1 Message
Unstable Internet (wifi and ethernet)
Internet connection is unstable. The xfinity app and sites run their tests and say it all works but I can't be in an online call, or stream a show, or what have you without repeated internet drops. Sometimes the connection is wholly unusable and I have to write off using wifi for the day. All while xfinity app says my connection is Perfect! Resetting gateway, unplugging router, restarting devices, nothing changes the problem. This is both on my desktop, with an ethernet connection, and in wireless devices. Some devices rarely work when connected (though that could be a device issue).
I'm aware there's been some work and service outages at my location, but this is a problem all hours of the day when no work is being done, and has been a problem since I first moved here and got Xfinity. I was content to pay as much as the bill is because of the need for internet of good speeds, but at this point I could be paying for the cheapest plans and get equivalent speed. Or I could just switch to a new service provider at this rate.
And to add frustration, your support solutions are useless. Xfinity assistant sent the same article links I've read and done, and searching this site gives a USER FORUM instead of an email or phone number.
I'm hoping it's something simple, like I just need a new router. Because I would prefer to have the service I'm paying for then need to figure replacing it.
XfinityJorge
Official Employee
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1.7K Messages
10 months ago
Hello there! Thank you so much for using our Forums to contact our Xfinity Support Team. You came to the right place for help and our team is here to see what is going on with the connection to provide you with peace of mind. Please send us a DM with your full name and service address, so we can start collaboration on a solution. 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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107.4K Messages
10 months ago
@user_nfg05t @XfinityJorge
Please circle back here and post any possible solutions for the issue here in these open 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.
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user_x7v61k
1 Message
7 months ago
I would also be interested in a solution, facing similar issues/difficulties like the first user. Internet became such a vital utility, like water or electricity.
Some of us we require internet for work, it is essential. I have wasted countless hours with customer support, sorry to say one tech is worse than the other (I know that they are following a script, and their options are limited). Not to talk about the application dropping several times.
One of the techs even scheduled a senior expert visit, which I was looking forward to. But this was promptly cancelled the next day, without the issue being resolved.
It is not fair and sad that the company is a monopoly in several local markets, so there is no viable alternative to switch over to.
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EG
Expert
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107.4K Messages
6 months ago
@user_nfg05t @XfinityThomasA
Please circle back here and post any possible solutions for the issue here in these open 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.
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FrostySn0wman
2 Messages
6 months ago
I am also having this issue, very frustrating. I've elected to pay for a faster service and still there are constant freezes in connectivity both on wifi and ethernet. Gaming is out of the question and even simple work-from-home needs are not met. Several times a minute Hulu (for example) will drop to 480p resolution to account for the drop in connection. What the [Edited: "Language"] Xfinity.
(edited)
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KingConan
3 Messages
6 months ago
I’m having this identical problem. All devices having their connection interrupted, even my hardwired Xbox and TV. Speed tests and checks by Xfinity say everything is perfect. I can’t even use Reddit anymore, nothing loads.
Edit: I’ve contacted support 3 times, and now I’ve scheduled an appointment with a technician. It won’t be until July 4th though.
(edited)
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EG
Expert
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107.4K Messages
6 months ago
@KingConan
Please create a new topic of your own here on this board detailing your issue. Thanks. The original posters have not returned. 4-month-old dead thread is now being closed.
For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on someone else's older thread can delay getting help.
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