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Saturday, November 2nd, 2024 4:33 AM

Video Calls on Wifi drop briefly every 3-8 minutes but works fine with direct ethernet connection

When I'm doing video calls using the wifi connection either through Zoom or Google meet, I get brief disconnects every 3-8 minutes that stall the call for 30 seconds before it reconnects again.  These disconnects do not occur at all when I use a ethernet cable to connect directly from the router to my computer.  The gateway is situated about 20 feet from where my computer is and the signal is always strong.  I just keep getting these brief disconnects every few minutes that make it impossible to use the wifi for work video calls.

Do you guys know a way to fix this or a way to get in touch with a technician to resolve this issue?  I've tried using the online virtual assistant which is completely useless and tried calling 1-800-xfinity to talk to someone but it just keeps pointing me to use the useless virtual assistant online. When I say I don't want to use the assistant it just hangs up on me. So I'm here out of desperation to see if I can get in contact with an actual human to help me solve this issue.  Thank you.

Official Employee

 • 

1.7K Messages

19 days ago

Good evening @user_6t6o4a, and thank you for reaching out on our Community Forums, we appreciate it. I hope you are having a wonderful weekend otherwise and assure you that you've reached the right team to help. 😀 Thank you for letting us know that you are experiencing brief disconnects when using WiFi for your work video calls. As someone who works from home, I can imagine your frustrations. We can troubleshoot further and if needed, schedule one of our expert technicians to investigate further. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account?

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

  • Click the "Direct Message chat" icon
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

We look forward to working with you further? 

 

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