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user_z0x0q0
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Tuesday, December 30th, 2025 12:37 PM

Xfinity service issues for a while (Edit)

Every time the temperature goes into the twenties or below my Xfinity Internet freezes and spools/buffers.

I found this thread:

https://forums.xfinity.com/conversations/your-home-network/unstable-connection-on-nights-that-are-close-to-below-freezing/657d9923f961c6163a313083

This is ALL accurate to what's happening. So apparently Xfinity has known about this issue for years but hasn't fixed it.

Aren't monopolies great?

And of course this crashed when I tried to submit, so I had to do it all again.

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15 hours ago

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XfinityThomasC

Official Employee

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3K Messages

20 hours ago

Hello, @user_z0x0q0 that is not a normal behavior of our service. Have you called for troubleshooting or performed any troubleshooting on your own using the Xfinity App? Sounds like there may be an issue to the line that connects your service. 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!

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user_z0x0q0

Visitor

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2 Messages

@XfinityThomasC​ everything I've found says it's a problem outside with the lines/equipment. I've also found that others in cold areas have had the same issue and reported to Xfinity. So please pass this on to the techs. They should know how to fix it.

I will NOT add another app. If it can't be done from the website that's a Xfinity problem, not mine.

No I haven't called. Calling Xfinity is an ABSOLUTE nightmare. The robot system loops the same messages over and over and makes it impossible to get to a human. I rather drive bamboo under my finger nails than call Xfinity.

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15 hours ago

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XfinityOrlandoM

Official Employee

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2.8K Messages

@user_z0x0q0

We do apologize for any inconvenience and would like to look further into this for you.  Could you send us a direct message including your first and last name and complete service address

 

 

Here's the detailed steps to direct message us: 

  • Click "Sign In" if necessary
  • Click the "Direct Message” icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

 

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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15 hours ago

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EG

Expert

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115.1K Messages

17 hours ago

@user_z0x0q0 @XfinityThomasC 

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

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