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user_o5cqhm
1st Topic

Visitor

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2 Messages

Sunday, October 19th, 2025

Internet cutting out for 30 seconds or so, roughly once a day.

Hello,

My internet is experiencing occasional blips where service cuts out entirely for less than a minute. I know service is out at the modem level, because I can see the light turn flashing orange on the modem. It always turns green then white again very shortly after the blip begins. This is extremely irritating and I would like to get to the bottom of this.

I am NOT comfortable continuing to use the AI support agent, as it said it was changing my modem settings as it was "troubleshooting". It said it was going to turn off bridge mode on my modem, which would break my local network setup. I do NOT want the bot to make any settings changes on my modem. Please, can an actual agent contact me so I can get actual support? I trust humans not to ruin my network settings, but I do not trust bots.

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Updated 

8 days ago

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XfinityEmilyB

Official Employee

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2.5K Messages

10 days ago

 

user_o5cqhm Welcome to our community forum! Thank you for reaching out so we can help troubleshoot your internet connection. I rely on my internet every day so I know how important it is to have a steady connection, and I apologize for the daily blips you've been seeing. What troubleshooting steps have you tried so far? You can find some great steps to get started here if needed. 

 

2

user_o5cqhm

Visitor

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2 Messages

Hi Emily,

Since it's a problem that occurs on the modem level, there's little for me personally to troubleshoot. I am just occasionally getting blips where my internet doesn't work. It has persisted between reboots of the modem -- I wonder if the blips are the modem itself restarting?

I need to talk to someone who can check my signals levels and see if that's the problem. I have not been successful with the robot.

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8 days ago

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XfinityRoberto

Official Employee

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2K Messages

Thank you so much for this information @user_o5cqhm. We are happy to assist you and take a look at the signals to the modem.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us: 
 • 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

Let me know if you have any questions.

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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8 days ago

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EG

Expert

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114.2K Messages

10 days ago


Concern moved here to the Home Networking help section.

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EG

Expert

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114.2K Messages

8 days ago

@user_o5cqhm @XfinityRoberto 

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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