4 Messages
Customer service
We have been having wifi momentary interruptions for over 2 months. To try and correct the issues we replaced our modem, routers/extenders and cable. The issues continued. We had a xfinity technician come to our home and test our equipment, the cable to the street and the cable to the next junction box in the street. All were good, but the technician stated that there could be other issues in our are because he had 3 issue tags still open from our area. The technician was sent out a second time after calling xfinity to notify them that the problem was still occurring.
After calling xfinity again, all they want to do is reboot my modem, and send a technician back to my home again. The interruptions are not severe enough to cause buffering on TV streaming, but we do see the interruptions on our phones several times a day (the "wifi disconnected" indication only lasts a few seconds), and 2 or 3 times a day the interruption lasts long enough that it cause our Blink security cameras to get knocked off line.
The call I made to the xfinity agent today told me that there was no planned work to try to resolve our issue. How do we get xfinity to resolve an issue that is obviously in their equipment?
Accepted Solution
XfinityThomasA
Official Employee
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2.4K Messages
2 years ago
Thank you for your time, and for allowing us the opportunity to assist, @user_83f7ce. I'm happy we could keep in communication over the past week for updates after swapping out your 3rd party camera module and working together to be certain your home network experience improved. If anything changes, or anything more comes up please create a new post. We'll be standing by ready to assist. Thank you!
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XfinityThomasA
Official Employee
•
2.4K Messages
2 years ago
Hello, @user_83f7ce. Thank you for your detailed post. We want you to have a great connection in every room and on every device! We appreciate you sharing the troubleshooting steps you've taken as well. I am happy to learn no issues were found when testing your equipment, the cable to the street, and the cable next to your junction box. If an issue were found outside your home related to Comcast equipment or cables, the service technician will put in a repair ticket for our local crews to fix it as needed. Based on what you mentioned it's sounding like no issues were found at your home, or at the junction that provides services to your home. This may indicate there might be something awry within the home that is impacting your Wi-Fi.
Our Digital Care Team can help take a closer look, and we can work together to ensure you're able to get the most out of your Xfinity Wi-Fi. We can check on any work that had been submitted and even schedule a follow-up service visit if needed. Could you please send us a direct message including your name, the account holder's name, and service address? To send a direct message:
Click "Sign In" if necessary
• Click the "Direct messaging" icon near the top right of the page
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which 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
Thank you!
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