment, that’s when a charge can apply. We know that part can feel unclear upfront, but it’s based on what’s actually causing the problem.
Before going that route, there are a couple things worth trying if you haven’t already. Make sure all cable connections are tight, including at the wall and back of the modem. Try plugging the modem directly into a wall outlet instead of a power strip, and if you’re using your own router, test by connecting directly to the modem to see if the drops still happen.
If the app already detected an issue, having a technician take a look is the best next step to get this fully resolved. We’ll stick with you through it and make sure you’re taken care of. Let us know if you are still having issues after checking the connections, and we will be happy to assist further.
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