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user_ohagq0
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4 Messages

Thursday, December 11th, 2025 2:47 AM

Neighborhood is experiencing WiFi drops consistently

Hi, my family has been Xfinity customers for 10+ years as it was the only provider in the area. We upgraded to the gateway modem with 1gbps service and it was fine for a while. Over the past couple months we started to notice our service was dropping consistently maybe 5-10 times a day. I also recently got a gaming PC and noticed there is significant packet loss with an ethernet cable plugged in. Others in our neighborhood are also experiencing similar battles and we need help. I personally believe there is an issue with underground cables that run through the neighborhood (which would explain the group issue), maybe some cable damage which would also explain the packet loss!

If there are issues with the underground cables how does that process work of identifying the problem, and finding a solution?

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1 day ago

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XfinityShawn

Official Employee

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2.1K Messages

5 days ago

 

user_ohagq0 My team can help with your internet issues today. By any chance, are you seeing any service interruptions or planned maintenance from our Xfinity app? 

 

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user_ohagq0

Visitor

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4 Messages

@XfinityShawn​ We don't see any service interruptions or planned maintenance on our Xfinity app

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5 days ago

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XfinityDilary

Official Employee

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2.9K Messages

Thanks for checking that, user_ohagq0! Have you tried any troubleshooting steps on your end? Such as rebooting the modem manually or through the Xfinity App? Or checking the coaxial connection on both ends (wall plate and modem) to make sure the connection is tight and there's no damage to it? 

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.
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5 days ago

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user_ohagq0

Visitor

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4 Messages

Yes we have tried rebooting both ways, and I just checked the coaxial cable on both ends and it seems good and is fully tightened

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5 days ago

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XfinityDilary

Official Employee

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2.9K Messages

I appreciate you verifying that as well, user_ohagq0. Let's take a deeper look here. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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.
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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5 days ago

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user_ohagq0

Visitor

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4 Messages

I was actually able to get in contact with another Xfinity customer support member and they helped me through hopefully a resolution. We also scheduled a in person visit on the 15th so fingers crossed everything works out. I appreciate your help though!

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5 days ago

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user_rfklvu

2 Messages

1 day ago

I've been an Xfinity customer for over 20+ years and I've noticed in the last year that the Xfinity Wi-Fi service is HORRIBLE! We have repeated drops as well. We pay our bill on time faithfully ever month for a whole month of service. Yet we are lucky if we receive a total of week's worth of service. Between the updates and outages, it feels like their service is a ripoff. They get paid an outrageous fee, and we get subpar, terrible service in return. It's similar to how scam artists operate... Promise something good, take a huge fee for it, and then give you virtually nothing in return. We are currently without service YET AGAIN, and as a loyal customer, I'm BEYOND FRUSTRATED! It's only a matter a time before a class action lawsuit against Xfinity is filed, and I will certainly be joining in!

1

XfinityEricB

Official Employee

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2.8K Messages

 

user_rfklvu Thanks for reaching out to us about the recent drop in service reliability for your home. This certainly isn't something we like to hear happening, and I would be happy to look into what is causing the problem that needs fixed for the home! 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" If necessary

Click the "Direct Messaging" icon (speech bubble)

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.
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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1 day ago

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