2 Messages
WiFi not stable - cuts out randomly
about 2 months ago, my wifi suddenly started cutting out at random times throughout the day. I have had to use the app to troubleshoot as well as speak to agents with no successful resolution. Tech installed a new modem / gateway and it still happens. It’s impossible to work from home given this situation. How does this get fixed??? I have had xfinity WiFi for over 10 years without having this type of problem. There must be some sort of new interference. I can’t keep this service if this is the new normal.
XfinityPaula
Official Employee
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1.1K Messages
2 months ago
Hello @user_cbw0n3 Thank you so much for reaching out to us on our Xfinity Forums and for being a Xfinity customer for over 10 years! I wish we were meeting for better reasons today. I know how difficult an intermittent internet connection can make life, especially when needed for work!
The best news, we will help! It may take a few technicians, but trust me we will help figure this out and make sure that we have the right team make the needed corrections.
The one thing I like to look for when experiencing any issues in my home is to see if the impact is to all my devices or specific to my wireless vs. hardwired devices. There have been times that the issue was with a device and checking my other devices at the same time was the easiest way to help figure that out. I feel like dealing with this for two months we may be past some of those basic checks, but if you can share those specifics with me, so I can open the right path to resolve the ongoing trouble will be most helpful! With a new modem being installed already, I wonder if there may be an issue with damage to any wiring in or to your home. Do you have any splitters that divide the coaxial cable to other devices, like cable boxes, in your home?
Let's dig into it! Please send us a direct message with your name and service address. From there we will complete verification as needed and work through having the Xfinity internet connection back to where it needs to be!
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
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
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Press Enter to send it
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EG
Expert
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106.9K Messages
21 days ago
@jfc11752
Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. Thread is now being closed.
For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on someone else's older thread can delay getting help.
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