Visitor
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3 Messages
cable internet drops constantly
The issue is going on for more than 3 weeks now. First, one technician came over and replaced the ground cable from the node to home with a temporary one on the ground. But the signal was better but did resolve it and the connection began dropping constantly. After raining days, the issue became worse and worse. It drops every 5 minutes in the mornings.
We've tried everything (bought a new modem) and spent hours in frustration calling the very much under-attended support line almost every day. No one came and no diagnose, no solution. Today they sent two staffs to bury the temporary cable line, but they didn't know how to diagnose the dropping issue. Then they left with notification. We are working from home and the connection dropping issue is driving us nuts. Since we connect ethernet cable directly to the modem, the connection is still dropping. So the issue has to the outside wiring or modem.
Please help !!! This is unbearable!!!
XfinityMarcus
Official Employee
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1.7K Messages
6 hours ago
user_8pnbtx thank you for using the Xfinity Community Forums page to reach out today. I understand that you have been dealing with an ongoing service concern for some time now that we would like to get addressed once and for all. Firstly, let's get your account pulled up on our end. Can you send me a direct message with your full name and complete service address to get started?
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Messaging" 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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EG
Expert
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112.8K Messages
5 hours ago
@user_8pnbtx @XfinityMarcus
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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