Repeated Internet Outages for Over 3 Weeks – Need Urgent Help

My internet has been experiencing random outages multiple times per day for over 3 weeks. These last for several seconds to more than a minute each time, making it unreliable for work, especially Microsoft Teams and Zoom calls.

A technician visited on February 17th and confirmed that the issue is due to a problem in the Xfinity box outside my home. He said a maintenance crew would need to fix it.

I contacted Xfinity again on February 21st, and a live chat agent told me that the maintenance team had been contacted and that the repair would be completed by 10:00 AM on February 22nd.

However, I have not received any confirmation that the work was done, and the problem is still occurring. I have tried reaching out again but have had trouble getting past the automated system to a live agent.

I need an update on this situation ASAP. Can this be escalated to a supervisor or senior technician?

Responses

user_d5ce88

Visitor

•

2 Messages

2 months ago

I have now completed close to two hours of continuous connection logging using a ping test, and the results confirm that my internet is now completely unreliable, with worsening failures.

Updated Findings from My Ping Test:

303 instances of "Request timed out" – My connection completely dropped 303 times (5% packet loss).
Multiple instances of "General failure" or "Destination host unreachable" – My router lost connection to Xfinity entirely during these moments.
Maximum latency spike: 1523 ms – Extreme lag is making work, video calls, and streaming impossible.

These failures are now happening every few minutes, proving that this is not an isolated issue but a worsening, ongoing failure.

A technician already confirmed on February 17th that the issue is in the Xfinity box outside my home and that a maintenance crew would be needed. I was told this would be done by February 22nd, but it has not happened, and my service is now barely functional.

I Need an Immediate Update on the Following:

1️⃣ Was my repair request ever actually scheduled?
2️⃣ When will a maintenance crew be dispatched to fix the issue?

This is now beyond an inconvenience—it is a complete service failure.

I have pasted below a summary of my full ping test log as proof of these failures. I was unable to attach the complete ping log file to this comment, but I can upload it or email it if you provide an alternative way to submit it.

Ping Statistics for 8.8.8.8:

Packets: Sent = 5,552, Received = 5,249, Lost = 303 (5% loss)
Approximate round-trip times (ms):
- Minimum: 21 ms
- Maximum: 1523 ms
- Average: 26 ms

XfinityChristy

Official Employee

•

2K Messages

user_d5ce88 Hello and thank you for reaching out via our Xfinity Community Forums. As someone who works from home I understand how incredibly frustrating these ongoing internet connection issues must be, especially when they're impacting your work and important calls. It's truly disheartening when you're dealing with intermittent service, and I'm so sorry you've been experiencing this for over three weeks. It's particularly concerning that a technician identified the issue and you were given a specific repair timeframe that hasn't been met. I can also understand your frustration with not receiving confirmation that the maintenance was completed and the difficulty you're having getting through to a live agent.

I want to help get your questions answered and this resolved as quickly as possible. To do that, would you please send me a direct message with your full name and service address? This will allow me to access your account and get the process started immediately.

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

I'll work to get you an update and a resolution as soon as possible.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 months ago

EG

Expert

•

110K Messages

2 months ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

Customer Service

user_d5ce88

Repeated Internet Outages for Over 3 Weeks – Need Urgent Help

user_d5ce88

Updated Findings from My Ping Test:

I Need an Immediate Update on the Following:

Ping Statistics for 8.8.8.8:

XfinityChristy

EG

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