Same issue. VPN disconnects from WiFi on work computer

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:
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- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
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Type your message in the text area near the bottom of the window
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@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

I finally gave up and changed ISPs three weeks ago. Haven't had an issue with my work laptop since!

@stephen_r​ I ended up getting a new router xb8 from Xfinity and it's working with my work vpn.

I got the new XB8 and I am still having this same issue I had with the XB7.    Thinking about buying my own modem/router.  

@user_vqcuva​ I’ve had the xb8 for a couple months without issue. Just in the last week or so. Comcast is sending a technician but I’m fairly skeptical that any boots on the ground will help 

@user_ikbn06​ right, it’s obviously an issue with Xfinity. Unsure how they can rollout some sort of update without testing with various VPNs. I’m using a range extender without issue so it’s obvious some issue with the hardware 

I upgraded to an XB8 and have zero issues now.  If you recently switched to a XB7, Id bet that’s your issue…. The one week that I had an XB7 after upgrading out of necessity (no issues with my XB3, but upgraded  internet speeds and the XB3 couldn’t support) was a pure nightmare!  Finally after hours on the phone and being charged a service fee for a visit which achieved absolutely nothing, technician literally did nothing (fought the charge and finally got a credit - thankfully) I demanded an XB8 from the Xfinity store and that resolved all my issues.  Same scenario for at least two other people I work with.

something with the XB7 and the security settings on my works VPN conflicted and I would drop handful of times an hour.  

good luck.

In my specific case, the XB8 was the fix.

If you have an XB8, try the XB7.  If that doesn’t work you could lower speeds if needed and try an older XB3.  If that doesn’t work or you need high speeds, you may have to go nuclear option and change providers.

thankfully for me and several other coworkers, the XB8 was the fix.

food luck!!

@ginamayyyy​ switch to bridge mode and use a router.  Helped significantly.

Thank you for bringing this to our attention @ginamayyyy! We hope you have a speedy recovery! For troubleshooting purposes, have you noticed if other devices not using a VPN lose their internet connection at the same time?

@user_dqhmun​  i have learned that if you buy and use a wifi extender. It solve the issue.  I connect to it when using my work VPN,  it does not disconnect.  Been using it for 2 days now with no issues. Hope it continues... 

I work about 15 ft from our router. I wouldn't think I should need an extender, but it may be worth a try because the issue is SO disruptive!

In case this helps anyone else -- We have Xfinity XB8 which has options of 2.4, 5.0 and 6. We split the frequencies through our Xfinity app. If I run on 2.4 with my HP laptop I don't have the issue. If I am on 5.0 I have the issue. We had Xfinity come out to check everything and there are no issues. The tech said it is most likely the wifi adapter in my laptop. I have a ticket in to my IT department to see if it can be replaced. If not the Xfinity tech said I could buy a USB wifi adapter that should help. Until then I am on 2.4 which is a bit slow but better than my VPN constantly disconnecting and reconnecting. My husband has a newer Dell laptop and doesn't have any issues connected to 5.0.

@user_dqhmun​ I've split my bands and for some reason not only do I still have the problem with my VPN now I have a new issue where the max download speed for any of the bands is 180mbps even though I pay for 1.2gb down. Does splitting your bands hinder your speeds or is my modem just messed up?

@sophiaeuphia​ I got tired of calling their useless tech support and took my xb7 up to a store to cancel service altogether. They offered to upgrade me y th o XB8 free and I decided to give it one last try. They should have done this 4 months ago when I started my complaint. Go do that today. Mine stays on all day now. (AuthPoint)

Hello @sophiaeuphia, thank you for taking the time to reach out on social media.  I understand your concern with the connection, and I'd like the opportunity to check into that for you.

To access your account, will you please send us a direct message with your full name and complete service address.

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

Try putting the Xfinity router into Bridging mode.  Then use any router to connect to the Xfinity router.  This topology has so far been working for me and I was going crazy with the whole VPN drop out issue.

P.S. When you do this you probably will not be able to use the switch ports on the Xfinity router so you will need to have only a single point connection to the Xfinity router and thus the internet.

Here is my update.  Since I put the Xfinity router into bridge mode my VPN is solid.  By putting the Xfinity router into bridge mode it just turns it into a cable router only so you will need to provide your own wife/router for your workspace/home.