Visitor

 • 

1 Message

Wednesday, September 3rd, 2025

Multiple outages daily for 3 months escalation required

My area has been having multiple (10+) random internet outages every single day since June. These drops are between 12pm-6pm and last between 1-30 minutes each. These outages show up on your outage detection map daily 

In July I called technical support and he noticed these daily outages and his reasoning was there was construction going on and it should stop in a few days. The issues never stopped and after 3 weeks we called again and this time they sent out a technician to my house. From speaking with the technician he told me that there is a new Node that they believe is causing the issue and the ticket for it has been escalated. Now 2 weeks later and the issues is still persistent what else are we supposed to do.

My fiancé works from home and the both of us do online gaming which negatively affects our daily lives. I'm looking forward to having a stable network connection again soon. And would be happy to share any needed details required.

[Edit: Removed caps]

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Expert

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113.1K Messages

3 days ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

Official Employee

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2.2K Messages

3 days ago

 

Bonsushie I know how important a stable connection is so I would be reaching out if I were in your shoes too. Our team is happy to troubleshoot and investigate your account. Please send us a DM with your full name and complete address. 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e

 

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