Visitor

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2 Messages

Monday, September 15th, 2025

Internet keeps on dropping connection or becoming really slow

Our internet has been dropping or becoming unbearably slow, to the point where we can’t even load a Netflix movie. We have been having this problem for 9 months. We have contacted customer service more than 20 times! Every time they run tests they say its healthy or fine but it’s like they don’t understand the word inconsistent, sometimes it works, most of the time it goes out and stays like that for 8 hours. They always end up sending a technician out but that doesn’t help at all, they changed all of the lines to our house and to our modem 5 times, still nothing.  We changed our modem about 30 times still nothing i work from home and it’s getting to the point where I’m going to lose my job and that’s truly unacceptable. I believe it has something to do with the lines in my neighborhood somewhere because it’s even happening at my grandmas up the street from us. Like I said I really need help here. We have been customers for over 10 years to xfinity and I really don’t want to have to switch service, but if it keeps on affecting my job then I will have no choice.

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Official Employee

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841 Messages

5 hours ago

Hello @user_u2ceo9 Sorry to hear about your experience so far. We certainly want to help you figure this out and will stick with you through the resolution. Please send us a direct message with your full name and service address so we can troubleshoot further and take a deeper look at everything that's happened the last few months.

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging 
Click the "New message" (pencil and paper) icon 
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there 
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list 
- An "Xfinity Support" graphic replaces the "To:" line 
Type your message in the text area near the bottom of the window 
Press Enter to send it. 

Visitor

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2 Messages

Done, thank you for responding quickly!

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