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Thursday, September 7th, 2023

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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. 

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