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jimt601
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Friday, January 16th, 2026 2:07 AM

router has been losing internet conection

My router has been losing internet connection weekly and I have to restart. I’m away from home and it’s happened again. This compromises my security cameras and my thermostat. I want my router remotely restarted and I want new equipment when I get back into town. The automated assistant is useless. It won’t connect me to a person. I should not have to restart my router every week.

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2 hours ago

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EG

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115.4K Messages

3 days ago

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XfinityMatthew

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1 day ago

Hello jimt601, Thanks for leaving a post. Sorry to hear about the connection drops that have been continuing to occur. We can certainly help arrange for a modem swap if we believe that is the issue causing the drops but would want to check a few things first. How long ago did this start, and how often are the drops happening? Have you noticed a pattern of them happening at specific times or are they random?

 

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jimt601

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It usually happens sometime overnight so that I have to reboot in the morning. About a month ago it started happening weekly but now the frequency has increased. I don’t know if a remote ping was sent but it is back online now but it was out for a couple of days. 

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20 hours ago

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XfinityPeterH

Official Employee

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2.5K Messages

 

jimt601 Thank you for these details. Lets pull up your account and see what we can find. Please send us a DM with your full name and address. 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e

 

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.
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20 hours ago

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jimt601

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@XfinityMatthew​ It usually happens sometime overnight so that I have to reboot in the morning. About a month ago it started happening weekly but now the frequency has increased. I don’t know if a remote ping was sent but it is back online now but it was out for a couple of days. 

it just went out again.

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11 hours ago

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XfinityMatthew

Official Employee

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1.3K Messages

 

jimt601 We will want to run some tests and check the modem diagnostics on our end to determine the next steps to fix the issues. Please send us a direct message with your full name and service address to get started on that.
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. 

 

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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11 hours ago

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user_zcjweo

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@XfinityMatthew​   I'm dealing with the same issues and i know other customers that are having problems too.  How can all these customers have the same issues and not get the right answers, the problems fixed and told we need a technician to confirm what we already know.   I've had my IP address exposed on the dark web, no matter what I do online, the connection drops, but the test Internet connection through the app says you have a strong connection,.  I'm still not protected through the gateway although 3 different support people through the app said they were fixing the security and adding more to clear up malware warnings but online chat doesn't have access to any of the information... The online chat needs to be handled by people who are knowledgeable and honest and not just spewing lies and try to sell a customer stuff they don't need nor have use for, that's all the app support does. Tries selling you more stuff saying you need it,  i have been waiting for a new modem i have been charged for, paying for since April with no new modem, problems are worse, and keep getting worse then the day before so by the time techs like yourself actually get a hint of our issues we're ready to do anything if possible to cut ties.  

Katie

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2 hours ago

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EG

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115.4K Messages

17 hours ago

@jimt601 @XfinityPeterH @XfinityMatthew 

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.

(edited)

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user_zcjweo

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3 Messages

2 hours ago

I've been having the same issues, among others.  Chat is useless and, in my experience and confirmed by service tech, basically lie regarding anything to do with fixing roouters or replacing them.  You have to make an appointment on the phone to have a tech come out and test the connection etc from your home and they will replace if necessary.  I have had problems since April of 2025, i got tired of it and filed a complaint with the FCC.  I had screenshots of all my conversations and all the proof needed to show that they are ripping customers off.  If you have a choice, leave this company. 

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