Visitor

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3 Messages

Sunday, January 4th, 2026 11:19 PM

Low Internet Performance

For the past 5 to 6 months, the WiFiservice has been blundering, not booming.

I log into YouTube on the TV and I get a screen of gray boxes instead of the video thumbnails. I'll watch a video and when I go back to the YouTube Home page, I get gray boxes again. 

I'll be watching a movie on the TV and I'll get a message saying that the WiFi has disconnected. I have to wait for a reconnection. 

Or I'll be recording a podcast and I get a message from the podcast platform that says that low frame rate has been detected.

I've used the Xfinity app to test the speed of the Gateway (last time I tested was 10 minutes ago) and the result is good. I'll restart the Gateway or the Google Cast if I have no response from the TV. 

I only have about five devices connected (a cell phone and smarta watch, a TV that uses Google Cast, a Google Nest, and a laptop.

The biggest frustration for me is that this is a daily occurance. I used to not have this problem. I live in a less than 500 sq ft studio and all of my devices are near the Gateway.

Is there anything else I can do to eliminate this problem? Thanks. 

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Contributor

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482 Messages

29 days ago

Have you tried connecting the laptop and TV via Ethernet? 

Visitor

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3 Messages

Hi. I live in a new building that has a WiFi closet that houses five modems for five ISPs. I would have to get an extremely long (and ugly) cable to get to the port. 

The new construction materials used in the building interfere with my cell phone connection and I have to use WiFi to be able to get a good connection and avoid dropped calls and "can you hear me now?" problems. 

Thanks, witch7

Official Employee

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2.3K Messages

Good evening @user_4z41a1, and thank  you for reaching out on our forums with your connection issues. May I ask what troubleshooting steps you have tried so far such as restarting your equipment? Have you also tried troubleshooting through our XFINITY app by following the steps here https://www.xfinity.com/support/articles/internet-connectivity-troubleshooting?

 

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