Previously (almost) Flawless Connection Suddenly Gone bad

Been an Xfinity internet customer for over 6 years. Uptime has been damn near 100%...until Monday of this week. Suddenly, several times a day, since Monday, I - and my neighbors (this is a key point) - all lose our service simultaneously. Might be for 2 minutes, might be for 32 minutes.

If several in the neighborhood all lose service simultaneously, the problem is not likely to be equipment or wiring inside my home. But this is all the phone techs are scripted to look at.

There is obviously a problem further up the the Xfinity line that they are not addressing. A tree limb on a line...a bad junction box...a loose connection on the "node" that feeds our neighborhood. I have no idea. But it ain't in my house...guaranteed. And when I call the phone tech to report this, all she wants to do is troubleshoot my modem and send a tech to inspect the wiring in my house. And she even admits to seeing multiple outages this week in the neighborhood.

But she can't get off script. If I hear one more time "We thank your for your patience and empathize how frustrating this can be to not have service...blah blah blah..."

Beyond frustrated.

Hoping Xfinity monitors this forum and can escalate to someone to look into this obvious line/system problem in Cobblecrest neighborhood of St. Louis Park, MN.

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Responses

EG

Expert

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111.4K Messages

4 years ago

Concern moved here to the Customer Service help section for greater exposure to actual Comcast employees for assistance.

user_a36a32

Visitor

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3 Messages

@EG

Thank you...wasnt sure where to put this. First time forum user

4 years ago

CCHeather

Problem Solver

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1.1K Messages

4 years ago

@user_a36a32 Thank you for reaching out to the Digital Care Team. There is a process that needs to happen in order to get this resolved. First, we complete remote troubleshooting within the home for whoever is reporting the issue (this is required). If the issue is not resolved we can send a technician out to check the connection in and to the home. If the technician does not find anything in or near the home, they will continue to check the outside lines (pole, nodes, etc.) I would recommend your neighbor reach out to us as well.

If you would like to continue through these steps please send us a PM with your first and last name, as well as house numbers to your service address. To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select Xfinity support and you will be able to speak with the next available specialist.

user_a36a32

Visitor

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3 Messages

@XfinityHeather

Thanks for writing Heather...but this is my exact frustration. It is NOT in my house if my entire neighborhood is experiencing the same issue at exactly the same time. Your system can SEE that. Solve the problem...not the symptom. Please don't tell me what is "required" when you've had multiple reports all week, by multiple users in the same neighborhood.

A simple analysis will show almost 100% uptime in this neighborhood for years. And suddenly the entire neighborhood goes down multiple times per day for days in a row. And this doesn't flag anything internally at Xfinity???

I should not have to go through the 60-90 minutes of time to troubleshoot my modem, host a tech for how long to inspect my wiring, and whatever else is "required" just so your guys can check some boxes. Really NOT good customer support. I've already spent almost 90 minutes on this problem this morning.

Please send a technician to the neighborhood to troubleshoot this problem OUTSIDE of 10+ people's homes who are experiencing the same issue. Many of whom have called this week BTW and we all get the same run around

Reboot your modem
confirm all is working
might be something in the house...we can send a tech
"Oh wait, now it's up so it must have been fixed"
Only to have it drop 10 minutes later

Can you understand why I - and my neighbors - might be a little upset and frustrated with Xfinity right now??

4 years ago

CCHeather

Problem Solver

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1.1K Messages

I understand where you are coming from. A technician can only be sent to a job if it is linked to a residence, even if multiple residences are affected. It can be linked to yours or someone else's account, either way a technician would be able to look into the problem. Unfortunately, we can not see any information or results on the neighbors services until they reach out and follow the same process. There may be an existing job in the area, but we are not able to see it without the requested account information. I would love to be able to check for you as well.

I no longer work for Comcast.

4 years ago

user_f9e06a

Visitor

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3 Messages

@XfinityHeather I live next door to @user_a36a32 you responded to above. I assure you, this is not a connection to an individual home issue. It's not an individual modem issue. It's a repeated and inconvenient outage at your St Louis Park demarc point. This is validated by the Outage Map and text notifications any Xfinity customer can receive through the Xfinity mobile app, which has clearly indicated a full outage for 51-500 customers numerous times this week. I'd be happy to share a screen shot of each Outage Map notification, but I'm not able to upload an image file to this response.

Let's save your technicians the time and energy - along with minimizing the frustration of customers - of trying to resolve this issue by visiting individual homes and resetting modems. Let's focus on taking a look at the source of the problem that is affecting dozens and hundreds of homes....in this case specifically the Cobblecrest neighborhood of St Louis Park.

Best I can tell, the Outage Map indicates the SLP demarc point "near" Cedar Lake Road/Louisiana Blvd has been having the issues leading to repeated outages. The map is not overly detailed, but that's my best guess based on the dropped pin.

Thanks in advance!

4 years ago

user_f9e06a

Visitor

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3 Messages

Outage Map screenshot linked. If this was time/date stamped, I could send you three of them....all from outages taking place this week.

[Image Removed: "Personal Information"]

(edited)

4 years ago

user_f9e06a

Visitor

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3 Messages

"Unpersonalized" now. Sorry.

(edited)

4 years ago

Customer Service

user_a36a32

Previously (almost) Flawless Connection Suddenly Gone bad

EG

user_a36a32

CCHeather

user_a36a32

CCHeather

user_f9e06a

user_f9e06a

user_f9e06a

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