Same issue. VPN disconnects from WiFi on work computer

This issue keeps happening to me. I have tried an ethernet cord from modem to desktop but that is not working either. Extremely inconvenient. MY IT department said to ask Xfinity if there is a modem that comes into my building and than splits into the units. Is there a master controller reboot a potential solution???? There's a hiccup in my service

Hello @Jimmyjg15! I apologize that you have been experiencing issues with your internet connection when using a VPN. While these steps may seem basic, have you tried disconnecting the coaxial cable from your modem and unplugging the power cord from its power source for about 1 minute and then reconnecting everything, and trying to connect to your VPN after that to see if you still experience the issue? 

Hi, Yes I have unplugged the coaxial cable and unplugged the power several times and left them unplugged for over a minute but that doesn’t fix the issue. Is there anything that Comcast can check on their end ? Maybe logs?

My companies I.T told me this is called IPsec packet loss and it’s only an issue when using the vpn which I need to connect to for work.

When I’m not working and using the internet normally (without vpn) everything works perfectly fine, I have good speeds and no disconnects.

I can certainly look into this further, @Jimmyjg15! Please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct message. If you're signed in to your forums profile and because you have already posted to the public page, you should have the option to do so.

Having the same issue.  I may need to switch now to Verizon.  I honestly can’t work from home.  I need to use VPN for everything and drop every few seconds. 

Is your VPN connected to a certain server provided to you by your employer, and, is there another you can toggle to see if it helps, user_ffiogc?

@user_1eqhfm Thank you for reaching out via our Xfinity Community Forums. I work from home too, so I understand that I need a strong connection while working and using a VPN, and would be happy to troubleshoot with you. How long have you been having this issue? 

Hey there Greyson_og0dv5 are you still having issues at this time? Are team is happy to lend a hand and see what is going on. 

I am also having this issue. Could I possibly get some assistance?

To update the group, after others in my company working from home also using Xfinity reported the same issue, our org's IT team did comprehensive research and informed us the issue is with Xfinity and we would need to change ISPs to continue working from home. Just wanted to share as this was affecting the work of several members of our team!

Hi @user_ikbn06, 

I appreciate you giving us updates on your experience. I haven't seen any known issues with VPN access being reported nationwide. That said, I see many here have been affected. Do you know what troubleshooting they did on their end to come to this decision? Have we created a ticket for you since you first reported this?

@XfinityThomasD​ Thank you for reaching out. It appears I resolved my own issues. For others following this thread… 

CHECK TO SEE IF YOUR MODEM CAN HANDLE THE RECENT XFINITY UPGRADES & IF NOT GET A NEW ONE (i.e., if they increase their speed, etc your modem may still work but the drops and disconnects may be due to the fact that your modem can’t handle the capacity).

HISTORY

My personal devices had no issues except my MacBook with connectivity and my work laptop was awful when I tried to make conference calls; constantly dropping. Constant internet disconnecting. 

XFINITY was in our neighborhood for a week prior to my issues doing upgrades, we were told.

ACTIONS TAKEN

• I looked on my Xfinity “devices” page and I noticed that my account showed the following: 

ARRIS T25

Cable Modem with Voice

Incompatible based on filters <- this is what concerned me 

• did a plethora of troubleshooting & nothingggg fixed the issue

• Was issued a brand new laptop from my job and was still a problem 

Well, we do not pay for XFINITY’s awful modem any longer. It caused us issues for years and we were told it wasn’t strong enough for our house to support all the devices so we should get our own modem and google mesh system and BOOM… it’s been amazing. 

Fast forward to over a month ago when they began doing whatever upgrades, our existing modem was compatible buttttt the note above said it’s now incompatible based on filters. 

RESOLUTION

I went to Best Buy and got the Arris G36 model which is another recommendation for XFINITY users because it’s able to handle faster upload and download speeds and BOOM again… no issues. No dropping of calls. No dropping of internet. We saw a decrease in our account because it’s $300 :-| but it’s working perfectly.

So my understanding is that when XFINITY is doing upgrades and increasing their speed, etc we need to move with it and ensure our devices are fast enough to handle it or we will exhibit the same issues with dropping, etc. 

Check your modem… because what was once compatible, may not be any longer. 

Hello Yagami_L, dropped connections are never fun to deal with, but I can help with any issues you're having. Are you only experiencing a dropped connection when connected via VPN? If so, are you able to test your home network without being connected to your VPN? 

Thank you for reaching out to us @user_5q6y1f, are you able to connect your work computer directly to the modem using an ethernet cable to confirm if this happens on hardwired connections too?

I've been having the same issue and it's very frustrating.  It's even impacting my online meetings.  Xfinity needs to figure this out.  You're going to lose a lot of business.

@XfinityAldrik​ no I don’t have an Ethernet cable. I called Xfinity and they sent me a new Modem. Today was day 2 of the new modem and I have not noticed my work VPN disconnecting. I am hoping it stays that way. 

thank you for replying. 

Thank you for getting back to us on this @user_5q6y1f! I’m glad to hear the VPN has stopped disconnecting after setting up a new modem!

