Internet Issues For Several Weeks and Poor Customer Service

Hello,

We have been dealing with internet connection issues for several weeks now, and despite spending hours going through troubleshooting and support processes on my own and with Xfinity and having two technician visits (removed an old splitter and replaced cable running from pole to house), we still do not have a resolution. I even requested an escalation of this issue, was given a ticket number (Edited: Personal Information) and was told that I would receive a phone call about it within 24-48 hours, but I did not receive a response within that time.

I am writing this post as a last effort to reach a resolution of our issues. I have purchased entirely new networking equipment and we have had two technician visits that rectified the most likely causes of this issue within/around my home. Since this has continued, my assumption is that there is an issue with Xfinity lines/equipment further upstream, and I am requesting that this be investigated more closely.

If we do not reach a resolution by the end of the month, I will be cancelling my service with Xfinity in favor of another provider. I am aware of early cancellation fees and do not care. I will not continue to pay for service that I cannot trust.

The issue presents as follows:

We generally do not have full disconnects. However, it appears that there is something on the upstream causing enough of an issue to do things like interfere with MS Teams calls or cause jitter/latency and disconnects while online gaming. This is hugely disruptive as both my wife and I work out of the home, and we cannot trust our Xfinity service to be able to even handle a Teams call.

This issue started on a rainy day and does appear to occur every time it rains (ie last night). I have been monitoring the event logs on my modem (customer owned but confirmed compatible by Xfinity reps and technicians) and have been seeing the same critical/warning events each time this happens, sometimes up to several times per minute.

These events are as follows (MAC addresses have been redacted):

• Warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
• Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
• Critical No Ranging Response received - T3 time-out;CM-MAC=REDACTED;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.1;
• There have also been some T4 Timeouts, but I do not have the text of those on-hand.

These issues don’t seem to be something that generally affects standard internet browsing, and it’s possible that my neighbors are having similar events but not noticing them due to the differing ways they use their internet service.

I have been deeply unsatisfied with my internet service, as well as the support systems that Xfinity provides to customers. It takes entirely too long to get to the point where I can convince someone that I am having issues that a simple modem/router restart will not fix, and I have to start over each time I engage customer service since it appears that there is little to no record keeping of my interactions with your reps.

In addition, during these troubleshooting chats I have been given sales pitches trying to get me to pay to rent Xfinity’s equipment or upgrade to a higher tier of service, which is frankly a bit insulting. We already pay for 600mbps down and tend to have upload speeds of 30-40mbps. To be told that these speeds are not enough to support two individuals on two devices taking video calls or gaming is just a straight up lie, and it is ridiculous to be told “Well, pay us more money and this might go away.”

I am not generally one to be posting complaints on customer service forums, but I have never received such poor service from any company in my life. At this time, I would never consider recommending Xfinity to anyone else. In fact, I would actively warn against it.

My hope is that we can rectify this, and I can continue with my Xfinity service. It is a hassle to switch providers, but that’s something I’m more than willing to go through at this point.

Thank you for your time in reading this, and I will be on the lookout for your response.