Internet cutting in and out

My internet has been cutting in and out. In talking to my neighbors, they have been having a similar problem. I had a tech come and he first said it was my equipment (I have my own modem and router). I told him the neighbors have been having a similar issue so When I told him it was an issue of the internet not being available and that it effects the channels on the TV as well, he went out to look at my connection on the outside of the house. He changed a few things saying they were wet and a little rusted. He said that should do the trick. Not even 10 minutes after he left, it he internet went out again and has continued on and off again since. My neighbor says her channels are continuously freezing as well. This started roughly 8 days ago and I need it addressed if I’m going to continue paying top dollar for a service that isn’t reliable.

Responses

XfinityKrista

Official Employee

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1.5K Messages

1 year ago

Hello @daielloj, thank you for taking the time to reach out on social media. I rely on my internet daily and can appreciate you wanting it to work consistently. I'd be happy to run some troubleshooting for you today. Troubleshooting can also be done through the My Account App or online at https://www.xfinity.com/support/internet#troubleshooting.

To access your account, will you please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

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XfinityKrista

Official Employee

•

1.5K Messages

1 year ago

Thanks for taking the time to reach out @daielloj. We look forward to working with you.

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U

user_w303gl

6 Messages

Why cant you people speak with us? [Edited: "All Caps"]

(edited)

9 months ago

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user_w303gl

6 Messages

9 months ago

I’ve been dealing with this for 3 months and no help what so ever from them. The worst customer service ever. I NEVER had this trouble with AT&T. THIS COMPANY IS MORE EXPENSIVE AND WORSE SERVICE

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XfinityAmira

Official Employee

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4.1K Messages

Hello @user_w303gl, thanks for taking the time to reach out to our forums. We appreciate you being a customer with us and my team is here to support you. I hate to hear you have not received the help you need with your streaming service issues, this is never the experience we want for our customers. My team is here to assist you and would be more than happy to further look into these issues/concerns. Please send us a Direct Message. Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message icon” (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the To line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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9 months ago

0

Customer Service

daielloj

Internet cutting in and out

XfinityKrista

XfinityKrista

user_w303gl

user_w303gl

XfinityAmira

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