Dropping Teams calls

I'm connected over WiFi when this happen, and the whole connection drops. It impacts all devices connected to the internet - the laptop, which was running Teams, and my phone, which was not.

Got it. Thank you, that’s really helpful. If the entire connection is dropping across all devices (not just Teams), that definitely points more to the gateway or WiFi connection itself rather than just the app. I can imagine how disruptive that is, especially during work calls. Since you mentioned this didn’t happen with your previous gateway, I’d like to dig a little deeper into the setup. When the connection drops, do you notice if the lights on the gateway change or reset at all? Also, when you have a moment, would you be able to test a call using a direct Ethernet connection (if possible) to see if the same thing happens? That’ll help us narrow down whether it’s WiFi-specific or the connection overall. We’ll stick with you on this and get to the bottom of it. To have a deeper look on my end, would you mind sending us a direct message with your first/last name and full address by clicking the "direct message" icon on the upper right page of the forum page? Once you click on that, click the "Start new conversation" (pencil and paper) icon. In the 'To:" line, input our shared handle "Xfinity Support" to send us a direct message.  

@XfinityGabriel​

The light on the gateway does not change at all when the service gets dropped. The name of my network is still visible to my devices, and the device status is 'Connection, No Internet'

The XFinity app shows the gateway is offline. 

I have to unplug the gateway and plug it back in to get back online

I do not have an ethernet cable, and my laptop does not have an ethernet port.

I'm also having a problem with Teams! For me, my internet goes down whenever someone else on the call shares their screen. According to speedtest.xfinity.com, my internet is "Blazing Fast" , so this shouldn't be a problem. I moved recently and got a new modem, and that's when these issues started. 

Hey, @user_8qhqn7! We've converted your comments into your own post so that we can specifically address your account concerns. Thank you for sharing! Sorry to hear about the trouble you're having. We'd love to see what we can do to help :) What troubleshooting steps have you taken so far? This Connection Troubleshooting Tips link is a great place to start.

@XfinitySara​

I haven't really done any troubleshooting, because it's not a general connection problem. My internet goes down specifically when someone on a Teams call shares their screen.  The light on the gateway itself does not indicate there's a problem, and my devices show they're are connected to my network, but not the internet. The Xfinity app shows my WiFi is down. I can get back online by unplugging the router and re-routing.

There is no problem when I share my screen in Teams.

The Speed Test results show I have a download speed of 893.3 mbps