Visitor
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5 Messages
Consistent, regular Internet outages over months / Xfinity support no help
We have been Comcast / Xfinity customers for years, with generally good, stable service. However, in the last few months, our Internet access has been plagued by repeated short outages throughout the day. We both work from home, so these have resulted in disconnected calls/meetings, VPN connections, etc. Xfinity support has mostly been a cipher through all this. We would have already switched to another provider (solely based on the amount of support we have(n't) received), but there aren't great alternatives in our location.
Some data:
- Xfinity tech has come out and verified all connections between the pole and our modem -- all good
- While there have been a few "official" outages in our area, and general acknowledgement of some "issues," the overwhelming number of the outages we see do NOT show up on the official Xfinity outage map
- Xfinity had us replace our cable modem with theirs (at an additional $15/month) -- no improvement
- During these outages, I can run the diagnostic tests on the modem and it fails (i.e. no internet connection at the modem)
- Our home network / hardware setup hasn't changed in a couple of years. Do not believe this is an issue.
- During a work day, we'll see anywhere from 4-10 of these short outages. We are often using our cell phone hotspots to get through meetings -- it's pitiful. Today's report from my Unifi looks much better than average, but I've been kicked off a few times already.
- Some data from the modem -- happy to provide more, I'm desperate for answers:
Any ideas? I have a Starlink setup at a rural location that is much slower, but waaaaay more stable than this.
chamberscreek
Visitor
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5 Messages
2 years ago
I'm already laughing -- when I hit the Post button on the above, I got a Network Error message because my connection was temporarily lost. Sigh...
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BethesdaBob
1 Message
2 years ago
Exactly the same thing happening to us. Interestingly the Xfinity textbot line use to give outage updates that were both accurate and timely but now only responds by "helping" you run a diagnostic as though it is something wrong with your connections or hardware. Only after many texts and/or after the fact will the system admit that there is an outage in the area. Seemingly a conscious departure from previous system info made available to customers. I'm assuming that Xfinity monitors these channels so maybe they will cease and desist all efforts to drive us away from their services by delivering more reliable service and restore transparency and timely communications.
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user_gy355w
1 Message
1 year ago
Same issue.. I have had 2 techs, 3 gateways, and changed the WiFi name and password and still the exact same issue… intermittent internet outage issues that are getting more frequent.
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EG
Expert
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109.6K Messages
1 year ago
@user_gy355w
Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. -month-old dead thread is now being closed.
For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on someone else's older thread can delay getting help.
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