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user_1c8c44
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2 Messages

Tuesday, June 17th, 2025 4:55 PM

Quality and reliability of internet is poor

Since April my internet keeps freezing for 5 seconds and dropping during video calls. 

I would like a tech to review my signal strength for internet and equipment. The frozen calls and dropping of internet is getting worse.

I will switch from Xfinity if this does not get addressed by a live human.

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Updated 

1 day ago

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EG

Expert

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111.2K Messages

3 days ago

First. Is this with a WiFi connection ? If so, as a test, does a computer / device that is hardwired directly to the router / gateway device with an ethernet cable have the same problem ?


With this test, we are trying to isolate this down to being either a WiFi-only problem or a problem with the general connection to the Comcast system which would of course affect both. It's a good first step in troubleshooting before proceeding any further. 

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user_1c8c44

Visitor

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2 Messages

@EG​ This is a wifi connection. I am in a  brand new building and the router is built into the front coat closet. My apartment is not big and I am sitting across from the router without interference. I do not have an ethernet cable to test this nor is the router in a place that is convenient to do so. This is XFINITY installed equipment

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3 days ago

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XfinityBenjaminM

Official Employee

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2.2K Messages

 

user_1c8c44 We'll be happy to look into this further. We also see your DM. In the future, please wait to be invited to send a Direct Message as it is against our Forums Guidelines to send an Unsolicited DM to an Official Xfinity Employee. We will respond to your DM shortly. Please remember to follow the process going forward.

 

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 day ago

EG

Expert

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111.2K Messages

1 day ago

@user_1c8c44 @XfinityBenjaminM 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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