2 Messages
router randomly dropping wifi
I have a good connection to the modem/router about 98% of the time, but every so often I will lose connection on all devices. this stops streaming on the Xfinity flex, and more importantly will kick me out of Google meets while I'm working (I work from home). I have reset it a few times with no resolution. what else can I do?
EG
Expert
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110.3K Messages
2 years ago
For 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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CCKrista
Retired Employee
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1.5K Messages
2 years ago
Hello @user_d51461, thank you for taking the time to reach out on social media. I rely on my internet daily and can appreciate you wanting it to work consistently. I'd be happy to run some troubleshooting for you today. Troubleshooting can also be done through the My Account App or online at https://www.xfinity.com/support/internet#troubleshooting.
To access your account, will you please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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EG
Expert
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110.3K Messages
2 years ago
@user_d51461
Did you have a chance to try that test ?
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EG
Expert
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110.3K Messages
2 years ago
You can also contact the team as the employee @XfinityKrista suggested above.
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