Skip to main content

    Support

    Offers

U
user_xv2ie9
1st Topic
1st Reply
1st Like

Visitor

 • 

5 Messages

Tuesday, July 1st, 2025 1:11 AM

internet keeps dropping out and unable to contact customer support

I am pretty upset with my internet service over the last 3 weeks.  It keeps dropping out randomly.  I am unable to contact customer service.  I called 2 days ago and the robot on the other line performed a router reset.  I was supposed to receive a text asking if it fixed the issue, but I never received a text.  I called back the next day and the robot stated that my router reset was still in progress.  How long is that supposed to take? I mean really this is ridiculous.  I'm just trying to figure out what's wrong with my service.  What's my next step here? 

Question

 • 

Updated 

7 days ago

37

5

EG

Expert

 • 

111.6K Messages

10 days ago

3

0

user_xv2ie9

Visitor

 • 

5 Messages

@EG​ I have already tried to reset my router.  I am having issues with all my devices through out the day randomly.  The issues just started recently 

Like

Reply

10 days ago

0

user_zm2f88

Visitor

 • 

1 Message

I have similar issues.

the service [Edited: "Language"]. my system goes down all the time at my remote  FLorida home. the online phone system won't recognize my account because I have two homes and it only sees my Michigan home. Your automated voice system denies me access. you don't offer email to get help or report problems. how much worse can Xfinity get!

(edited)

Like

Reply

9 days ago

0

XfinityChelseaB

Official Employee

 • 

1.8K Messages

Hello @user_zm2f88, Thanks so much for taking a moment out of your day to leave a comment on our community forum and we would be happy to help. 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, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct 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

7 days ago

0

EG

Expert

 • 

111.6K Messages

10 days ago

There are more steps at that link than just restarting your router. Are the signals within specs ?

2

0

user_xv2ie9

Visitor

 • 

5 Messages

@EG​ it happens with wired and wireless devices.  I noticed one time when it happened that the modem light went from white to green and blinked for a minute before going back to solid white 

Like

Reply

10 days ago

0

XfinityLinda

Official Employee

 • 

1.9K Messages

@EG Thank you for assisting.

 

@user_xv2ie9 Thanks for meeting us here in our community. We'll be happy to assist by looking at your account to see what the issues may be. Please send us a Direct Message with your full name and complete service address.

 

To start a Direct Message: 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

9 days ago

0

EG

Expert

 • 

111.6K Messages

10 days ago

It's hard to help if you don't answer the questions.

0

0

EG

Expert

 • 

111.6K Messages

9 days ago

@user_xv2ie9 

Again. Modem signal values ?

1

0

user_xv2ie9

Visitor

 • 

5 Messages

@EG​ I'm sorry I haven't been home for the past few days.  I attempted to check the modem values but when I type the IP address into my web browser it is asking me for a username and password to access the information.  What would that username and password be? 

Like

Reply

8 days ago

0

EG

Expert

 • 

111.6K Messages

7 days ago

@user_xv2ie9 

No worries ! If you haven't ever changed them, the default user name is admin and the default password is password

0

0

forum icon

New to the Community?

Start Here