Terrible internet connection

I recently moved into an apartment that comes with an xfinity gateway modem thing. I set up the internet and chose the plan I've had in the past; however, my internet here is terrible. I can't facetime, watch TikTok or load websites on my phone. My work computer won't connect at all-- I have to hotspot, and my smart tv buffers every few minutes. All the wifi speed tests, and Xfinity Assistant tests turn out great speed and minimal usage, but my wifi is simply not functional and I can't figure out how to contact someone or get help.

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XfinityMarcos

Official Employee

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1.9K Messages

26 days ago

Hi user_sv9lw8, that definitely sounds like it would be a nightmare to deal with, so I get why you're visiting our Forum for help. I'd like to ask a few questions to make sure we understand the full scope of what's going on. Are any of your devices able to find or connect to your home network? Have you taken any troubleshooting steps to avoid any repeats?

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user_sv9lw8

2 Messages

Hi, thanks for replying. All my devices can find and connect to my home network. My laptop drops connection and my tv buffers badly. I can't take video calls or watch TikToks on it either. I have spent many hours in the Xfinity app doing all the troublshooting and robot chatting, to no avail.

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22 days ago

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XfinityJeniece

Official Employee

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2.4K Messages

Thanks for confirming those details user_sv9lw8. I would like to get to the bottom of this issue and take a look at your signals on our end. You have reached the right place to get this resolved once and for all!

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
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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20 days ago

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Your Home Network

user_sv9lw8

Terrible internet connection

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