Intermittent disconnects since downgrading plan 30 days ago. Extremely poor customer support on the issue.

I have been with Xfinity since 2020, have had the occasional outage, but nothing too serious or common to note. As of Jan 25th, I downgraded my plan as I am no longer fully utilizing what I am paying for. Since then, my internet service will fairly commonly drop, then come back after 2 to 5 minutes. This happens for most days of the week, but I'm not always home to observe all occurrences so I don't actually know how often this is occurring. The most I've seen this issue occur in a day is 3 times.

After about a week or so (I don't remember the exact time) I contacted customer support via chat. They were adamant that everything is fine, that their system does not report any issues. Fast forward to today (Feb 24th), at about 11:49 AM the issue happens again. At this point I am fairly annoyed, I contact customer support again. They said they would have a technician come out tomorrow. About an hour or so later, I get a phone call from Xfinity. They are, again, adamant that everything was fine and wanted to designate the issue resolved because the issue hasn't occurred since 11:49 AM. I explained that this issue is intermittent, that its been happening fairly frequently for multiple weeks and that just because its working right now does not mean the issue is resolved. The support agent said that the technician will still be coming tomorrow, but will also call later at 6:00 PM to check in on the issue.

6:00 PM rolls up, Xfinity calls me again. The support agent, again, wants to designate the issue resolved because the issue hasn't occurred again since the phone call earlier, going as far as to say that there is no need for the technician to come out tomorrow. I, flabbergasted by the agent's attempt at doing this a second time, told them again that just because it isn't happening now doesn't mean the issue is resolved and that I don't know how to get them to understand this. Eventually the support agent said that the technician will still come out to my residence and investigate the issue.

Am I crazy thinking this is completely irrational? I didn't have this issue for years, then suddenly almost every day I lose internet coincidentally after I downgrade my plan.

Is there any way I can get some actual help with this issue that doesn't have the support agent trying to quickly dismiss and close the issue?

Responses

XfinityThomasA

Official Employee

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2.3K Messages

1 year ago

Thank you for your feedback, @user_4k7dmv. I'm sorry to learn you've been experiencing intermittent issues since downgrading your internet plan. The Xfinity app works great to troubleshoot your services if you even encounter an issue, and of course, we are here to help too. Happy to learn you still have an appointment so an expert Xfinity technician can take a closer look. Many factors can impact Wi-Fi connectivity. For example,

Technical limitations of personal devices (e.g., an older phone that can't handle faster speeds, out of date operating systems, etc.)
The distance between personal devices and your Gateway/modem/router
Older devices which could be consuming bandwidth and slowing down your network

Another thought I had was if you had ruled out the possibility that the previous higher tier may have been the right fit for you based on the number of connected devices within your home.

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user_4k7dmv

8 Messages

@XfinityThomasA

Many factors can impact Wi-Fi connectivity.

My internet connectivity issue isn't with Wi-Fi. The issue, as far as I can deduce, exists somewhere between Xfinity and my modem. The modem is the one showing the loss of internet connection, which, of course, affects all my devices on my network.

Another thought I had was if you had ruled out the possibility that the previous higher tier may have been the right fit for you based on the number of connected devices within your home.

I doubt this is the case, but this is better help that I had not received before and something I didn't really consider, so I can try disabling some of my devices to see if there's any impact.

1 year ago

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XfinityBillie

Official Employee

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3.3K Messages

@user_4k7dmv I'd like to check the signals on our end as well as be able to follow up with you after your technician visit. 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.
An "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

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1 year ago

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user_4k7dmv

8 Messages

The technician arrived and performed the check up. They were unable to find anything physically wrong, both in my residence and from the service panel on the outside of the building. They inspected the coaxial cable, cut off the ends of the cable and replaced them (I'm assuming to rule out faulty connection at the wall and modem?). Before leaving they speculated that the modem could be faulty due to age and always being in an "on" state, and that replacing it may solve the issue.

The issue hasn't occurred since yesterday morning, but I am still hesitant to rule out the issue as being resolved due to its nature of not being consistent.

I will contact Xfinity Support per your instructions as I don't really want to jump to replacing my modem just yet.

(edited)

1 year ago

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user_4k7dmv

8 Messages

As an update, the issue has occurred again at 3:25 PM.

1 year ago

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user_4k7dmv

8 Messages

An update on this issue.

