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user_86cf0d
1st Topic

Visitor

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2 Messages

Monday, May 16th, 2022 4:55 AM

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My internet keeps shutting off

For the past two weeks now, our internet just shuts off randomly. I pay my bill on time so I know that’s not a reason. I’ve only had this router for less than two years. What can be happening? 

Question

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Updated 

3 years ago

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XfinityAngie

Official Employee

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1.8K Messages

3 years ago

@user_86cf0d, Thank you for reaching out with your question concerning your intermittent internet issue. What troubleshooting steps have you taken so far? A lot of times it is an easy fix by using the Xfinity My Account app to restart your modem. Give it a try and let me know how things go. We want to make sure you are getting the best service! 

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user_86cf0d

Visitor

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2 Messages

@XfinityAngie​ I did as you told me, once again my modem turned off. There is no outages around me, it keeps saying there is nothing wrong with my device. And now when I check the app it says they can’t process my payment when I have paid it and it says there is credit. 

3 years ago

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XfinityMarcos

Official Employee

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2.3K Messages

@user_86cf0d, Darn, I'm sorry you're still going through these awful disconnects. I can only imagine how you're feeling having to worry if your connection will drop at any moment. I'm still in your corner, so let's work together to get this finally fixed. I'll also help with your app error message, payment, and credit concern. To make sure we're on the same page, I have a few clarifying questions. Are you using a standalone/personal router along with your modem? Also, are you able to log into the Xfinity website and confirm if you're seeing that same error message? 

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

3 years ago

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user_a4baec

Visitor

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1 Message

3 years ago

my xfinity tower that came with the internet package keeps turning off.  I even unplug it and plug it back in and many times the lights won't come on.  I keep unplugging and plugging in until the tower's lights come on.  then I sit and wait for the internet to connect until it randomly power's off again.  this happens multiple times a day.  Is my tower or power cord the issue?  

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EG

Expert

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110K Messages

3 years ago

@user_a4baec 

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 an old thread can delay getting help.

(edited)

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user_6bf785

Visitor

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1 Message

3 years ago

For last two weeks mine has done same. It shuts down about 9 pm and doesn't come back on until 8am. One tech came out and said he cant find an issue. That night it sid it again. I called customer service and they scheduled another tech to come out but thet didn't show up. Im paying for 24hr service not 12 whats up.

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EG

Expert

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110K Messages

3 years ago

@user_6bf785 

Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. 4-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 an old thread can delay getting help.

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