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user_fmlce3
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2 Messages

Monday, April 21st, 2025 1:34 AM

Xfinity Internet keeps dropping and reconnecting several times a day

For couple months, internet service (800 plan with MG8702 modum/router) keeps dropping out.  it stays disconnected for several minutes, sometimes up to 30; then reconnects.  I've troubleshot with Motorola who says it's an xfinity problem.  Spent several hours with xfinity in chat and on the phone support and have tried all troubleshooting options, changed out cables and splitter; but nothing fixes the problem.  xFinity default is to say a technician needs dispatching, but i live in a highrise condo building and have no control over wiring coming into my apartment. Looking at the forums this seems to happen to many people, has anyone come up with a valid fix?

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19 days ago

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XfinityMartyR

Official Employee

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2.1K Messages

28 days ago

 

user_fmlce3 Thanks for reaching out! Have you had a chance to review this post to help with your connection concerns? How to Troubleshoot Your Xfinity Internet and WiFi connection

 

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user_fmlce3

Visitor

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2 Messages

Yes, as mentioned in the post, I've been through all the troubleshooting with the assistant via the app, and on the phone an xfinity employee multiple times.  Nothing has been resolved.  I rely on this internet for work, so must find a solution.  Is there any other options to troubleshoot? There have been several posts regarding this, but none have resolution that I have seen.  Please assist.  

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23 days ago

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XfinityAldrik

Official Employee

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2.2K Messages

Thank you for getting back to us @user_fmlce3! I also rely on my internet for work and completely understand how impactful intermittent connections can be. Since the modem’s manufacturer has confirmed the device itself isn’t having issues and both our chat and phone representatives have exhausted all remote troubleshooting, the next step is to schedule a technician. The technician is necessary to inspect the internal and external wiring.

 

Could you please send our team a direct message with your full name and full address? We can certainly assist with scheduling a technician. 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.
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21 days ago

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user_50udqe

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1 Message

21 days ago

I am having the same problem. I don’t have many devices connected, so that isn’t why it keeps dropping the signal. I went to troubleshoot and was told I am only getting 12% of my service. I go to chat, but I am told that all troubleshooting is exhausted and I have to schedule a technician to do a professional installation. That would be great, but why am I getting charged for it? I can’t afford it! I’ve never had a problem setting up my WiFi until now—I didn’t do anything different this time!

I have had so many problems with Xfinity in just the last month that I am thinking about cancelling my service and going elsewhere for my internet—this is ridiculous!

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XfinityAmandaB

Official Employee

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2.2K Messages

 

user_50udqe I am sorry to hear you have been having issues with your connection. An install appointment would be if a new device was activated recently. We do provide a heads-up on this when you do the terms and conditions for any self-setup. I could not say why you are running into connection issues specifically. I have seen locations that have not been in use for some time, their lines or connections that have been damaged since service was last set up there. If this is just a new device, more than likely, there was an issue beforehand, and the equipment change made it more obvious. If the new equipment made the issue worse, then a tech would be the best bet to make sure you get the speed you should.

 

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 days ago

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