Since last message, the issue occurred a few more times. Xfinity Support chat has been questionable in helpfulness. Support seemed to either not understand the issue or forget about it on multiple occasions. This eventually led to them suggesting having another technician come out and use their own modem to try and diagnose the issue. I declined this suggestion because, again, they seem to not understand the issue is intermittent and that doing anything cannot yield immediate results because of it.

At this point is when I have replaced the modem. During the replacement (on Mar 4th), I had to reactivate my service with the new modem, which makes sense but also makes me wonder if this has some kind of "reset" effect on my service that could also clear up the issue. I have not encountered the issue since then, but will give it another two weeks. Additionally, I will eventually switch back to my previous modem to check whether the reactivation of my service cleared it up or if my modem became faulty.

Either way I will continue to occasionally post updates on this issue until it is resolved.

1 year ago

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user_4k7dmv

8 Messages

1 year ago

It has been 3 weeks since my last post, so here is the conclusion to what happened.

I switched back to my original modem, and I have not had any issues. It was NOT a faulty modem like the technician or support hinted at. Something on Xfinity's end did, without question, mess up when I downgraded my plan. What could it have been? I haven't a clue why or how, and I am sure that Xfinity will not look into what had happened. It took me buying a new modem and going through the set up process that fixed the issue.

Now, Xfinity did suggest they have a technician come out and hook up one of their own gateways to see if the issue is resolved. Admittedly, this likely would've solved my issue in this specific case, but I did not think this was viable because, understandably, neither I or the technician or Xfinity would not want to stay for a week in my home to see if the issue was resolved and I was not going add a gateway rent to my bill. Additionally, if it was a faulty modem, I would have had to replace it anyways. I just think Xfinity, with every tool available to them for their own service they provide me, could have tried resetting my service (NOT my modem).

To sum it all up, I am very disappointed in Xfinity. Xfinity support seems to think "turn it off and back on again" is foolproof, to the point where they would not stop and think that there could be something up on their end. I do not believe, in all my communications with them, they have done everything in their power to resolve this issue, and instead it came down to me purchasing a new modem to find the solution.

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XfinityOrlandoM

Official Employee

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2K Messages

@user_4k7dmv

Could you please send us a direct message including your name, account holder name (if different), and the service address so we can get started. Myself or one of my awesome colleagues will respond as soon as possible.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

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

Press Enter to send it

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

1 year ago

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user_9sno5d

1 Message

@user_4k7dmv Same thing happening here ever since I downgraded (we also downgraded because they raised the price, and I didn't utilize or could justify the higher speed for what we do. Now Xfinity says Netgear (my current modem) is the issue and that they need to change the signal to my modem to account for the downgrade - or "the speed to gateway error" it is causing now. In other words, changing the speed, changed my signal and no longer is compatible. My question is, is Xfinity jamming the signal until you either A) buy a new modem from them or B) get a contract with Netgear and or a new modem from them or someone else. Clearly when you downgrade Xfinity is changing the signal, at which point you have to change with it. Xfinity does not disclose this prior to making the change.

9 months ago

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XfinityGabriel

Official Employee

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2.2K Messages

user_9sno5d, Hi there! We appreciate you for taking the time out of your day to visit our forums page. I recently downgraded to cut costs so I can relate. You've come to the right place for support. We are a team of experts who are dedicated to providing solutions to service concerns such as this. At Comcast, we do not jam signals and strive to ensure that you receive the services that you pay for. As part of our ongoing network upgrades, we're increasing Xfinity Internet speeds for customers across our footprint. Eligible customers in certain areas will receive up to 10 times their current upload speeds at no additional cost. However, to obtain these speeds, you may need to have an eligible modem that is compatible with the faster speeds. What is your current modem model? Most modems reach end of life status by 10 years.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Was your question answered? Please, mark a reply as the Accepted Answer. tick

9 months ago

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XfinityGabriel

Official Employee

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2.2K Messages

user_9sno5d, Hi there! I just wanted to check back in with you today to see how the internet service is working.

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

8 months ago

0

Customer Service

user_4k7dmv

Intermittent disconnects since downgrading plan 30 days ago. Extremely poor customer support on the issue.

XfinityThomasA

user_4k7dmv

XfinityBillie

user_4k7dmv

user_4k7dmv

user_4k7dmv

user_4k7dmv

XfinityOrlandoM

user_9sno5d

XfinityGabriel

XfinityGabriel

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