3 Messages
Internet Keeps Dropping but can't get Live Agent
My internet started just randomly dropping throughout the day for like 30-second periods and causes all my devices to stop working. I've gone through troubleshooting steps and none of them have worked, but I can't reach a live agent. The phone number just redirects me to the AI chatbot and the AI chatbot refuses to connect to a live agent.
How do I get a live agent to either troubleshoot or have them send a technician to fix the internet modem so it starts working properly again?
XfinityVianney
Official Employee
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2.2K Messages
10 months ago
Thank you for reaching out and creating a new post. Besides the network drops, I hope your weekend has been great so far. I am sorry to hear about the issues you've been facing with your internet dropping throughout the day. I can imagine how frustrating it must be when all your devices suddenly stop working for 30-second periods. I rely on my network daily, so I can understand what a headache this would be.
It sounds like you've already tried troubleshooting on your own, but nothing has worked so far. I completely understand your frustration, especially since you're having trouble reaching a live agent to get the help you need. I am grateful for all your time and efforts. I thank you for being proactive and trying multiple steps on your end.
I know how important it is to get this fixed, and I appreciate your patience while dealing with Xfinity Assistant. It must have been really discouraging when it wouldn’t connect you to a live agent. Please know that I'm here to help, and I want to make sure we get this resolved for you as quickly as possible.
I did check the area, and I didn't find any report issues, which is great. That said, I see you have a significant amount of timeouts listed. To confirm, did you ensure all the cables appear in good shape, check and/or bypass any splitters, and ensure no visible issues with the gateway? Any other speed issues or performance problems that you've seen besides the drops?
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EG
Expert
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111.1K Messages
10 months ago
@user_tdl @XfinityVianney
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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