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user_zfkwsv
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2 Messages

Friday, March 6th, 2026 4:15 PM

VPN and Wifi

Hi! Ive been having issues with my home wifi for the last 6 months since my IT updated our security and now requires me to be on a VPN. I’ll have 3-10+ connection drops throughout the day that all last about a minute or more, which signifigantly impacts my ability to do my job. All of the other devices on the wifi work without issue. Ive done extensive testing with my IT, and they've determined that the issue is the wifi. Looking at other threads on the community, it seems like this has been solved with getting a new router, but these threads are two years old. Are there any new solutions? I am currently exclusively working iff of my phone hotspot, but sometimes the cell service in my area is not great, so I want to explore my options.  Currently on a Xfinity Gateway model XB7 with a 500 mbps plan.

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12 days ago

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XfinityEricB

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2 months ago

 

user_zfkwsv We can try swapping the device if you like, but given only the device using the VPN is having trouble it's likely a settings issue or simply a loss of speed using the VPN. I too use one for my job at home, and it certainly does cause speed issues so I have to hardwire to the gateway to keep a constant connection. We are happy to assist with a device swap if you wish, but not sure it will do much if the issue is only with the device using the VPN. The most support I can provide there is to use a hardwire connection to see if it helps. 

 

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user_zfkwsv

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14 days ago

Hi, i would like to try swapping devices. I have tried a hardline connection for a few days, but the drops still continue to occur. 

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XfinityAlyssaA

Official Employee

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2.6K Messages

Ok, thank you for letting us know @user_zfkwsv that you’d like to try swapping devices. You can exchange your gateway at any time at a local Xfinity Retail Store. To find the nearest location and view store hours, please visit: https://www.xfinity.com/local/store-offers.

 

Alternatively, we can ship a replacement gateway directly to your home. Once it’s set up and working, you can return the old device at your convenience.

Which option works best for you?

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12 days ago

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