Intermittent Daily Outages

We have only had 1 storm in our area and it lasted a couple hours this issue started before that storm typically its hot here so no storms the issue isn't just in my home when I check the status center it shows nearby is affected as well having a tech come to our home isn't going to help.

@Blcsweetness We understand, and thanks for explaining. If basic troubleshooting has been done, the next step is having a tech onsite. They will either provide a solution on site immediately, or report what is happening to the plant in the area. Only techs can do that, so that is the next step and the path any agent will follow to ensure you can rely on your service successfully. Once the interruption is cleared, schedule a tech asap to meet your availability with the link above. It uses the same platform we use, and let us know if you need help applying it. We can help apply one after the interruption is cleared. 

@user_9tpl5x It might be that our technicians are working on upgrading some lines, which can take a bit of time. I'm happy to see if I can find any additional information for you. Please send us a DM to Xfinity Support with your full name and address to get started.

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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.
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Type your message in the text area near the bottom of the window 
Press Enter to send it

@fix98 Thank you for reaching out so we can help with your ongoing internet connectivity issues. I appreciate you trying and documenting the troubleshooting steps you've already taken. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.

Thank you.

I am posting activity on issue - update on current issue 7/20/2024.

Am posting this update to let others know of experience - maybe some good will come of it.

Received email from Xfinity (on my wife's email since she is owner) that said "We have noticed activity/outage on your service that requires a visit by a technician."

The appointment was scheduled and met with Xfinity tech on Tuesday, July 9.

Was unable to resolve due to sporadic and intermittent nature of outage.

He requested I text him each time it happens. - I have been doing that.

He informed me he sends all text messages to Xfinity maintenance for tracking and resolution (I guess).

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Outages are most often 6 pm - 9 pm each night.  In all cases, service out -> service restored takes place within 5-7 minutes.

95% of time no intervention is required to resolve issue.   Very rarely occurs outside of this window.

Appears to impact certain 'small Xfinity' boxes on our account and not others (?)

Symptoms

- 95% of time no intervention required to resolve

- occurs in designated window

- impacts both tv and internet

- noticed lately after about 3 mins, cable modem does a restart and then all service is operational

- tech verified all splitters are necessary and Xfinity tech specs on splitter

- message received on screen are RDK-03033 or RDK-03032.  Did receive one RDK-03056.

- have documented about 30 service out service operational pairs since July 9 

Let me know any questions, or if post needs to moved to another forum.

Hey there, @fix98. It appears as though you've gotten in contact with someone for your local area that is working for Xfinity. Local contacts are the best as they are experts in the area and know who is needed to be contacted to get work orders completed. Did they provide you with the next steps on when the issue should be resolved? 

Thanks for responding.  on next steps no not really - just for me to keep sending text messages to the tech each time it happens.  The only feedback I have gotten from the tech is asking if an Xfinity bucket truck was out there on Monday July 15.  I replied no.  I am pretty close to dropping sending the text message cause its too much of burden.  I will just live with the poor service - I guess.  Have no idea about any resolution - tech doesnt really respond other than time indicated.

Oh yes, I told the tech I am not sending any more outage text messages to them for tracking.  I think the 30 messages in 11 days is enough for them to track.  I will just live with it.  Am tired of it.