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user_occg5f
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Tuesday, February 10th, 2026 7:32 PM

WiFi Connection to Desktop Drops Intermittently

After receiving a new Xfinity modem, for some reason the WiFi connection to my desktop PC drops intermittently. I can be working for several hours with no issue, and then all of a sudden the WiFi connection drops. I cannot just reconnect to the network, and I have to reboot the PC in order to connect again. I'll then be good for another couple of hours, but the connection will invariably drop and I'll have to start the whole process of rebooting over again. Never had this issue with my old modem, so I feel that is somehow the problem. Any thoughts?

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7 hours ago

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XfinityDemitrius

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2.4K Messages

7 days ago

Thank you for visiting our official Xfinity Forums Community support page @user_occg5f. We can certainly assist in troubleshooting the Xfinity Internet service. We certainly know how important it is to have a reliable Internet connection from working from home, online schooling, and basic entertainment needs. Let's go ahead and take a look at some things.

I see that you are having issues with the computer specifically. Are you also experiencing issues with other devices within the home such as a cell phone, smart TV, or other electronics? 

When the computer happens to go offline, could you please tell us what the LED status on the Xfinity xFi Gateway is doing? Is it on, solid, or flashing? Our 'What the lights on your Xfinity Gateways mean' support page goes over the LED status and colors. This would be a great help to know the status of the modem while the issue is taking place. 

Do you also have our Xfinity App on your mobile device? Would you also be able to check the status of the Xfinity xFi Gateway within the app to check the status of the modem to see if the device is online? This will be enormously helpful for troubleshooting further. 

We hope to hear from you soon.

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user_occg5f

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3 Messages

All other devices (cell phones, laptops, tablets, tvs) remain connected to the gateway even when the desktop automatically disconnects from it. The gateway LED remains solidly white in color (no flashing) when the desktop disconnects and as mentioned, the only way to reconnect to the gateway is by rebooting the computer. I'm guessing the issue is on the desktop vs gateway side, but this automatic disconnect only started when I installed the new modem/gateway.

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3 days ago

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XfinityJohnG

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2.5K Messages

Thank you very much for that information. Is that desktop using a VPN connection?

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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20 hours ago

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user_occg5f

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I have the option to connect using a VPN, but I have shut that off. I did notice that when I had the VPN turned on, I was disconnecting more often than with it shut off. I always had my VPN turned on with my old gateway/modem and was never disconnected - so I'm curious why this might be happening with the new modem? Is there anything I can do outside of keeping the VPN turned off?

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20 hours ago

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XfinityJeniece

Official Employee

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3.8K Messages

 

Thanks for confirming those details. We would be happy to take a deeper look at your signal levels on our end to help with getting your internet connection concerns resolved. I understand how important it is to have a solid connection. Can you please send us a Direct Message with your full name and your full address?

 

 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "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.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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19 hours ago

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EG

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116.1K Messages

7 hours ago

@user_occg5f @XfinityJeniece 

Please circle back here and post any possible solutions for the issue here in these open public 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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