U

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1 Message

Monday, June 16th, 2025 8:42 PM

Service drops out intermittently, but most of the time

For about a month now, most tv channels have been intermittently inaccessible. I get a variety of error messages saying "we're having trouble connecting," or "something went wrong," or something else that suggests there is a problem Xfinity is working on or that it's just a temporary thing. But it's been going on and on and on. The service is at a weekend home, and we've had a service guy come out a few months ago to deal with a similar problem. He said that there was a problem at the pole and that Xfinity would come deal with it the following week. I have no idea if that happened, but I do know that most of the time, I can't watch TV. Sometimes it will be fine, but then go south after half an hour or so. Sometimes some channels work while others don't. Oddly, the DVR seems to be able to record most things, but not all. And here's something key: Sometimes wiggling the connections leading to the cable box seems to cause channels to come back, but then it goes south again. I've tightened every single connection within an inch of its life, and then replaced the splitter and the cables from it, but it hasn't helped. Most annoyingly, I can't seem to find any way to get Xfinity to send somebody out to deal with it. So, here I am posting. Any thoughts?

Official Employee

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2.4K Messages

21 days ago

Hi user_tq5vxl, thank you for reaching out here in our Forum and including those great details. It sounds like you've already done quite a bit on your end to get a fix, so I appreciate you letting me know that in advance. Since you mentioned past tech visits and work at the pole, I'd like to research that a bit more. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? Here's the detailed steps to direct message us:
  • Click "Sign In" if necessary
  • Click the "Direct Message” icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
• Press Enter to send your message 

 

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