Visitor
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4 Messages
Persistent Cold Weather Outage
We are a long term Xfinity customer in the mountains of east Tennessee. Some years ago (a little over 5 years) there was a severe storm that affected the home above us. Lighting strike looked like, The speed of it left voltage on all of the lines for a bit and we think the distributor line amplifier for our house was weakened. did not outright fail, but we now have persistent outages based on temperature.
Every winter for five years when the temperature gets around 20 degrees we often lose the internet. Fulfillment technicians have come many times but do not have the tools or management to work on the line and associated equipment.. It is not inside our building nor is it other equipment. Twice line technicians have come, it is usually warmer when they get here, they run diagnostics and since the diagnostics run they say the unit is fine and they leave. Downage history shows this correlation.
We have been at this location for many years and did not have this issue prior to this incident.
We work at home and cannot work when this happens. We have attempted many times to get this resolved by swapping out that unit, to date no one has done it.
Suspect that is a policy. But the cost to you likely outweighs the cost of several visits that have now occurred and will continue until the issue is resolved.
Frequently we receive solicitations from Xfinity on other things which we have not considered due to this level of support.
Can you please escalate this and get a NEW line amplifier / distribution unit for our location so we can stop this.
Thank You
Chuck [Edited: "Personal Information"]
XfinityJamesC
Official Employee
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2.7K Messages
1 day ago
Greetings, @user_bfiah5! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum about this intermittent recurring issue. You have definitely come to the right place for assistance.
If you could 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.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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user_bfiah5
Visitor
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4 Messages
6 hours ago
Yesterday we submitted a post that defines that we have an issue with the incoming signal on the line NOT inside our building. Received a response promptly, thank you. But was concerned that a text was sent to us asking us to go through some testing steps for our inside equipment. That is not needed. We have explained this in detail. What we need is a line technician with a boom truck and a replacement amplifier / distribution device that feeds our building. Can we get confirmation on any of this?
Thank you
Chuck
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