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user_1k3edq
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Thursday, June 20th, 2024 1:30 AM

Internet Instability when using video conferencing, Teams, Zoom, WebEx, etc

For several weeks I have been experiencing internet instability when sharing my webcam video on online conference platforms.  I have a gig speed modem and I'm getting over 100Mbps down and 40 mbps up at the office computer.   I haven't seen any answers in this forum but for a suspicion that it may have been caused by the cable company working with buried wiring.   It's been terribly frustrating working with Xfinity.  The customer service has been really poor both working with a tech (took hours to get someone live and we rebooted the modem multiple times), I went and replaced the modem and have been stuck in automated call menus AND automated rebooting of the modem again.   Is this instability happening with anyone else? 

Rich M

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18 days ago

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XfinityRichard

Official Employee

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1.4K Messages

5 months ago

Hi there, @user_1k3edq ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm very sorry for the trouble you are having with your Internet service. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

To send a direct message [private message]:

  •   Click "Sign In" if necessary
  •   Click the "Direct Message" icon
  •   Click the "New message" (pencil and paper) icon
  •   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
  •   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
  •   - An "Xfinity Support" graphic replaces the "To:" line.
  •   Type your message in the text area near the bottom of the window
  •   Press Enter to send it

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Aceq2jot

Contributor

 • 

77 Messages

3 months ago

I also have 1.4 gbs down and when my wife using teams for video I am knocked off.

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XfinityAdrienne

Official Employee

 • 

907 Messages

Hey there, Aceq2jot! Thank you so much for taking the time to reach out to us on Xfinity Forums. That is certainly not the experience we want for our customers, can you share with us what troubleshooting steps you have taken?

 

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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3 months ago

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adam_n

3 Messages

23 days ago

@XfinityAdrienne @XfinityRichard @Xfinity Support I am having the same issues described in this thread. I know for a fact it is an issue with Xfinity. 

Whenever I attend a video meeting regardless of Zoom or Teams, Xfinity intermittently drops my internet service for 10-30 seconds. I can literally see the wifi signal get dropped. Then the internet comes back. I switched to the 5G Hotspot on my T-Mobile phone, and I do NOT experience this issue.

It is not the router. I have rebooted the router multiple times and tried from various locations in the home. The internet works fine in all other ways. 

I do not want to sit on endless phone calls and basic troubleshooting before a technician is sent to my house. I know it is the same issue as described in this thread. I work from home most of the time, so this is an extremely critical issue. 

Please help. 

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XfinityAlfonso

Official Employee

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1.2K Messages

Hello adam_n Do these issues only occur on Teams and Zoom? Are you using any other video calling service like Facebook, Apple or others? And does this issue affect them during those actions? 

 

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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21 days ago

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adam_n

3 Messages

@XfinityAlfonso @Xfinity Support the problem occurs on all video conferencing. Zoom, Teams, Facebook, everything. I work from home, so this is a critical issue. Please help. 

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19 days ago

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XfinityThomasA

Official Employee

 • 

1.7K Messages

 

adam_n - Thank you for sharing the details! Is this issue isolated to one device? Are you using a VPN?

 

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

Like

Reply

19 days ago

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adam_n

3 Messages

@XfinityThomasA @Xfinity Support it is not an isolated issue. It happens on all devices and I am NOT using a VPN. 

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18 days ago

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XfinityDena

Official Employee

 • 

2.5K Messages

@@adam_n

I can tell you have not had the best experience and I assure you I am here to do everything I can to turn this around. I want to be sure we can get everything figured out for you with your service. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- 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

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

Like

Reply

18 days ago

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