Visitor
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1 Message
Outages daily and unable to link two accounts
We have service in Jacksonville Beach, Florida. We have frequent brief outages, almost daily. Typically right in the middle of something important, like a Zoom call. The problem is so frequent that we are researching IQ Fiber and ATT as alternatives. I suspect each of these alternatives have their own issues (IQ requires you to use their equipment including router, which sounds quite weird). We are very frustrated with this situation, and severely disappointed in the reliability of the Xfinity connection. This is basic stuff - we just want a reliable connection. We use robust Unifi/Ubiquiti gateway and networking gear - they are decidedly not contributors to our connectivity problems.
Another issue is that we have a second home in Colorado. We have been unable to get Xfinity to understand that my mobile phone number should be the registered number for both of these accounts. Spent 30 minutes on the phone once trying to get this fixed but finally had to give up, the CS person insisted that they could fix it but it became obvious after a while that they were in fact, clueless.
This is basic, people. We pay a a lot of money every year to you guys. Why is your system so fragile in the north Florida region?
EG
Expert
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114.5K Messages
5 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityThomasC
Official Employee
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3K Messages
5 hours ago
Hello, @user_hwr1ef sorry for the inconvenience. Experiencing multiple service interruptions is not the experience we want for our customers. Could you please send our team a direct message with your full name and full address? To send a direct message:
1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
If I understand about mobile situation correctly, a mobile phone number cannot be registered to multiple accounts. Each mobile number is unique to a single account. If you need to manage multiple accounts, you can link them using a single Xfinity ID, but each account must have its own distinct mobile number.
For more details see:
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