Visitor
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4 Messages
Intermittent TV Dropouts – In-Home Tech Confirmed Degraded Signal at Tap (Line Maintenance Needed)
Hello,
I am experiencing frequent, severe signal drops affecting my TV service multiple times every single day. This issue has been going on for a few months. Have already replaced the cable box and had an in-home technician come out to our home.
A standard Xfinity in-home technician recently came out to troubleshoot. After testing the lines, the technician explicitly stated that the issue is not inside my home, nor is it a problem with my drop line. The signal arriving directly to the outside tap is already heavily degraded.
Because this is an outside plant / infrastructure issue on the mainline, the in-home tech was unable to fix it and noted it required a line crew. However, the daily dropouts are continuing unabated.
I need an escalation specialist to:
- Look up my account notes from the recent technician visit.
- Verify if an outside-plant (OSP) maintenance ticket was successfully submitted.
- Escalate this to the local area line maintenance supervisor so a bucket truck crew can service the neighborhood node or pedestal equipment.
Thank you for your assistance in getting this infrastructure issue resolved.
user_3965bm
Visitor
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1 Message
7 days ago
I am also having intermittent tv drop outs as of yesterday 10/11/2026
[Edited: "Personal Information"]
(edited)
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XfinityThomasD
Official Employee
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2K Messages
7 days ago
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crazeeafguy
Visitor
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4 Messages
2 hours ago
The appointment I was supposed to have on Saturday, October 17th was accidentally canceled when I was getting my phone out of my pocket to reply for the confirmation. I contacted Xfinity Assistant immediately (within a few minutes) and was told that my slot had been lost.
They immediately tried to reschedule me for Monday the 19th. I had already taken Saturday off to be home for the visit and couldn’t afford to take an additional day off. This conversation went back and forth for awhile and the representative finally put my on the waitlist for 4-6 PM, which was canceled by the system.
I was finally able to get someone on the phone and explained my situation. I explained that the previous tech said that the low side signal was bad but that the high side (Internet) was fine. I explained that the IP (XI-6) that was in our bedroom was working fine. The representative said well why don’t you just go to the Xfinity store and get the box and install it yourself?
I made the trip to the store, waited for a good bit, and finally received the new box. Once I installed the new box there were some initial issues that resolved themselves within an hour.
My point is that all of these issues could have been rectified months ago if I was just given that information. I had to take two days off from work and we had to suffer through almost two months of almost unusable service.
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