Visitor
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4 Messages
Constant Internet Outages
Hello, for the past 3-4 months I've been working with Xfinity to try to resolve Internet issues I have been working through. My internet will randomly go out, the modem blinking red lights and then will finally come back up within 15-30 minutes. This seems to happen regularly in the middle of the day during random weekdays though regularly on a Tuesday. Xfinity has upgraded my modem, tried various configuration changes, and other backend support to try to resolve it but I haven't had any success. How can I get ahold of somebody to seriously look at my issue and try to resolve it? There have to be logs somewhere showing these hiccups.
XfinityAlyssaA
Official Employee
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2.2K Messages
12 days ago
Good afternoon @masael255, and thank you for reaching out on our Community Forums with your service issues, I'm sorry to hear it's randomly going out and understand how frustrating that must be. We can definitely help troubleshoot further and see what next steps need to be taken to get this fixed. Let's take a closer look at your signal levels and run some diagnostics. To get started, can you please send us a Direct Message with your name and address on the account?
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EG
Expert
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112.8K Messages
12 days ago
@masael255 @XfinityAlyssaA
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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masael255
Visitor
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4 Messages
5 days ago
Hi all, just reporting back on this issue. The tech discovered some noise in my line that he fixed but determined that that was not the root cause of the problem. He identified that the network traffic in my area averages around 80% and when it peaks to 90%+, it causes modems to start rebooting. As such, there's nothing he could do directly but escalate the ticket up to networking.
This is absolutely unacceptable as a 10+ year Xfinity customer and I think those of us affected by this deserve compensation for how impacted we are. Those in my area are stuck with Xfinity as the only broadband provider and if they can't provide reliable Internet to all of their customers, there needs to be some sort of even acknowledgement of the problem. As it stands I feel entrapped by this faulty service with no ability to even get a response from somebody higher up to work with my issue.
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