Visitor
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1 Message
Constant signal degradation and multiple drop-offs
Good Morning,
Have lived at the same address for 6 years. We initially had the 3 bundle tier but cancelled the tv and voice due to non-use. It has been about 5-6 months and we started noticing significant wifi signal degradation throughout the house where there was none before and continuous connection drop offs on multiple devices when the gateway is running perfectly fine. We attempted using the xFinitiy Pods (purchased 2) and we saw no improvement over a months time. We then recently upgraded the internet to the highest tier (2GB) in hopes that this would help with drop offs and weak signals. It has been almost 2 weeks and we have seen no increase in performance whatsoever.
Our gateway is rented through xfinity and is updated with the latest firmware and is top of the line according to your company and research we have done. I would like to know why in the last year and more recently the last 6 months has this become a problem? We live in the Gardner, MA area and I have spoken to many of my neighbors and relatives that live in this area as well who are also experiencing these same issues.
Considering the almost impossible nature of obtaining in type of real information from your company this is my last resort in finding out why we are experiencing these issues in spite of there being no outages or service interruption reported and having all the best and right equipment. I would greatly appreciate an explanation as to why your services have become so unreliable and what the plan is in the future to fix these issues, especially considering that it is not cheap to maintain the services you supply.
Thank you for your assistance in this matter and I look forward to hearing from someone soon.
Sincerely,
[Edit: Personal Information]
XfinityAirelle
Official Employee
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2.8K Messages
25 days ago
Thanks so much for taking the time to share this — we really do understand how frustrating it is to invest in top-tier service and equipment, only to see your experience decline. That’s not the kind of performance we want for anyone, and we appreciate you giving us the opportunity to take a closer look.
From what you described, you’ve already done all the right things: streamlining your services, trying xFi Pods, upgrading your speed tier, and ensuring your gateway is up to date. If things still aren’t improving — especially across multiple devices and with neighbors experiencing the same — then it sounds like there could be something more going on, possibly outside the home.
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EG
Expert
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112.8K Messages
25 days ago
@user_jho8n6 @XfinityAirelle
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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