Visitor
•
5 Messages
My Xfinity Internet Cuts out
I have suffered for several years, with short term internet loss. By the time I activate the Xfinity Chat AI, the Internet is back at full speed and nothing appears wrong in all the tests The AI chat robot does.
Finally on February 24, I activated the chat AI quickly enough for it to detect a problem and triggered a service person for February 26. Of course when the service person arrived everything was running well. He checked a few things and said everything is fine and left.
Subsequent to that I once again caught a failure with the Chat AI and it offered to send another service person but I resisted thinking it would be similar waste of my time.
finally the failures occurred so often 2 to 4 times per day on March 18 I caught a failure with the Chat AI and accepted its offer, and another service person arrived on the 19th of March. this one was actually willing to do something. He first, wanted to change my incoming line, but, i convinced him to check the input signal where the feed comes out of the ground. His device detected an unstable signal, and he contacted his office to inform them. then they managed from the office to improve the signal to the point where it showed strong and steady on his monitoring device. The office said they would monitor it for a couple of weeks. I asked him who to contact after that time and he gave me his telephone Number.
For the next two weeks I only had 1 failure per week.
This is six weeks later, I get 2 (two) to 4(four) failures per day, at random times with some failures clustering around 10:00A.M. and some between 1:30 A.M. and 6:30 A.M. I summarize them and send them by text to the last tech that left me his number. I have received no answer from him (He was an out of state loaner to the area).
These failures are totally disruptive and I have no idea what my next steps should be. I have asked prior if there was anyway to monitor the signal before it goes through my equipment cable line and connections. the answer was "No".
I have another internet provider at my northern locations, might get a signal input failure once or twice per year.
EG
Expert
•
110.7K Messages
1 month ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
0
0
XfinityAirelle
Official Employee
•
2.6K Messages
1 month ago
0
0
user_szpxvv
Visitor
•
5 Messages
1 month ago
I found the Icon but none of the Sub menu items lead to anything that can be used for "Direct Messaging"????
2
0
user_szpxvv
Visitor
•
5 Messages
27 days ago
Service Person came and everything tested well. Asked to replace an 8 foot long coax that was about 15 years old, that had been spliced between house box and my inhouse coax cables. after cable replacement failure rat went from 4 per day to one every two days. Also have requested tap to be replaced where system comes out of ground. Could possibly get me to no failures.
0
0
user_szpxvv
Visitor
•
5 Messages
24 days ago
It is now May 8, I have not had a failure since April 30 7 days. So by replacing the 8 foot cable I have gone from 4 cut out type failures per day to none in 7 days. The Florida climate does a number on the cable to cable connectors over time. This cable has been in place for about 14 years. .
It took me about four months, 4 service visits and me demanding that the cable be changed to get the problem resolved. out of four service visits two conclusions were that it was my modem that causes the problem, one was that nothing was to be fixed and one detected a variable input signal which was rectified from the Comcast end.
There should be a replacement and cleaning of all coax connections to the house system bey the service people if the system has not been visited in more than 3 years.
The problem now appears to be rectified.
1
0