@user_5q6y1f​  What modem did they send you?  I went from an old black tower type XFI wireless gateway to a white box XB7 and went from having no issues with the old modem, to issues every  couple of minutes.  Xfinity better get a permanent fix without people needing their own equipment or they are going to lose a lot of customers.  Similar to what others are saying, the only folks in my organization that have issues are the Xfinity users.  Super frustrating and very disappointing.

Xfinity - We pay you tons of money every month for this critical service...  Please get a fix that works!

My work sent me a new laptop and that didn’t solve any so I called Xfinity and requested a new Modem at my work’s request. Xfinity sent me a new one with no hassle and so far (day 2 of new modem) I have not disconnected from the VPN. I suggest calling Xfinity and see if they can send you a new Modem too. 

@user_szjk7d​ My work sent me a new laptop and that didn’t solve any so I called Xfinity and requested a new Modem at my work’s request. Xfinity sent me a new one with no hassle and so far (day 2 of new modem) I have not disconnected from the VPN. I suggest calling Xfinity and see if they can send you a new Modem too. 

@user_5q6y1f​  What modem did they send you?

@user_yqtbs6 I always use a VPN as well! Seems like a necessity when working from home nowadays. When VPN connects, Internet is disconnected – this is one of the top concerns among users of VPNs. If you lose Internet connection after connecting to VPN or while using your VPN you may need to change the server you are connecting with. I used to have connections issues all the time until I changed the settings within my VPN. Have you spoken with your IT department about you losing connection with the current server you are connecting to while using your VPN? 

@user_p9zop6

I want to make sure we are respecting your time and not repeat the steps you have taken previously. What additional troubleshooting steps have you taken? 

I also wanted to make sure you are aware that any time you need to troubleshoot our Xfinity app can assist you step by step. It is not just to pay your bill or to get notifications about interruptions. To learn how to troubleshoot in the future you can follow the link: https://www.xfinity.com/support/articles/using-xfinity-app. Honestly, it is the best app to date that we offer and super easy to use for all of your account needs!

Have you tried connecting your work computer directly to your modem rather than connecting over Wi-Fi, user_34fw5l?

Hi everyone, after going through all the troubleshooting steps with the Xfinity help team by phone, Xfinity online chat, and my company's IT dept, they were not able to help resolve the issue. I had to move to a new ISP. It turns out that was the solution, as I no longer experience the issue! Since I left Xfinity I have not had one issue with the connection dropping! It's too bad, as I actually liked Xfinity service otherwise and the price was better.

I just went from an older black tower modem, one of the models that started with DPC, that predate the XFI modems and had virtually zero issues (probably none) while logging onto my companies VPN  from home over the past 3.5 years - I work fully remote.  I "updated" to the XB7 since they sent me one thinking "this is great, new updated modem"...  We'll, since doing so I've not been able to keep a VPN connection for over 10-15 minutes tops and according to Xfinity Tech Support over the phone, they are saying the issue must be with my work's VPN.  Odd because I never had any issues before switching to the new modem and none of my coworkers who have other ISPs have any issues, yet the other person on my team who has the same service and modem has had these issues for going on 1.5-2 years now and can no longer work remotely because according to Xfinity - everything is perfect from their end.

I'm beyond frustrated.  I have a service tech coming in a couple of days...  I sure hope they have an older modem or can figure it out.  Based on all the issues I'm seeing everyone else have, doesn't sound promising and I sure don't want to buy my own router and have to configure it all myself because Xfinity can't find a viable solution.  Please Xfinity, find a solution so you don't lose any more customers.

I'm fine paying a bit more for internet/cable to stay with Xfinity - I like the service a lot, but this is ridiculous.

Hello @user_jvqyp0, I can only imagine what you've been going through since you rely on your service for work. I'd love to help more with this, but I say you mentioned you had a tech visit scheduled. Was that appointment completed? If so, what did the tech advise? 

Thanks for reaching out, user_yzm46e! Have you had any luck with this at all since this post?

Xfinity just replaced my modem two weeks ago and now I have this problem. This is ridiculous considering the money I'm paying and the apparent amount of customers affected. My previous modem supplied by Xfinity was working great and then during a storm it shut down and wasn't the same since. Xfinity tech came and replaced it with a newer modem and now I'm constantly having VPN disconnects throughout my work day. Ya'll need to figure this out ASAP or I'll be switching to another ISP that can supply me with a modem that is compatible with a Cisco VPN.

Hey there, Fc7341, thanks for reaching out through Xfinity Forums regarding your connection issues. I know how important it is to have a solid connection for work as I rely on my internet too! We would be happy to take a look at your signals on our end to ensure everything is working properly for you! 

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.

@user_yzm46e​ 

I've had this issue, and the only solution was to purchase and connect my own router to the xfinity modem.  Place their modem in bridge mode then connect your own router.  Issue resolved this way.  I've tried reaching out to xfinity many times with no resolution.  This is the quickest and most straight forward way to get back connected.

Regards