7 Messages
Internet access yo-yo's up and down all day - Cannot get an answer
My internet access goes up and down dozens of time during the day....sometimes, 5 or 6 times in a couple of minutes. This has been going on for 3 months now and is getting worse by the day. Have replaced the modem/router...no difference. Cannot get a field service tech to the house, tried half a dozen times, including my local Comcast store putting in a request. Each request is denied. Driving around I find a Comcast portable generator hooked up to an electrical distribution/meter/panel ground pedestal/box...of which the meter is actually missing. A Comcast trailered diesel generator, which, appears to run off and on and has a standard 120v 16amp extension cord running into the electrical box....which is next to a Comcast/Electrical debarkation block. I can provide full ID info on the trailer and the location. It's tire is booted and it has been there awhile at least 2 months. I'm guessing this is my, and other neighbors issue. How to can I get a definitive answer on the problem and timing of the solution since Comcast Customer Service doesn't appear to have access to much of anything going on in the 'field'. They had told me they have no clue as to what Comcast in the field is doing....one individual said it was like two different companies that do not communicate. (PS. the AI BOTS are worthless....rebooting the modem doesn't fix anything) SO, to be clear, my TV service is fine, my modem/router/gateway is up and running and I have internal 'Intranet' connection....we just do not have reliable 'INTERNET' access. Finally, it is highly embarrassing to be a zoom call and it drops four or five times. Anyhow, is there anyone in the entire know Comcast UNIVERSE that can help me ???? If not let me know and I'll find another solution....the current situation for the cost is not acceptable. Thanks for your time if you are a real person !
XfinitySara
Official Employee
•
1.3K Messages
1 day ago
Hello, @user_6ar0gz! Thank you for taking the time visit the Xfinity Community Forum and create this post regarding your intermittent connectivity issues. I am sorry to hear about the trouble you've had reaching a resolution, and I'd love to see what I can do to help! You've come to the right place :) Our Digital Care Team is awesome to work with, and we do have a way of communicating with the field team in your area as necessary. First, for your and the community's sake, may I ask if you've recently reviewed these Connection Troubleshooting Tips? If not, that is a great place to start! There may be something listed there that you haven't thought of yet, or tried changing on your end to see if the connection can be improved. Please let me know if it helps at all. Secondly, I'd like a little more information around your previous requests for a Trouble Call (tech visit). Have you been given any reason(s) why scheduling an appointment has been denied? While we typically recommend starting in My Account or the Xfinity App where you can also access the Xfinity Assistant when experiencing service concerns and wanting to troubleshoot, our team can definitely take a closer look when you need us to. Just let me know if you notice anything new while checking out the troubleshooting checklist, and we'll remain here to support you however we can!
8
0
EG
Expert
•
107K Messages
1 day ago
The concern is not "accessibility / disability" help related................ Topic moved here to the proper help section for assistance.
1
0