Visitor

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1 Message

Wednesday, July 23rd, 2025

Poor internet connection

My internet connection has been going in an out for a few weeks now.

My connection will just stop, and then restart within a few minutes. 

This problem happens 20+ times a day. Sometimes it will go a few hours before it cuts out again, other times it will cut out multiple times in a span of 30 minutes.

When I've tried to connect customer service and they troubleshoot my connection they say it looks fine because it isn't disconnected in the moment they try.

I talked to a customer service representative who recommended I update my router. I have do that and the problem remains. She also said she could upgrade our service. There is no point in upgrading my service if the connection is so unreliable. 

I am a new mom trying to take care of a baby and looking for work where I can work from home and my HORRIBLE internet connection is making that impossible.

I do not find it just to pay for a service that has been so incredibly unpredictable.

Please find a way to fix this problem.

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Expert

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112.8K Messages

1 month ago

Official Employee

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122 Messages

1 month ago

Hello @user_1tbloo I completely understand your frustrations with an unreliable connection, but you have reached the correct department to fix your issues. If you can send a direct message we will better be able to assist 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" 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.

Visitor

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2 Messages

@XfinityDuron​ im having an issue for an elderly associate but i cannot find a way to direct message anyone. and the person who needs help cannot post here because that is related to the problem

Official Employee

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440 Messages

@user_rbb940 do you know if you are listed as a manager on their account? 

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

 • 

112.8K Messages

1 month ago

@user_1tbloo 

Have you had a chance to see if any of those troubleshooting tips apply ? Please reply right here in your topic on these public help forums. Thank you.

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