sunfire31's profile

Regular Visitor

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2 Messages

Wednesday, July 16th, 2025

Losing Wi-Fi connection

Many times a day my WiFi connection stops, do I need to update a modem or router? 

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Official Employee

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2.2K Messages

2 months ago

Thank you for making us aware of your connectivity issues via Forums, @sunfire31. I would be more than happy to help find a solution to this problem you're experiencing. So that we don't go over something you've already done, can you please share with me what troubleshooting steps have you completed on your own? Have you by any chance used the Xfinity app to reset the modem? How about a power cycle, have you tried that?

Visitor

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1 Message

Tried everything… keeps dropping WiFi connection 

Expert

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112.9K Messages

@user_tf89x9 

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.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

Official Employee

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431 Messages

Hello @user_tf89x9, are you using your personal router or are you using our gateway modem? 

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

Expert

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112.9K Messages

2 months ago

@sunfire31 

As a test, does a computer / device that is hardwired directly to the router / gateway device with an ethernet cable have the same problem ?

(edited)

Expert

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112.9K Messages

24 days ago

@sunfire31 

Have you had a chance to try that test ? 

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