Zoom/Teams unstable internet connection

Hi everyone,

I’ve been having ongoing issues with my internet connection dropping intermittently, especially during Zoom and Microsoft Teams video calls. I take online classes and occasionally work from home, so this has been really frustrating.

I recently upgraded my internet speed from 1000 Mbps to 2000 Mbps because I thought the lower speed might have been causing the issue, but unfortunately the problem still remains. The connection will randomly become unstable or disconnect during calls. I’ve already done multiple hard resets/reboots of the modem and router, but it never fixes the issue. Every time I contact support, I’m asked to repeat the same troubleshooting steps again, with no real improvement.

Has anyone experienced something similar with Xfinity? Any suggestions on what I should check or ask support to look into?

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XfinityThomasA

Official Employee

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3.7K Messages

2 months ago

Mohammed07 - Hello, and thank you so much for joining us here on the Xfinity Forums! We truly appreciate the opportunity to help and want to make sure you’re able to get the very best experience from your Xfinity Internet.
I understand how important a reliable connection is—especially for things like Zoom or Teams meetings—and I’m happy to help with some troubleshooting steps. If you ever experience a service issue, the Xfinity app is a great place to start. It allows you to quickly check your account status, see if there are any known outages, and even run troubleshooting steps right from your device.
In addition to using the app, one helpful tip for video calls is to connect your device directly to your modem or gateway using an Ethernet cable whenever possible, as this can provide a more stable connection than WiFi. Also, if you don’t mind me asking, are you connected to a VPN during your meetings? That can sometimes impact performance as well.
We’re here to support you every step of the way—please let me know what you’re experiencing!

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Mohammed07

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2 Messages

Thanks for your reply. I don't use VPN. It's just an unstable connection, and I am trying to figure out the reason.The gateway is connected downstairs and my computer is upstairs. Please guide how to connect with ethernet cable in this case.

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2 months ago

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XfinityMatthew

Official Employee

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2K Messages

@Mohammed07 Do you have a coax outlet in the room that the computer is in? That would be the only way to move it closer. But we can only activate an existing outlet. If you don't have an outlet in the room you would need to pay a third party to do a wall fish and install one. Otherwise, the alternative is running a long ethernet cable from the computer to the modem.

But that issue is still weird to be lagging out at that speed. Besides resetting what other troubleshooting have you performed? Have you ran a speed test to confirm the speeds you are receiving?

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1 month ago

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user_3uq10a

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1 Message

18 hours ago

I am experiencing the same, did you find a solution to this issue?

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Mohammed07

Zoom/Teams unstable internet connection

XfinityThomasA

Mohammed07

XfinityMatthew

user_3uq10a

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