Repeated Internet Outages Affecting Our Children’s Online School — Looking for Help

We’ve been Xfinity customers since 2020 and have relied on our service for years. Unfortunately, this is now the second week in a row that our internet has gone out during the school day, and I’m starting to get nervous about what this could mean for the rest of the school year.

Our children attend school online from home, so our internet connection is essentially their way of getting to school each day. They need to be logged in by 8:30 a.m. and need a reliable connection through 2:50 p.m. Their online attendance is crucial, and when the internet goes down during those hours, they can’t attend their live classes.

I completely understand that occasional outages happen and that not every interruption can be prevented. My concern is really the fact that this has now happened two weeks in a row. Our children also have required standardized testing at different points throughout the year, and I worry about what would happen if we experienced one of these outages during a testing day.

I’m hoping someone can help us determine whether there is anything we can do on our end to make our connection more reliable. Could our equipment or the line to our home need to be checked? Or are these recent outages part of a larger issue in our area?

We pay for Xfinity service because having dependable internet is genuinely important to our family, and until these recent outages, I hadn’t expected that getting our children online for school would be something I needed to worry about. Having this happen twice so early in the school year makes me nervous about what we can expect going forward.

I’d really like to address whatever is causing this now rather than spend the rest of the school year worrying each morning about whether they’ll be able to get online. If there is anything you would recommend that we do—or anything Xfinity can check on its end—I would sincerely appreciate the help.

My main goal is simply to make sure we have the most reliable connection possible for our children’s school day.