9 Messages
Intermittent outages affecting many homes
I am an Xfinity customer with internet only. No streaming packages, no VoIP, literally just a 300/100 internet plan. I own all my equipment, so I do not expect Xfinity to be troubleshooting modems, gateways, anything; that is all on me since I own it. ALL I expect Xfinity to do is deliver reliable service to my property, yet for the last several months they have been very much incapable of doing so!
The trouble started sometime around October 2024 when I received an automated message from Xfinity Assistant saying upgrades would be taking place in my area and to expect to lose internet for a while. I did indeed lose internet and since I was working outside I noticed a contractor (working on behalf of Xfinity) replacing what they called the cable amplifier, located at one end of my road.
Ever since then, I have been experiencing intermittent outages that generally last between 4-5 minutes but can sometimes last up to 20+ minutes. I have had FIVE different techs visit my home since then, on the following dates: 10/22/24, 11/7/24, 11/16/24, 12/11/24, 1/1/2025. Two of these techs were not contractors but rather were directly employed by Xfinity. During the course of these techs attempting to effect repairs, literally everything on my premises was replaced; that is, a new line was run from the demarc box to the pole and also a new line from the demarc box to my living room, which is the sole connection between my home network and the now-brand-new outdoor cabling.
Despite all of that, I was (and still am) having intermittent outages. A few days after the last tech visit, I was talking with my neighbors and come to find out they too are experiencing intermittent outages. Even more revealing, it is not just those neighbors but actually several (all?) residences on my road which are experiencing this same problem. Clearly the trouble is not on MY property.
Throughout all of this, I replaced my customer-owned modem TWICE, both times with (different) models which are listed on Xfinity's website. Both modems were ordered brand new, both arrived sealed in factory packaging, both are DOCSIS 3.1 capable, both are listed as compatible with the Next-Gen Speed tier, and both of them recorded several T3 timeout errors in their internal system logs.
Most of the techs were great, they genuinely did try their best and even confirmed that they had referred my problem to maintenance but yet nothing has been done even months later.
The last tech who visited spoke with his supervisor who was able to monitor my line overnight and determine that there was an intermittent upstream MER issue. However, the tech was forbidden by company policy from putting me in touch with his supervisor directly unless another work order was generated. I have not heard of or noticed any actions as a result of this monitoring.
Worth mentioning here is that on a couple of occasions, I did receive an automated text saying a problem had been detected in my area and should be fixed soon. Sure enough, for approximately one week after receiving that text, the internet worked perfectly. But the "repair" never lasted more than a week either time, with the intermittent outages returning yet again after approximately 6-7 days.
All I'm asking here is for Xfinity to make this right for me and my neighbors. I don't want to make a big stink about it but my options are running out, Xfinity does not exactly make it easy for a customer to escalate a support case.
XfinityThomasA
Official Employee
•
2.3K Messages
3 months ago
Thank you for your feedback, and for joining the Xfinity Forums community, user_hujzhr. No one likes a service interruption, including us. Keeping the services accessible and reliable is more important than ever. Our technology and engineering teams work tirelessly to support our network operations 24/7 to ensure network performance and reliability. As a quick reminder; the best way to receive updates about your services is by using the Xfinity app, the Status Center via, or by texting OUT to 266278 (COMCST). The app works great to troubleshoot if nothing is reported.
If you were affected by a recent service interruption, you may be eligible for a credit to your account. To get started, check your eligibility for a credit. If your account meets all requirements for eligibility, a credit will be applied automatically.
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user_1u6klh
4 Messages
3 months ago
[Edited: "Solicitation"] They are not fulfilling their agreement and are giving you the runaround. I reported them to the BBB after the latest outage (they block all contact with customers during an outage). They called me back this morning and lectured me about their policies and said they would not change anything. I hung up. They then shut off my internet! - this occurred while I was filing a report with the FCC. Maybe if there were more BBB and FCC reports filed on them, they would consider changing their policies?
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user_t1rr4i
1 Message
3 months ago
I too have had continuing issues with my internet only service. It seems like every other day for several months now I lose internet service. I get a text from Xfinity telling me they've detected a problem and are working to restore service by a certain time. I cannot call anyone at Comcast to find out why this is occurring. When I do call, I am basically told what I already know and never given a reason for the regular outages nor am I able to speak with anyone "higher up".
I have had it with Comcast and will be switching to another ISP as soon as I can.
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user_hujzhr
9 Messages
3 months ago
I am the original poster/thread starter. Thus far it has been one week without any disconnects/loss of internet. However as I noted in my original post, I have been able to go one week without issue before, and so it is my intention to "let it ride" for another week+ and re-evaluate after that time. Xfinity has been in contact with me on here via direct message and I have also received a phone call from the "Xfinity Executive Office" on 1/22/25 asking about the details of my complaint. The lady I spoke to was cordial and polite, seemed genuinely concerned, and left me her direct number should I need to contact her in the future.
I should also note that on the day I created my original post here, I also filed a complaint with the BBB regarding the same. Should Xfinity choose to respond to this complaint, I will then inform BBB of the status (resolved or not resolved) of this issue.
Details of consequence thus far:
> My firewall has not logged any WAN disconnects (total loss of internet service) in the past 7 days.
> My firewall has not logged any WAN high packet loss (degraded internet service) in the past 7 days.
> My cable modem does still log occasional T3 timeout errors, however this has not affected my internet service as of the past week.
I will be back to keep everyone updated.
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user_hujzhr
9 Messages
3 months ago
11 days of solid service but now we're back to having outages! 😡
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user_hujzhr
9 Messages
1 month ago
Update: after having been in contact with Xfinity Executive Support and several actions by the maintenance team, my internet is now mostly reliable. I've gone from experiencing daily outages to experiencing a brief outage once a week or so which generally lasts around 2 minutes. That is not perfect and is not what I pay for, however the frequency and duration of outages is MUCH better than previously experienced. I have a number to Executive Support should I need to contact them again, however it appears this is the best that Xfinity can deliver at this time.
I should note here that the last line tech (not inside tech but an actual line tech with a bucket truck) stated that my home and the home of one neighbor are now the only ones experiencing intermittent issues. I shall also note that Xfinity issued me a bill credit for what I assume is the cumulative amount of time that I was without service, and they did so without me requesting it, so they are trying to make things right. I appreciate everyone's efforts thus far; maintenance crews, my contact at Executive Support (thank you Shelly!) and everyone else. I will update this thread if there is any further resolution.
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