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user_q9jo8j
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Friday, May 10th, 2024 11:13 PM

Microsoft 365 + other apps

I have an XB3 gateway and I am continuously experiencing glitches when I try to use sharepoint, office web app, etc. Basically any Microsoft365 products. The issue seems to be related to the DNS. I can click a link to open an Excel document from Teams, for instance, and it fails 70% of the time. If I retry enough times it eventually works. Sites will fail to load the first, second or third time in the browser. This seems to be mostly Microsoft related (including LinkedIn). 

I do not have this problem using the same PC on other networks. (I travel frequently, and it works perfectly fine on Spectrum, hotel wifi, airport wifi, etc.) The issue only occurs on Xfinity. I am located in Miami. I have disabled advanced security. Using Windows 10 PC. Same issue on Chrome, Edge, Mozilla. 

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28 days ago

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XfinityJanelle

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1.2K Messages

6 months ago

Hi @user_q9jo8j Thank you for reaching out on the Xfinity Community Forums. I am happy to look into this for you. Do you see issues with anything else other than the Microsoft 365 products? Have you power cycled the modem and the computer to regain a fresh connection? Does it happen all the time or certain times of day?

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user_q9jo8j

3 Messages

I notice the same thing on other sites occasionally as well. I work remotely and use Microsoft products extensively (Teams, Outlook, Sharepoint, Onedrive) and this is a constant problem that has been occurring for many months. All times of day. I've restarted all equipment multiple times. I have done flush / renew DNS on PC multiple times. I've turned off advanced security on the router. I experience the same issue on both Windows PC as well as Chrome OS and Android. 

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6 months ago

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XfinityBenjaminM

Official Employee

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1.5K Messages

 

user_q9jo8j Hmm, it's unlikely that your internet connection would have a conflict against the programs you mentioned but have you tried to factory reset your modem? Keep in mind that you will need to enter in your WiFi Network Name and Password on all of your devices if you do that. Otherwise, you may want to consider swapping your modem out for a new one at your nearest Xfinity Store.

 

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6 months ago

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user_q9jo8j

3 Messages

I performed hard reset and this did not help. The same outcomes are happening at the same regularity. The error in Chrome is reported as ERR_FAILED which leads me to believe the issue is tied to DNS. It doesn't appear possible in the gateway to change the DNS. It shows currently configured as DHCPv4; primary = 75.75.75.75; secondary = 75.75.76.76. Will replacing the hardware fix this? 

To reiterate, I do not experience this same issue when I use the same PC on other networks: hotel, airplane, Spectrum, various office networks. It's only occurring on Xfinity. 

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6 months ago

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XfinityJanelle

Official Employee

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1.2K Messages

We would recommend reaching out to Microsoft if you are not seeing any issues with the internet connection on any devices including your PC in question. The internet sounds like it is working correctly based on what you have provided. 

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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6 months ago

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user_k7f8e0

2 Messages

I'm having the same issue and reinstalled Microsoft Teams with no resolve.  This is Xfinity, not Microsoft.   We heard it's due to the upload speed?

(edited)

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28 days ago

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