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user_x7630g
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Sunday, March 22nd, 2026 8:23 PM

Internet interruptions

Ever since I have signed up with Xfinity, an in particular these past couple weeks, the Internet drops and there is no way to contact Xfinity, even on my cell phone.  when the Internet returns and sometimes it’s only a couple minutes or so later, I reach out to Xfinity online to research what’s going on and it tells me the connection is great. No outages in the area.  I have never had such poor service when I used spark light.

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5 days ago

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XfinityDilary

Official Employee

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3.1K Messages

5 days ago

Thank you for posting on our community forums for assistance, user_x7630g. I'm sorry to hear about the random disconnections you're experiencing. This is not the service we aim to provide, and we'd like to help troubleshoot your concern. Is this affecting both connections (Wi-Fi and Ethernet)? What troubleshooting steps have you tried? Did you reboot the modem manually? Or checked the coaxial connection to make sure it's tight and there's no damage to it? 

 

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user_x7630g

Visitor

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3 Messages

The connections are tight.  this modem has been turned on and off.  I know the drill.  one thing I could say about this modem is that the fan is very loud.  it, running all the way down the hallway to 30 feet away.  Maybe it’s something outside my home.   does Xfinity charge me to come out and check the connection from the street to the house because they had to move the cable twice before final  installation ?

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5 days ago

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XfinityDilary

Official Employee

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3.1K Messages

Thanks for trying those steps, user_x7630g. Let's take a deeper look on our end. We can send a technician out if needed. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

 

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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

I am an Official Xfinity Employee.
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5 days ago

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user_x7630g

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i’ll be happy to reach out to the team to get somebody to come out. I want to make sure that I’m not going to be charged because I have read claims before where individuals were charged $100 for a service call

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5 days ago

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XfinityDilary

Official Employee

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3.1K Messages

 

user_x7630g. We do charge if we find the issue is not related to our equipment and services. That is determined by the technician at the time of the visit. 

 

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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5 days ago

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