Visitor
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2 Messages
Request for technician appointment after confirmed signal issue
Hello,
I am requesting assistance coordinating a technician visit for an unresolved Internet service issue.
I subscribe to a 500 Mbps plan. Before exchanging my gateway last week, my connection generally tested between 600 and 700 Mbps, but service was dropping across all devices for approximately 10 to 15 seconds once per minute or more.
I exchanged the gateway at an Xfinity store. Since activating the replacement, the connection has become more stable, but speeds have remained around 7 Mbps across multiple devices.
Today, I completed the troubleshooting process through Xfinity Assistant. The Assistant identified an issue with the signal to my home. After restarting the gateway, it reported that another issue remained and that a technician was required. I selected “Schedule an appointment” several times, but the system did not provide an appointment or confirmation.
I have also contacted telephone support and was transferred among Technical Support, Security, Retention, and Technical Support again. During that process, one representative stated that there might be an attempted modem-cloning or security issue. The Security department could not confirm or resolve that concern and directed me to change my account password.
I would appreciate assistance scheduling a technician visit and confirming that the replacement gateway is correctly associated with my account and provisioned for my 500 Mbps service. I would also appreciate review of the signal levels and coax connection serving my unit, along with clarification regarding whether an actual security alert or case exists on the account.
Another unit in the building has also experienced connectivity problems, which may be relevant to the shared building connection.
I can provide screenshots showing the signal diagnosis, the recommendation for a technician, and the unsuccessful scheduling attempts. Once service is restored, I would also appreciate review of the account for an appropriate credit covering the period of materially degraded service.
Thank you for your assistance.
XfinitySeth
Official Employee
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1.5K Messages
9 days ago
Happy Tuesday user_uhql8g, and thanks for dropping by the community to share the issues you've been having with your internet recently. I'm happy to hear you were able to take advantage of the Xfinity Assistant for help identifying there may be a signal problem attributing to the issues you're seeing, so we definitely want to help get a technician out there to address those asap 👍
If you could send our team a direct message with your full name, the name listed on the account (if different), and the full service address associated with your account, we can ensure an appointment gets scheduled for you.
How to Send Us a Direct Message:
You can see how to send us a direct message here,
How to: Direct messaging within the forum | Xfinity Community Forum
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XfinitySeth
Official Employee
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1.5K Messages
7 days ago
Howdy again user_uhql8g 👋 I just wanted to swing by again to thank you one more time for working with our teams to ensure your speeds got back to where they need to be for your gaming. It looks like the provisioning signal we sent to the modem did the trick to bring those speeds back up after getting refreshed, so we should be good to go moving forward 👏
If you ever need us in the future we're always just a post away, so give us a buzz whenever you need help again! Have a great weekend ahead and take care 🙌
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user_uhql8g
Visitor
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2 Messages
3 hours ago
Updating this thread for documentation: the issue has continued and worsened since my previous post.
Tonight I experienced another severe interruption lasting approximately 60 seconds. My PlayStation, which is connected directly to the gateway by Ethernet, experienced the interruption at the same time as my phone on Wi-Fi. This confirms the issue is affecting both wired and wireless devices simultaneously.
I have also confirmed that another resident in my building is continuing to experience significant internet problems.
I have provided the requested account information by private message and am still requesting a technician visit to investigate the intermittent connection loss and possible building/shared infrastructure issue.
Thank you for any assistance in getting this scheduled.
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