1 Message
Internet dropped AGAIN and AGAIN
I have been having internet issues with my connection being dropped intermittently for Months...... Have had several tech's out in the past month
- Replaced modem multiple times, still issues
- Replaced the fiber/cable from the pedestal to the home, still issues.
- Another tech came out and indicated since I had internet at the time he couldn't help, he needed to be able to see logs within 2 hours of his coming out. Which the issue happened longer than that. He was very helpful and provided his phone number for me to text him when the issue happened again. I texted him on the next issue and he responded and indicated he would send this on to his supervisor. Still seeing issues.
- Called today and talked with 4 different people and explained the situation to all 4 in detail:
- First person said I needed to call a different number.
- The second person kept me on hold for over 30 minutes as she said she was reviewing.
- The third person told me it was an internal issue with an extender and why no other person told me this before. I questioned the customer service person as to why an internal extender in my home would affect my neighbor who is having the same issues, which she said "your internet is working NOW" so she fixed the issue for me and can't do anything about the neighbor.
- The fourth person from technical support scheduled for another technician to come out, probably to tell me the same thing, he can't do anything if the internet is currently working.
I have read this string https://forums.xfinity.com/conversations/your-home-network/multiple-internet-drops-every-dayno-solution/66fac850de8d1e3b5f454774 and find that is is very similar to my issues and it seems that Xfinity is not listening or doesn't care. I have also sent feedback to the President and Chief Customer Experience Officer Tom Karinshak.
Hopefully someone will actually be able to help with the issue.
EG
Expert
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111.6K Messages
7 months ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityMarcos
Official Employee
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2.4K Messages
7 months ago
Hi user_64jo0i, thank you so much for the detailed post, and for all the time you've shared to get this intermittency resolved. I can imagine how annoying it's been, and far from ideal, but I'd love to help make sure we take the steps to finally get your connection working as it should. Since you mentioned there have been multiple tech visits, I'd like to review those and make sure we take the best path forward. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? 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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user_vovntv
1 Message
5 months ago
Having same issue.for last 3 month. Multiple calls ,tech come out twice say everything looks good. Internet shuts all tvs off and get message check cables. These are wireless box's for TVs. Says nothing they can do all looks good. Has worked fine for 3 years but now it's non usable without resetting 4 times a day. Paying $280 a month and they can not get working like supposed to. I am not sure what to do other than cancel survice!
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