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user_vtuv6l
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2 Messages

Monday, October 21st, 2024 10:19 PM

WiFi Dropouts

For years, I've had no problem with internet access or home WiFi.  Last week, the WiFi started to drop out randomly.  It would work fine (no issues at all) for a few hours, then turn off for 20 minutes and then come back as if nothing happened.  This is happening daily.  No equipment changes have been made and no devices have been moved.  Even my phone will show "no WiFi" in the same room when the dropout happens.  Hardwired access is not affected at all during this WiFi dropout time.

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28 days ago

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XfinityMarcus

Official Employee

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998 Messages

1 month ago

user_vtuv6l I appreciate you using the Xfinity Community Forums to reach out. I know how important internet service is especially for all of your household devices that rely upon the wireless connection to function. We would be happy to look into the root cause of this issue with you. What troubleshooting steps have you already attempted using the Xfinity Support site?

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user_vtuv6l

2 Messages

The Xfinity Support AI was apparently not working.  When I got to the point of leading it to the fact that it was a WiFi issue, it asked what the specific problem was.  I typed "WiFi dropout" and it just asked what the specific problem was again.  Any response I gave "dead Wifi", "wireless not working", "Wifi down", etc., just made it loop repeatedly re-asking over & over what the specific problem was.  The app is not ready for prime time yet, I guess.

I eventually waited on hold on the phone for 45 minutes to get to a point where I could request a technician.  When they came out, they didn't diagnose, just replaced the cable modem.  The issue is resolved, so it must have been the HW.  Interesting that it was intermittent, not simply dead.

(edited)

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29 days ago

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XfinityRoberto

Official Employee

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1.5K Messages

Hi there @user_vtuv6l! I am happy to hear that the technician was able to fix the issue by just replacing the modem. Is there anything we can assist you with today?

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28 days ago

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