Need escalation: recurring service drops since Christmas 2025 despite multiple calls and technician visit

I appreciate you getting back to me. I am following your directions, seeking resolution. 

If you would, send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. 

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/605e52b726aa974d6303…

I started that message before 12:00 PM PST today, can I use that existing message or do I need to create a new message again?

I have responded with the following: 

Good afternoon <Edited: Personal Information>!

Thank you for reaching out and having the Tech Ops team dig into this further. 

I wanted to make sure that all of the concerns that I brought forward are addressed, and you've done well with two of them. Here are the other things I'm seeking resolution for: 

- Escalation beyond standard troubleshooting
- Review of outage, maintenance, and impairment history in my area since December 2025
- A clear written explanation of the actual root cause (I'm certain this will occur after the Tech Ops team investigation has concluded)
- A concrete resolution plan
- Appropriate billing relief for the prolonged degraded service and the technician charges I was erroneously billed

Sounds about right. I don't know what they're doing to their system (even if we just had some transparency that they were tearing it apart and updating it I could give grace) but for the first time in 10 years as an Xfinity customer we've had issues about once per month since mid-December this year. Mostly (all?) with our TV service. But the same channels, about once per month, pixelate or throw errors. Two different TV boxes, etc. Seems to always start on a Friday afternoon and continue for a few days where we're told "no issues with anything!" And then within a couple days planned maintenance pops up on the outage map, outages within a mile pop up (that I'm told aren't related to my issue...logically, at this point, I have a hard time believing that), etc. Either the lower level support is provided zero information, or the Xfinity system is a mish mash of randomness. 

Literally all the trashing of Comcast I've heard in my life and I've always said, "we've had good service"...until this December. Again this weekend a few TV channels went goofy, nothing showing for outages, signal great, etc. Then yesterday "planned maintenance" pops up, an outage in the same place about a mile away pops up, etc. Today looks like that outage was resolved and *drum roll* our TV works again. Until next month I guess...LOL Try to get a credit and it says we haven't had any outages LOL. 

It's rather comical. And after our Internet "deal" ends this summer, if this stuff continues, it'll be difficult to stay with them. Here and there is "whatever", but this is starting to be pretty comical for us. 

Hoping you get yours squared away. I reached out to their corporate support as well and I'm waiting for a response. Like, just transparently tell us what's wrong with your system every month for the last 4 months LOL

Edit: And, give us the same great Internet deals you give new customers! Cause paying premium prices for what we've had for 4 months has been, uh, less than an "incentive to stay."

We also had a maintenance ping on the outage map in January, which actually didn't do anything to alleviate any of the issues we've been experiencing. I was hopeful the issues would be less frequent, and they actually seem to be getting worse and more frequent. 

For example, this last Friday night, our connectivity, latency, and down/up speeds were decimated from 5:40 PM to around midnight when my household was just like: "Sleeping is better than this,". 

Hello Jansen, I am checking in with you. The ticket says an email was sent, did you receive an email from your case manager? 

@XfinityJeffB​ Thank you for checking in.

I did receive an email which I posted about receiving yesterday. However, per your inquiry, the individual who reached out to me did not identify their relationship to the case. They have only identified themselves as: Paige V.

Below is the transcript of the email that I had received (in italicized, dark, red-colored font), timestamped at: 3/16/2026 at 11:17 AM PST, and my response (in italicized, dark, green-colored font) is below that. Please keep in mind that the email from Paige V. did not attempt to reconcile all issues presented, as you will see in my response, and I'm hoping that you may be able to help those along since Paige only offered to have the corporate Tech Ops team look into some specific issues regarding my complaint and escalation: 

Dear [Customer Name],

Thank you for providing the detailed information regarding the T3 and T4 timeout events, synchronization failures, and signal observations. I understand the outages and upload degradation you’ve been experiencing have been frustrating.

Based on the patterns you’ve reported and the healthy signal levels when the connection is stable, I agree that this may indicate a plant or node-related issue rather than an in-home wiring problem. To ensure a thorough investigation, I will be escalating your concern to our corporate Tech Ops team. They will review node health, upstream SNR trends, and any plant impairment or noise reports affecting your service group since December.

I will follow up with you as soon as I have additional information from the engineering review. Your patience is greatly appreciated while we work to identify and resolve the underlying issue.

Thank you again for providing these details—they are very helpful in diagnosing the problem.

Best regards,

Paige V.

Below is my email response to Paige V., timestamped at 3/16/2026 at 5:15 PM PST: 

Good afternoon Paige!

Thank you for reaching out and having the Tech Ops team dig into this further. 

I wanted to make sure that all of the concerns that I brought forward are addressed, and you've done well with two of them. Here are the other things I'm seeking resolution for: 

- Escalation beyond standard troubleshooting
- Review of outage, maintenance, and impairment history in my area since December 2025
- A clear written explanation of the actual root cause (I'm certain this will occur after the Tech Ops team investigation has concluded)
- A concrete resolution plan
- Appropriate billing relief for the prolonged degraded service and the technician charges I was erroneously billed

I have received no other contact since.

Thank you, @XfinityJeffB and please let me know if you have any questions. I am eager for Xfinity and myself to find, understand, and resolve the issues in a timely fashion.