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Ohno-wifidropping
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Visitor

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2 Messages

Friday, September 12th, 2025

WIFI dropping every 5 mins please help

Hi I’ve tried to write this 3 times but the page errors out when I try to add a tag. My WiFi is dropping every 5 mins and it’s severely interrupting my video calls for work. The Xfinity Assistant troubleshooting steps keep looping and won’t let me finish the steps. The phone number routes me the same way. Please someone call me, I can’t even set up a support appointment without finishing the steps but it keeps looping me and restarting from the beginning. 

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23 minutes ago

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XfinityChristy

Official Employee

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2.3K Messages

1 day ago

 

Ohno-wifidropping Thank you for reaching out via our Xfinity Community Forums. I am so sorry to hear about the trouble you're having with your Wi-Fi. It sounds incredibly frustrating, especially when it's impacting your work. I can only imagine how difficult it is to be stuck in that endless troubleshooting loop, and I want to help you get this resolved.

I know you've been through a lot of steps already, but as a starting point, would you mind trying one more thing? Have you had a chance to simply unplug your modem for about a minute and then plug it back in?

Often, a simple reboot can resolve these kinds of intermittent connection issues. Once you've done that, please let me know, and we can try a different approach to get your service working correctly again.

 

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Ohno-wifidropping

Visitor

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2 Messages

Hello, I tried that twice. I just tried it again. I put on a test video call and it dropped after 3 minutes. I need support, my roommate is already looking up WiFi alternatives for the house because we both need this working for our jobs.

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5 hours ago

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XfinityChristy

Official Employee

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2.3K Messages

I am sorry that did not work, Ohno-wifidropping. In order to take a closer look at things please send me a direct message with your full name and address. This way we can do some additional troubleshooting. 

 

To send a "Direct Message":

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)

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

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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5 hours ago

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EG

Expert

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113.3K Messages

23 minutes ago

@Ohno-wifidropping @XfinityChristy 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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