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user_drewd
1st Topic

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2 Messages

Friday, March 6th, 2026 2:57 AM

Intermittent Internet Disconnect

Hello, I've been having an Intermittent disconnect of 10-30 seconds every 5-30 minutes for the last 3 weeks. This is occurring in a shared building, and my neighbors with Xfinity are also experiencing this same issue. Modem is a Xfinity XB7 that was swapped in after the issue started but did not resolve the issue. Service tech was on site last week, but the issue has persisted and the tech has not returned. Xfinity's App does not recognize the problem, but the drop is long enough to disrupt work VPN or anything that requires a persistent connection.

What steps can I take to identify where the drop is occurring and then contact Xfinity to return and fix the issue? Thanks.

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15 hours ago

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XfinityJeffB

Official Employee

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92 Messages

1 day ago

Hello user_drewd, thank you for reaching out in our Xfinity Community forum. I know downtime is never a good thing, and it can be a hassle. We are here to help you. You mentioned you switched out your modem, and your neighbors are having connection issues as well. Was the tech visit before, or after the modem swap? 

 

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user_drewd

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Hi, Here is the timeline as I've been experiencing it:

~2/15 connection issues start. Gateway is due for an upgrade anyway, upgrade is ordered.

~2/23 new gateway arrives. XB7 installed, but does not resolve the issue. Check with other people in the building and they are also having the same issue as described (connection speed is fine, but connection drops out for 15-30 seconds every 5-10 minutes.)

2/24 Xfininty tech called by another resident is on site, but the work they do in the building cable closest does not resolve the issue. To my knowledge no Xfininity employee has returned since.

And that's where we are today 3/7. The connection issue continues as described with disconnects for ~15-30seconds at 5-10 minutes intervals.

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1 day ago

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XfinityQuemekia

Official Employee

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961 Messages

I can totally hear how exhausting this has been u/Drew D, I’d love to take a closer look into your connection concerns. Send us a [Modmail message](https://www.reddit.com/message/compose?to=/r/Comcast_Xfinity) with your full name, the name listed on the account (if different), and the service address associated with your account to get started.

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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EG

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116.5K Messages

15 hours ago

@XfinityQuemekia @user_drewd 

This is not the Reddit Platform. These are the Comcast Community Help Forums. To send the requested information in a private message via this platform;

To send the requested information in a private message to Xfinity Support;


  • Click "Sign In" if that prompt is visible

 
  • 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 but don't do that.

      Instead, type Xfinity Support there. As you are typing a drop-down list appears.

  • Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.

  • Type your message in the text area near the bottom of the window

  • Press Enter or tap the > icon to send it

See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.

[Permission from and credit given to BruceW].

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