U

Visitor

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5 Messages

Sat, May 7, 2022 1:35 AM

My internet doesn’t work!

I need an internet that works, the problem is in the cables that come from the street pole to the entrance to the central….  this cables is on the floor getting rain all the time… i need a solution….  My internet drops everyday….  I don't have stability to work from home!… but my payments are not late….

Latoque

Expert

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29.1K Messages

18 d ago

Moved from Email forum

Official Employee

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640 Messages

18 d ago

@user_06067a

Good afternoon! We appreciate you taking the time reach out to us here so we can address this concern with your connection. I can certainly appreciate how important it is to have a stable connection at all times but especially when you rely on it for work. We are here to help!

First, can you tell me a bit about this issue, please? You mentioned that cable connected outside is on the ground. Has this come loose from where it is originally connected? Are you having connection drops with both a wired and wireless connection, and have you tried any troubleshooting such as replacing the wires in your home and ensuring the connections are tight and connected properly? We want to drive to the heart of this concern to give you our best support possible.

Visitor

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5 Messages

@XfinityDevinC​ 

So, the cables are on the floor… everyone who lives nearby, and the other neighbors have the same complaint….  already can not take more restart of the modem….  I have cameras in my house and I don't have a connection for a long time because I don't have a working internet….  when I return home, everything freezes!… cell phone, laptop, cameras and TV….  no chance of making it work….  I already gave you my address and I can send you an email with photos attached to you….  Just send me an email to resolve this….  the internet doesn't delay, I pay direct so I don't have a problem, now, I'm paying for something that doesn't work!….  Technician came and checked….  He also stated that it won't work the way it is....  I need someone responsible to look into this….  thanks for listening!…

Official Employee

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765 Messages

Thank you so much for those additional details! We definitely want to help get this resolved for you as I can see how those ongoing issues would be frustrating. We are here to help! 

 

Please send us a private message with your name and service address to "Xfinity Support" by clicking on the chat icon at the top right of the page. 

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