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user_06c176
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Visitor

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2 Messages

Monday, July 10th, 2023 5:39 AM

Closed

Constant outages, chatbot useless

For several weeks I have had daily outages with my Xfinity internet. Then it started happening 2-3 times a day, and today it only stayed up for 30min -2 hours at a time before needing another restart. 

Everytime I try to seek support or troubleshoot, the app either 1. Throws an error loading the page to log in before I can chat. Or 2. Fails over and over to schedule a technician to come out. I've looked everywhere and I cant find a number to call, only useless chatbots. I am at the end of my patience, I have scheduled an install with CenturyLink because it seems I have no other option. Is there anyway I can get some help here? 

Question

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Updated 

2 years ago

134

2

user_37a8fc

Visitor

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15 Messages

2 years ago

i have also been having TONS of random disconnects over the last few months, xfinity's network is just really bad i think and they aren't going to fix it because they have zero accountability to their paying customers they can get away with not fixing their network issues so they will just keep charging us until we switch to another isp

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XfinityBenjaminM

Official Employee

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2.2K Messages

@user_37a8fc Hello! Thank you for reaching out to us here on our Community Forums. We are very sorry to hear that you are having issues with your connection. What troubleshooting have you done recently?

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

2 years ago

0

user_06c176

Visitor

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2 Messages

My internet disconnects and the router goes offline. The app confirms that my gateway is offline. 

2 years ago

0

XfinityJosephA

Official Employee

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1.8K Messages

If the Xfinity app confirms no service interruption and the modem is dropping offline then a majority of the time we need to schedule an appointment. We can take a closer look at your account and get this scheduled as needed. Use the Direct Messaging button, next to the Bell icon to send us a direct message. Just include your name and service address and send your message to "Xfinity Support." 

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

2 years ago

0

CCAlexandrea

Contributor

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51 Messages

2 years ago

Hi there @user_06c176 This is never the experience we want for you. Can you confirm if these interruptions are showing up in your Xfinity app or https://www.xfinity.com/support/status as a local interruption?

 

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