Increase in bill + Connectivity issues

Sure, thanks for your assistance!

I’ve been experiencing intermittent connectivity issues (on and off) for the past one month. For example, just now, even though my modem is connected, the network status says “No connection,” and then suddenly it starts working again. I’ve been using this Xfinity modem for about 6 years, but it’s only this year that I’ve started noticing these recurring issues.

Additionally, I have reviewed the billing statements for the last three months and noticed an increase from $46 to $91. I would appreciate it if my plan could be reviewed.

TRANSACTION HISTORY

@user_m4ihu3 thank you for the detailed information, that is helpful. Working from home myself I completely understand needing to have your home network up and running correctly. I'll definitely be able to do an account review, as with the increase happening over a couple of bills it looks like your promotion has rolled off. 

I'd like to address one at a time, and can start with the connectivity issue for now to keep the conversation here in public in case some information is helpful for other community members. 

- Are you connecting via WiFi or Ethernet?
- When you receive the "No Connection" is your gateway (modem) resetting? 

- When issues occur, have you checked the Status Center:

https://www.xfinity.com/support/status or Xfinity App to see if there are any reported service issues? 

There is this helpful post that has some great self-help troubleshooting, where you can check your equipment signal levels and compare them to the specification range they should typically be in: https://forums.xfinity.com/conversations/your-home-network/internet-troubleshooting-tips/602dae4ac5375f08cde52ea0

- Have you ever checked your modem signal range? 

Hi - The internet connection was restored after I tried using the port in the other room, so the network is working fine now. Could you please help me with the billing question?