Skip to main content

    Support

    Offers

U
user_izdrfw
1st Topic

Visitor

 • 

3 Messages

Monday, June 16th, 2025 3:57 PM

VPN disconnects while working from home

Hello,

As Xfinity seems to be run only by automated [Edited: "Language"] at this point, I've not choice but to post here. I was recently given a new modem, being informed that Xfinity no longer supported my old modem or plan, and ever since I have had constant disconnects with my VPN while working. I need this to be resolved as soon as possible.

Question

 • 

Updated 

22 days ago

 • Edited

28

1

0

XfinityKassie

Official Employee

 • 

1.9K Messages

24 days ago

 

user_izdrfw Good afternoon! We appreciate you reaching out for assistance with your connection to our Xfinity Forums Team. Using a VPN for work myself, I can see how this would be frustrating. I'm happy to help. I'll need to gather a bit more information. Are any of your other devices loosing connection? Can you please share any troubleshooting steps you have already tried? This gives me an idea on where to pick up at.  

 

4

0

user_izdrfw

Visitor

 • 

3 Messages

@XfinityKassie​ No other devices are losing connection, even the laptop I'm using for work has connectivity when the VPN drops. Some co-workers says it may be an issue with what protocols Xfinity is using to communicate with the VPN itself that's causing the issues, as he had the same problem when he was using Xfinity. The VPN is GlobalProtect.

Like

Reply

23 days ago

0

XfinityKassie

Official Employee

 • 

1.9K Messages

 

user_izdrfw Thank you for the additional details. We may need to have you work with your VPN team for assistance. Before we go that route, are you connected through Wi-Fi or Ethernet? 

 

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

23 days ago

0

user_izdrfw

Visitor

 • 

3 Messages

@XfinityKassie​ Connected via Wifi. But like I said, it's not a Wi-Fi issue, as I have regular connectivity. Of further note- I only started having this problem when I was forced to upgrade to a more modern modem.

Like

Reply

22 days ago

0

XfinityKassie

Official Employee

 • 

1.9K Messages

 

user_izdrfw Gotcha! Let's take a look, and make sure everything thing looks good on our end. Can you please send a Direct Message with your name, and the service address we will be working with today? 
 
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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.
A "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.
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

22 days ago

0

forum icon

New to the Community?

Start Here