Visitor
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4 Messages
Internet Dropping
I have the exact same issue.
Xfinity has been the most horrible internet provider I have ever had. At no point was the internet connection flawless, but in the last 3–4 months it has become absolutely unbearable.
In May, we noticed that the internet would randomly stop working (none of the apps would open, our TV, which is Wi-Fi connected, wouldn’t work, no browsing at all), so we contacted Xfinity support. After hours spent on useless AI troubleshooting, one of the techs told me that the modem was “too old” (it was an Xfinity gateway) and advised me to get a new one.
I went to the store the next day and got a brand-new modem, connected it, activated it, and followed all the steps. It worked fine for maybe half a day. Then the exact same issue came back — all the tests on the Xfinity app show that I have a perfect internet connection, but in reality I can’t even log into the app because the internet just doesn’t work. It comes back randomly without me doing anything.
I contacted Xfinity again and they sent a technician. The tech explained that some of the new Wi-Fi gateways are faulty and gave me another one. He connected everything, checked the cable, checked the line, and said everything was working normally. It worked fine for about 2–3 weeks, but fast forward to July and the issue is back again — and it’s absolutely unbearable.
The internet works for 5 minutes, then drops and doesn’t work for 10 minutes. I’ve spent hours trying to troubleshoot with the Xfinity chatbot, but they can’t find any issue.
Agents on the tech side keep telling me different stories — that they need to update some “codes.” They proceed to do so, and the internet works well for 4–5 hours, then the issue comes back again.
We've aready had other issues with xfinity 2 years ago and they replaced the coax cable leading to the house. For a while internet worked ok.
We’ve been customers for over 10 years and live in a major city.
I truly don’t understand what I am paying all this money for.
Xfinity service is absolutely unreliable and completely unacceptable for anyone who works from home.
XfinityMarshante
Official Employee
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1.2K Messages
4 hours ago
Hello @Irina_123, thank you for taking the time to leave a post. Sorry to hear about the experience you've had. I can absolutely understand how frustrating it must be to deal with ongoing internet interruptions, especially after replacing equipment, having a technician visit, spending hours troubleshooting, and still not having a reliable connection. For someone who works from home, an unstable connection can be incredibly disruptive and stressful. We appreciate you being a customer for over 10 years, and it's disappointing to hear that this issue has continued despite the steps that have already been taken. Based on what you've described, it sounds like a more in-depth review may be needed to determine why the connection continues to drop even when diagnostics appear normal.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.
How to send us a direct message:
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