Moderator Assistance Requested – Ongoing Reliability Issue Impacting Work-From-Home Service

I am requesting moderator assistance regarding a long-running and unresolved Xfinity internet reliability issue at my apartment in Savannah, GA. I maintain my own individual Xfinity account for my unit. This issue has persisted for months and is no longer a routine troubleshooting matter.

When we first moved in, service was stable. A few months later, we began experiencing sudden and unpredictable internet drops, primarily while using computers. I work from home full-time, and my wife works from home occasionally. As such, consistent uptime and call stability are non-negotiable requirements. The outages are brief but occur multiple times per day and regularly interrupt meetings, VPN sessions, and video calls. Even when the connection is active, performance is unstable—video calls lag, streaming buffers, and real-time communication is delayed.

Despite this, repeated diagnostics through the Xfinity app and Xfinity Assistant consistently report that my service is “working normally,” even while I am experiencing multiple drops per day (previously as high as 8–10 per day). This automated assessment does not reflect actual service reliability and has prevented effective resolution.

Service History Summary:

• First technician visit: I was informed—both through the Xfinity Assistant and by the technician onsite—that there was a bad port outside the apartment building. The technician confirmed the bad port and stated that a follow-up visit would be required to repair or replace it using different equipment. I was told the issue would be handled internally, that I would likely not be contacted again, and that resolution would be evident once service stabilized.

  • Outcome: No improvement occurred in the weeks that followed.

• Second technician visit (Friday, January 2, 2026): The technician inspected the coax entry point inside my apartment and replaced the modem. He advised that if the issue continued, a new coax line would need to be run from outside to my unit, but that additional work would be required beyond what he could perform during that visit.

  • Outcome: The issue returned the following day and has continued to worsen.

At this point, I am experiencing 5–6 connection drops per day, along with persistent instability during normal use. Two separate technicians have independently identified likely external infrastructure causes (bad port and/or degraded coax line), yet there is no indication that permanent corrective work has been completed or even scheduled.

What I am requesting from a moderator:

1. Confirmation of whether the external port repair identified during the first service visit was ever completed.

2. Escalation to ensure ownership of this issue and follow-through on the necessary external infrastructure repairs, as already identified by technicians.

3. Assistance in restoring service to a level consistent with reliability expectations for a work-from-home environment, as the current performance does not meet that standard.

This issue has gone beyond basic troubleshooting and equipment replacement. I am seeking escalation, accountability, and a durable resolution.

Thank you.