Xfinity Internet Drops 20-30 times a day and slow internet speeds

Hello,

My XFINITY internet drops out 20-30 times a day, sometimes for a few seconds and other times for up to 10 minutes. My internet speeds when tested on the XFINITY app is also showing I have between 20% and 70% of my advertised internet plan. I have contacted XFINITY support multiple times and performed all troubleshooting steps. XFINITY support also sent out 2 techs to my house which replaced a few connections and my modem and I am still having this problem. My direct neighbors have told me they are having similar issues.

I am beyond frustrated and I really don't want to cancel my XFINITY service as I have been a customer for a long time but these issues are making me reach my breaking point. I am unable to fully utilize my service as I am afraid my connection will drop out at any moment. I have so far been unable to reach anyone at XFINITY that has been able to help resolve this issue. I am using the XFINITY provided modem/router which has been replaced recently and these issues have began about a month ago while the service at this address had been fine for more than 2 years prior to this point.

Any and all help is appreciated.

Thank You.

Responses

XfinityThomasC

Official Employee

•

2K Messages

6 months ago

Hello, @Zenith_93 Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

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

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

1

0

Z

Zenith_93

3 Messages

@XfinityThomasC

Thank you, I sent a direct message with the details requested.

6 months ago

0

EG

Expert

•

107.1K Messages

6 months ago

@Zenith_93 @XfinityThomasC

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

0

U

user_22ig3j

3 Messages

6 months ago

Same here and I am reaching my limit as to how long I will continue to be an Xfinity customer.

1

0

XfinityMarcos

Official Employee

•

1.9K Messages

Hello user_22ig3j, I don't blame you for being near your limit, our connections these days are so important and I'd be feeling the same. I'd love to work with you more and help get your connection issues figured out. Are you having the same intermittent connection issues this post mentioned? If so, are you experiencing those drops on all devices or just one device in particular?

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

6 months ago

0

user_dt21a3

New Poster

•

2 Messages

1 month ago

Any resolution on this issue?? We're having the same issues...video conferencing seems fine "pre 8am" and goes to [Edited: "Language"] for the rest of the day. Extremely frustrating.

(edited)

2

0

Z

Zenith_93

3 Messages

I had 4 different techs come out replacing everything including the lines from the pole and all the way to the modem with no resolution. The issue is that the techs would always come at a time when the drop outs were not happening. The issue finally got resolved after a tech came out at the latest time lot in the day and saw that the issue was on the node side, even then it took 3 weeks for Xfinity to send a crew to fix the node issue. Thankfully I have not had the issue since but the frustration with getting to a resolution was beyond acceptable.

Also the Xfinity customer support in the forum said some nice words and scheduled a tech visit for me, but the tech never came. Your best bet is to keep calling the customer support number and be persistent in speaking to a human.

1 month ago

0

XfinityRaul

Official Employee

•

1.6K Messages

@user_dt21a3 I'm sorry to hear you're also experiencing intermittent internet issues. I would be more than happy to review your account to see what we can do to fix this problem. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.

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

29 days ago

0

EG

Expert

•

107.1K Messages

29 days ago

Now closing this 5-month-old thread.

0

Your Home Network

Zenith_93

Xfinity Internet Drops 20-30 times a day and slow internet speeds

Was this helpful?

XfinityThomasC

Zenith_93

EG

user_22ig3j

XfinityMarcos

user_dt21a3

Zenith_93

XfinityRaul

EG

New to the Community?