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user_9kvvm0
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Thursday, November 6th, 2025 8:46 PM

Microsoft Teams calls Temporally disconnect only on Xfinity network

I'm experiencing ongoing issues with my internet connection during Microsoft Teams calls. Whenever I am on Microsoft Teams, I'll be on the call and suddenly get the message "hold on, we're trying to reconnect you" it only lasts a few seconds but enough to miss people speaking.

It happens both on and off VPN. The issue does not occur when I hotspot or connect and use Microsoft Teams on another provider's network. I've followed the troubleshooting steps multiple times, including restarting the modem and laptop. How can I resolve this issue?

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22 days ago

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XfinityVictor

Official Employee

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2K Messages

4 months ago

 

user_9kvvm0 Hello, are you still having service issues while using Microsoft Teams?

 

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user_9kvvm0

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@XfinityVictor Hello, Yes I am still having the same service issues while using Microsoft Teams. Do you have any suggestions for troubleshooting?

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1 month ago

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XfinityThomasD

Official Employee

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1.7K Messages

 

user_9kvvm0 I'd first see if we can isolate the issue to help remove possibilities. Are you experiencing any other connection or speed issues with this or other devices as well? I'd also check if you have similar issues using the Teams web version to see if there is any difference, as the app may just need to clear the stored cache in the program. If using Windows, you can also check Task Manager while using Teams to see if anything else is running in the background that has a high memory usage that could be causing trouble as well.
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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1 month ago

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user_dn540e

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3 Messages

24 days ago

I’m having the same issue with Xfinity and Teams. Teams in the only program that has issues on my new Xfinity internet. I didn’t have problems on ATT nor Verizon. This is the same laptop. It’s on my work computer so I don’t have admin rights to clear my Teams cache as one of the many solutions (I tried all the others). Teams freezes and drops every call and I have 1000 mbps speed and it’s running above that according to the diagnostics. What causes Teams to not work with Xfinity and Xfitnity only? Zoom is fine for me and my husband’s work laptop. But I have to use Teams for work calls. This is ridiculous that in 2026 a major WiFi provider doesn’t work with a major video call provider. I’m seeing thousands of people with similar issues in this forum. What’s going on??

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XfinityJohnG

Official Employee

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2.5K Messages

Thank you for reaching out here. I am sorry to hear about that issue. I will be happy to look into that from here. Are you connecting with a VPN on that service?

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_dn540e

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No I am not on a VPN. 

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22 days ago

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XfinityJohnG

Official Employee

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2.5K Messages

Thank you very much for that confirmation. Can you send me a direct message with the full name and complete address for your service? I will be happy to troubleshoot that issue further from here. 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   Click the "New message" (pencil and paper) icon

   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

   - An "Xfinity Support" graphic replaces the "To:" line.

   Type your message in the text area near the bottom of the window

   Press Enter to send it

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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