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

Same issue to me. This has been happening to me for over a year and is getting worse and worse. I am using an ethernet cord from modem to desktop as well but it's not working. Very frustrating. VPN disconnected every 5 minutes or so. I don't have any issue connecting vpn to wi-fi in all other locations except at home, but Xfinity said it's not their problem. Obviously it's some kind of setting issue blocking vpn. Xfinity has monopoly in my area that's why they don't care if vpn is working or not. My co-worker need to go in to an Xfinity store to get the most updated router to make it work with Xfinity Wi-Fi.

@user_vqcuva Thank you for taking the time to reach out to us here on our Xfinity Forums. Just to clarify, are all of your other devices staying connected with no issues? This is just when you connect to a VPN? Is it a VPN you use for work?

I am having the same issue too. I have tried my laptop at my mother's and brother's home and have no problem staying connected to the Cisco VPN. They both also have Xfinity. When I am at my home, my Cisco VPN disconnects and reconnects every 3 to 5 minutes and takes 10 to 20 seconds to reconnect. This has been going on for approximately 2 weeks. There has to be something related to my Xfinity XB8-T router/modem that is causing the incompatibility issue. I have had the same router for over a year without any issues until now.

@user_0vhb7n  Thanks for adding to the thread. We appreciate it, and are happy you thought of us to assist. We have the best tools, like the Xfinity Assistant. It is the best resource to manage the account and service online when we are not available. Here is a link that I found for you to make it easy to use https://www.xfinity.com/xfinityassistant/. For this, you want to troubleshoot the VPN and follow the guide here https://www.xfinity.com/support/articles/using-a-vpn-connection. If the internet is working well without the VPN, it is beyond our line of support, but that guide will ensure nothing else is interfering when using our flagship modem such as the Advanced Security. The XB8 is the best gateway there is, with the latest state of the art features. You can also count on it to keep you connected safely :). 

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? 

Your answer basically told me I should use my old Motorola modem instead of Xifiniti Giga router/modem that costs me extra each month. A joke to Xfinity.

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. 

Hi there - you ended up needing to buy your own modem? How much was that? Did you bring your old Xfinity modem back to Xfinity? I am having the same exact issue with my VPN disconnecting/reconnecting every 3-4 minutes. I get dropped from work meetings and it's definitely affecting my employment. I am so eager to get this problem fixed because the only way I am currently able to work is to use my mobile hotspot which is eating up all of my data. Beyond frustrating. 

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? 

@user_ikbn06​ what ISP did you end up going to - I'm in NH and wondering if I will need to do the same. I can no longer connect my VPN via my home internet and can only use my mobile hotspot which eats up all of my data. So frustrating.