Visitor
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2 Messages
EFFECTIVE OUTAGE IN NORTH SHORE CHICAGO SUBURB FOLLOWING XFINITY WORK LAST WEEK -- INTERMITTENT DROPPING AND NOW JUST DOWN
Hi - similar to others, there seems to be a routine issue with dropping internet service and now just no service. Recently upgraded to 1GB and have XB8-T worked fine for two months. After planned outage and service work last week it will not work. App says I'm getting 120% of service level to gateway. Xfinity Help Chat AI says problem and need a tech to visit. Xfinity chat reps say service degradation. Obviously nothing has changed internally with wiring etc.. in my property in last two weeks. Also - neighbors having same issue. So it sounds like service line issue. Fear it may be related to issues discussed in other posts regarding too strong of an upstream compared to downstream or something to that effect and problems with service lines and what modems can handle. Curious if anyone else with same experience.
Took hours to try to get tech visit and then they want to charge. Will be needing credit and seriously considering ditching service altogether.
Hoping a mod will help escalate this to resolution.
EG
Expert
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117.3K Messages
10 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityJon
Official Employee
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1.3K Messages
9 hours ago
Good afternoon user_srf2vl.
I would be more than happy to take a look into your account, and to assist further. I will need some additional information.
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "New message" (pencil 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
An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window and press Enter to send it.
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