Detroit area: Constant intermittent internet outages with 80% packet loss

I’ve done all of these . They are constantly on the poles working in our neighborhood non stop . 4 days of no internet and poor customer service . I would like to cancel. Tried doing so in the app since it gives the option. But still showing service . I am not paying for another day of service with you guys. I’m done with Xfinity. They refuse to give me a bill credit after having 12 outages and four days a total of almost 25 in a year I asked for a one month bill credit and their response was oh your bills going up to $150 a month. I’ve got new service locked in service guaranteed $65 a month as long as I have the service , NO HIDDEN INCREASEs! You guys need to do better for your customers or you are going to lose a lot more. I’ve been on several social media platforms with other Xfinity customers nationwide that are dealing with the same thing. Something needs to be updated or fixed. Please just cancel my service. I don’t know how to do this and make sure it’s canceled. I am not waiting in line for two hours on the phone so they can try to keep me because I’ve already switched and already have New service going in my home. I need to know what I need to do with the boxes that I have so I can turn those in and not be charged

Hello user_b3md50 we're so sorry to have lost your trust and business; we are happy to assist in making that transition as pain-free as possible.  

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, then entering “Xfinity Support” in the “To” section. Please include your name and address, and  can get started anytime. 

We've had 2 or 3 service men and finally a tech after about 2 months. He said we had too much signal and it caused almost 600 modem resets in 14 days. He explained too much was as bad as too little. Our pole box only had 4 ports with 5 lines. He also mentioned our pole to pole line was a "temporary", but it had been there for some time. He created a maintenance ticket for the issue and a day or so later we received a message from them saying our issue has been resolved. The Internet has been stable but the box and pole to pole lines haven't been updated as of yet.

You would not believe the number of times I had to call to beg to get forward momentum of an actual resolution. 2 months of constant calls and turning my modem off and on a hundred times. New lines, and I kid you not, 4 or 5 modems later.

Hi there! @user_az0m2a, I am sorry to hear that you are having packet loss and high pings spikes. You are in good hands here on our Community Forums page. What troubleshooting steps have you recently done to try and fix this issue? 

@user_az0m2a​ not sure if it's the same issue, but we finally had a tech guy show up after 2 months and he discovered we had too much "signal". He explained too much was the same as too little. He also said our modem had almost 600 resets in 14 days. The prior service guy had installed an inline buffer but the tech said it wouldn't solve the issue. He elevated it to a maintenance problem to fix, since he wasn't allowed to. A day later, I got a message from maintenance saying they resolved it and my Internet has been good since (knock on wood) for a couple days.