1 Message
Issues with Video Conferencing
Hi, I have 800Mbps plan from xfinity. The download speeds are always greater then my plan. However, when using any video conferencing platform like webex, teams, chime etc. I experience "poor connection" randomly. The video, shared screen and voice get frozen for a bit and then restore. It happens randomly but frequently enough that I end up taking the calls from my cell phone to avoid disruptions in conversation. This seems like a packet loss, jitter and/or latency issue. I have rebooted my cable modem, provided by Xfinity, multiple times as well as my Google mesh routers but did that does not fix the issue.
I contacted the xfinity support to try and get help but unfortunately if the speeds are OK they cannot do anything. According to them, all video conferencing platforms have the issue but not Xfinity. Instead of trying to help or escalate to someone knowledgable, continue to get the same answer. Request for escalation has also not resulted in a call back.
I would like assistance to get this issue resolved. Appreciate your assistance, otherwise I will have to explore alternate providers as this is not helping me work from home.
XfinityChelseaB
Official Employee
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1.6K Messages
1 year ago
Hello @user_8dahzy, Thanks so much for taking a moment out of your day to leave a post on our community forum. 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 chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.
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andrei_m1
4 Messages
11 months ago
I've been experiencing the same issue for the last three weeks. Support was not able to help. I already replaced the laptop, router, cable from the outlet to the router, and amplifier. I would highly appreciate any help.
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EG
Expert
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110K Messages
11 months ago
Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. 6-month-old dead thread is now being closed.
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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