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user_x5lvhu
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Tuesday, January 21st, 2025 4:59 PM

Video Calls and Streaming Disconnecting Periodically

I am having ongoing issues with video calls and other real-time uses freezing periodically over wifi. The troubleshooter in the app usually shows that everything is OK and speed test shows the correct speed. A technician came out and tested the signal inside and outside the house and found no signal issues. How do I go about reaching a support technician who can look into the issue further?

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13 days ago

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XfinityKassie

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1.5K Messages

13 days ago

@user_x5lvhu Hello there! Thank you for reaching out to our Xfinity Forums Team for assistance with your video calls and streaming. It sounds like you have quite a few things checked to identify the issue. I have a couple of questions to get started. Are you noticing this happens at a particular time of day, or just random? Additionally, about how many devices would you say are connected to your network with the speed tier you are subscribed to? 

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user_x5lvhu

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I haven’t identified a particular time of day when it’s most likely to happen, but it certainly happens a lot during the day. 

There are probably a few dozen devices connected but most of them using very little data (smart clocks, thermostat, etc). I frequently see the issues when nobody else is at home, so the data demands are at their lowest. 

yesterday we exchanged our modem for a newer one at the Xfinity store but are still seeing issues. Additionally, we receive notifications via SMS of outages in our area, probably several times per week. It seems like there are bigger issues going on and there have been for several weeks at least. These were not issues I was having a few months ago with very similar loads on my network. 

Thanks,

Eric

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13 days ago

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XfinityKassie

Official Employee

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1.5K Messages

 

user_x5lvhu Thank you for providing additional details. It looks like we are going to need to take a look on our side. We'll finish up in Direct Message. I look forward to working with you today. 

 

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