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Visitor

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4 Messages

Sun, Nov 14, 2021 9:56 PM

2.4 Network is not stable or unable to connect

I've had ongoing issues from August 2021 until now Nov 2021. It was working from end of Sept to beginning of Nov - until the major California outage Monday the 8th.

When Xfinity combined the networks in August 2021 my IoT devices would not connect, so I had to break out the 2.4 and 5 networks. This worked for a while.

Then they had a crew on the street one day doing work, and when they left my internet was bad and the router/modem (all Xfinity) could not be seen by them to remotely troubleshoot. They sent a tech. He found an issue in the street and fixed it (said was hanging on by a thread). The connections worked when he left. The next day the 2.4 was not working again - or intermittent. Sometimes restarting the router would help but wouldn't stay connected for the whole day. They sent another tech who got the modem to be visible remotely but could not fix the 2.4. The advanced support then called and it was resolved and working great for a month.

Then this recent major power outage on 11/8/21 - I was back to square 1 again; 3 calls to main support, 2 to advanced support and 1 onsite tech who swapped the router. Still didn't work. When I called to check next steps they had closed the ticket!!!! And sent me back to level 1 support - wouldn't even allow me to talk to level 2 again. Just spent 1.5hrs on the phone with level 1 to say they want to send another tech to swap the router as that was what is in their book as next steps (which we already did 4 days ago).

Nothing else has changed in my set up - router in the same place, same computer, same phone, same furniture, etc. and I have spent 6 hours this week alone on the phone in person. 

I can't go into the advanced settings myself anymore and change the channels either. Or as it worked before is temporarily disconnect the 5 - hook up my devices on 2.4 then reconnect. 

We also have changed the name and password with no luck and every time that happens I have to reconnect all the devices which is a PAIN. If they could it get stable I don't mind but at this point I am not using them - including my doorbell. 

They can't even tell me what they did the first time to fix it. It is great when it is running but these recent changes and the inability to troubleshoot the network effectively is horrible.

If anyone else has something I can try or someone I can contact at Xfinity they can actually help take to a resolution that would be great!

Official Employee

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485 Messages

18 d ago

Hi there! We would be happy to assist you. Can you initiate a chat and start with your full name and address? To start a chat, please click the chat icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there! 

Visitor

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4 Messages

17 d ago

Hi, 

I had a great skilled tech out here yesterday and he spent a lot of time and as of this morning he appeared to have fixed the issue. If this stays up and connected it has been fixed. Fingers crossed, but this is the longest it has been up so it appears to be stable. If not, I will connect with you. Thank you!

XfinityKorie

Official Employee

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482 Messages

Happy to hear we were able to get this fixed. :) Please let us know if the issue does come back!

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

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4 Messages

So, it was up for about 5 days and now again is intermittent. If there is someone that can help that has expertise in the I would appreciate it. I will also call the tech as well.

Official Employee

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422 Messages

@user_ddd5a5

Thank you for reaching out to the Digital Care Team. I hate to hear this has been your experience and would love to investigate this for you! Please send us a PM with your first and last name, as well as house numbers to your service address. To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select Xfinity support and you will be able to speak with the next available specialist.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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4 Messages

Still not fixed. Another tech got involved and not yet fixed. Waiting for Comcast on next steps. 

Official Employee

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416 Messages

Oh no! I am sorry to learn that we have not provided a solution in a timely manner. I never like going through internet service issues so I understand the inconvenience that this has caused. Would you mind confirming if the technician provided you with any additional information or their contact information? What I would like to do from here is see if I can get one more technician visit scheduled and follow up with you after the appointment to rectify this experience once and for all. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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