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user_u4gtdj
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3 Messages

Thursday, December 26th, 2024 6:18 PM

WiFi instability

Hello, I experienced an extended outage for multiple hours on Wednesday Dec. 11th. Since then the WiFi has been very unstable. For example, I’ve had to stop and reconnect 4 times and I’m only thirty minutes into a 50-minute show this afternoon. I’ve tried resetting the modem and when I check the app for outages, none show up. What are the best next steps toward resolving this issue?

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Updated 

4 months ago

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XfinityOrlandoM

Official Employee

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1.9K Messages

4 months ago

@user_u4gtdj

 

 

Thanks for reaching out to us,  as a customer who works from home I understand the need to have a stable reliable working connection. This link https://www.xfinity.com/support/articles/internet-connectivity-troubleshooting has great information on how you can troubleshoot your service through our awesome Xfinity app. The Xfinity app will run through some remote troubleshooting steps to try and detect and resolve the issue. If the issue is not resolved remotely our awesome Xfinity assistant will connect you with a live agent that can go through some more remote troubleshooting steps or send out a technician if necessary

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user_u4gtdj

3 Messages

Hello, apologies for the delay I was out of town for the holidays. I’m back and the internet is still cutting in and out. When I run the troubleshooting through the app and the internet is down, I get a notice that says the speed test is unavailable. When I run the troubleshooting sequence through the app when the internet is working, it says everything is fine. 

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4 months ago

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XfinityBrianH

Official Employee

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1.3K Messages

 

user_u4gtdj Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

 

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4 months ago

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