Xfinity Support

@XfinityAmandaB​

For about 9 months, I have been getting repeated errors on my modem that cause the device to reboot anywhere from once a day to once every few days. In an attempt to correct the issue over the past 9 months, I have replaced the modem, which was already relatively new, but the symptom remained on the new equipment. I replaced all the RG-6 cable from my modem to the DMARC this evening, removing any old splitters on the line in the hope that it would solve my issue. The new cable is one straight run from the modem to the handoff. Unfortunately, the errors persist, and at this point, I have done all I can do. 

I would appreciate a on-site technician to evaluate my upstream levels, but that has become a real challenge. I have spent an embarrassing amount of time trying to get the AI agent to provide any utility beyond asking if the modem has been rebooted. The AI Agent twice passed me to real chat agents, but the experience was somehow worse. Both agents confirmed a date and time for an appointment they said they created for me, but from all evidence, that appointment was never made. Please help.

Thank you for clarifying what was happening, @user_118604. I'm sorry to hear this has been going on all year, but you have definitely come to the right place for assistance. We can schedule a technician to come out and take a closer look at things, then follow up afterward to ensure the situation has been resolved or confirm our team is working toward a resolution.

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 take care of this for you.