Visitor
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2 Messages
Internet has been out/interrupted for over 3 weeks with no resolve
I am writing here as a last resort because I have no other options and not received any resolve. Work was done in our area on November 18 and since then we have had constant internet outages and interrupted service. When I say constant I mean in and out every 30 minutes, all day, every day. I work from home and am on high level meetings all day - I have been unable to use Microsoft Teams or do any video meetings for weeks now. It has been a huge disruption and frankly causing issues with my job. Our entire neighborhood is experiencing it. A comcast tech told our neighbor "the upgrade was [Edited: "Inflammatory"] and components aren't working". I have called on a daily basis for a week now and, when I can finally actually get through to a human, keep getting told "they're looking into it". We're now on week 4 and nothing has been done. I am appalled and don't know what else to do - you have not delivered service for nearly a month now to an entire neighborhood. Why would you not have techs out here around the clock ASAP until the problem is fixed when you're affecting hundreds of customers? Corporate needs to see this and address immediately, compensate us all for the month of loss, and get techs out here ASAP until this problem is fixed.
EG
Expert
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115.8K Messages
2 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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XfinityJeff
Official Employee
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633 Messages
2 months ago
Greetings @user_yml242, and thanks for posting your issue to the Xfinity forums, and thank you @EG for making sure we would see it quickly, I hope you are both having a good day so far. As someone that also works from home I can understand the frustration of having issues with the connection, but you have reached the right team that can take a look at this for you. Could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it
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user_oq9abe
Visitor
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1 Message
2 months ago
Exact same issue - Xfinity planned maintenance was performed in our area on 12/4. We began experiencing issues immediately. The outages were a few times per day until this past weekend where they have now become every 15 - 30 minutes. Our close neighbors identified that 1 neighbor who had recently upgraded his gateway to the latest white unit (from the older black unit) was not experiencing outages as the rest of us. Frustratingly, any troubleshooting with Xfinity, whether via the automated app or with a human, results in the identification of a "network outage" in our area that is expected to be fixed within the next X hrs. If my next door neighbor's system is working fine but mine isn't, then it isn't a "network outage". I suspected it was an upgrade system compatibility issue given the periodicity of the outages -- something within the network infrastructure is either tripping/rebooting itself every 15-30 minutes or otherwise failing. Perhaps the technical nuance isn't important in the end; you're right, they should be working around the clock to remedy this. And, what they shouldn't be doing is advising us customers to go to the local Xfinity store to obtain a new white gateway when there isn't one to be had (as my neighbor found out the hard way). Every technology company is going to experience problems at some point (just look at SONOS' major software rollout debacle last May), you just hope and expect they'd go the extra mile to clean up the mess. What I'm seeing thus far is that Xfinity is not rising to the occasion.
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user_2tz70i
Visitor
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1 Message
2 months ago
I have experienced the exact same situation. In Aug/Sept this year, we had 2 weeks of notifications from Xfinity that they were upgrading the network in my neighborhood. Ever since the "upgrade" my 2gbs down service has been completely unreliable and slow. I finally was able to have a tech and a supervisor out to my house last week and all they could tell me is that there is nothing wrong with my equipment, they blamed the problems on the "upgrade" and that so many people are having the same issue. I would dump Xfinity in a heartbeat if there was a fiber option available in my neighborhood. I saw someone else post that they have begun contacting the states attorney general instead of Xfinity every time their internet goes down. Since an Xfinity rep in person told me the problem is Xfinity and was told they don't have a solution, I think I too will start going down the states attorney path. At the very least maybe instead of a $5.84 credit they will actually reimburse us more commensurate by the interruption this "upgrade" is having on our ability to work from home.
First time I have ever asked a cable provider to "downgrade" my service.... If they don't know how to fix it, why the heck do they continue to perform this magical upgrades in other areas.... LISTEN TO YOUR TECHS if you aren't concerned about listening to customers
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user_sa8tiq
Visitor
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1 Message
12 hours ago
Xfinity came to do work in Atlanta. Since the internet has been down down 2-10 hrs/day for the last 5-7 weeks. It's been awful service. I will reach out to the states attorney as well, because there are no better options in my area. It's a monopoly.
(edited)
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