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bajanjack
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Visitor

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20 Messages

Tuesday, July 18th, 2023 5:33 PM

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Constant brief internet outages

For a long time now I’ve been having intermittent internet outages that last several minutes, several times a day. I sent my Motorola MB8611 modem logs to Motorola who confirmed T3 and T4 timeouts, and said it’s an Xfinity issue. I had new coax put in from the street to my house, and in my house as well last year.  I even had a tech come to my house who confirmed all was ok at my end, and that the problem was “at the street.”  During my numerous calls, the Xfinity reps claim there have been SRO’s and the latest claimed SRO  was supposedly scheduled yesterday. I even got a message on my app saying there’s a known network issue. End result of all this and countless calls?- same problem persists. At this point I’m not sure what else to do. 

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2 years ago

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CCAlexandrea

Contributor

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51 Messages

2 years ago

Hello @bajanjack thank you for bringing this to our attention. We would love to review this further.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

 

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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bajanjack

Visitor

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20 Messages

@XfinityAlexandrea​ sorry- can you send me a pic of what the “direct message icon” looks like? I can’t seem to figure it out. Thank you. 

2 years ago

0

CCAlexandrea

Contributor

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51 Messages

2 years ago

@bajanjack - Can you confirm that you are logged in? If so what do you see at the top right of the page?

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bajanjack

Visitor

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20 Messages

2 years ago

See attached picture 

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XfinityOrlandoM

Official Employee

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1.7K Messages

@bajanjack  

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

 

To send a "Direct Message" to Xfinity Support:

 

Click "Sign In" if necessary

 

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

 

Click the "New message" (pencil and paper) icon

 

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 

- An "Xfinity Support" graphic replaces the "To:" line

 

Type your message in the text area near the bottom of the window

 

Press Enter to send it

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

2 years ago

0

XfinityOrlandoM

Official Employee

 • 

1.7K Messages

@bajanjack  

Please see the instructions I sent above 

 

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

2 years ago

0

bajanjack

Visitor

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20 Messages

@XfinityOrlandoM​ ok! Link worked- sent my name and service address as requested. 

2 years ago

0

XfinityOrlandoM

Official Employee

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1.7K Messages

Perfect, thanks for getting the code back to me and of being on of our awesome Xfinity Diamond rewards member, make sure you go to https://www.xfinity.com/rewards to see all the amazing reward offers.

 

I do show some work was done in the area today and on 7/17/23, how is your connection working so far today

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

2 years ago

0

bajanjack

Visitor

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20 Messages

@XfinityOrlandoM​ Thanks for the fast reply Orlando- and it’s good to know they’re working on it. no outages I’ve noticed yet today. 

2 years ago

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bajanjack

Visitor

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20 Messages

2 years ago

See picture attached that I downloaded  

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user_lt23fg6

Contributor

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18 Messages

2 years ago

Find out if there have been mid split upgrades going on in your area. Follow this link to read about my experience with Arris modems and the mid split upgrades, your issues sound very familiar.

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bajanjack

Visitor

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20 Messages

@lisatomgray​ thank you- I did read it- my issues are a bit different- my speed is fine- it’s about multiple 2-3 min outages several times a day.  I submitted my info as requested and I’m hoping for a solution I’m glad the Xfinity gateway is working for you- I had issues with it and switched to the Motorola MB8611- which works well. 

2 years ago

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