Lack of data on cell, lack of xfinity Hotspot in my area

There is a localized Xfinity Mobile / Verizon cell tower failure causing a complete data blackout (0.00 Mbps throughput) within a 0.5-mile radius around my home address. Signal bars display , but zero packets pass through until traveling 0.5 miles away. Front-line reps refuse to open a Tier 2/3 network engineering ticket. I require an immediate escalation to Network Operations to investigate the local cell node. This could be remedied by an escalation into Verizon tower or addition of Verizon Hotspot at my property. The address is [Edited: Privacy]

Responses

Oldest First

Selected Oldest First

XfinityCliff

Official Employee

•

838 Messages

9 hours ago

Hello @user_0oiwml, and thank you for reaching out here on our Xfinity Community forums.

We appreciate the detailed information you provided. Having cellular signal showing on the device while mobile data consistently stops working within a specific area is something we’d like to take a closer look at. We can review the Xfinity Mobile service with you, complete the appropriate troubleshooting, and determine what additional escalation may be needed.

Please send our team a Direct Message with your full name and complete service address, and we’ll work with you from there.

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

Click "Sign In" if necessary.
Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
Click the "New message" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support".
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.

Click Here For an example of how to send us a Direct Message.

0

Network

user_0oiwml

Lack of data on cell, lack of xfinity Hotspot in my area

XfinityCliff

New to the Community?