Visitor

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1 Message

Tuesday, November 11th, 2025 1:21 PM

Internet Consistently Interrupted Every 10 minutes.

The Facts:

1. I am using an Xfinity provided gateway

2. I pay for 2 GB service, and when working I do in fact get 2 GB's

3. I am directly connected to the modem by Ethernet.

After years of this problem plaguing me on and off, the problem seems to be getting worse. Admittedly, what is making this problem tricky, is that the interruption is a surge in ping, usually to about 1000ms, for only 2 or 3 seconds. I play a fair amount of video games, so I am hyper aware of my Ping by comparison. So when I try and get support to look at this problem, they obviously don't see anything, and when you run speedtests, unless you do it at the exact moment the interruption is happening, then they don't see it. 


Steps that have been taken thus far to figure out the problem:

  1. Xfinity support has been contacted multiple times, basically all they do is "refresh the signals" which solves nothing. So they go to step 2. 
  2. I have had multiple on-premise techs come out, probably 4 or 5 this year alone. They claim that they do something, but I'm beginning to think that they are not actually doing anything. 
  3. I have replaced my Gateway twice this year
  4. Sections of my cables have been replaced, and I have replaced my ethernet cables a few times as well. 

I have attempted a few times to use packet tracing but without any usable results. My theory is that somewhere up the line my internet signal is constantly switching between 2 different servers, and this switch is causing this brief jump in ping. 


I am at a loss, and I am hoping this reaches a Network specialist within Xfinity that can help me out. It's been almost 2 years of this problem, at varying levels, but consistently present. 


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Official Employee

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2.6K Messages

21 days ago

 

istillcantplay12 Hello! Thank you for reaching out to us here on our Community Forum. We are sorry to hear of the experience you're having, and we appreciate the details you mentioned. We'll be happy to look into this further and see what we can do to help. Please send a Direct Message with your full name and address. Here are instructions on how to send a DM in case you need them:

 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

 

Expert

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114.7K Messages

21 days ago

@istillcantplay12 @XfinityBenjaminM 

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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