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Sunday, November 3rd, 2024 9:41 PM

Dropping connection for going on 5 months

For the past going on five months I have been having intermittent connection problems. The challenge is that because it's intermittent, when many technicians look at the problem through their signal box, they see it as working fine, but I lose complete connection anywhere between two to four times a day. The times that it is out vary. Sometimes it's as short as a minute, and sometimes it's as great as an hour. During this time I have gone through the Xfinity chat troubleshooting time probably close to 80 times I have had over 10 technician visits and I have been forwarded to two separate technical supervisors. I have had line technicians assess the lines by my house more than three times. I have had my modem replaced three times. I have had the line replaced to my home three times. Now, I have been ghosted by the third supervisor I have been working with, and there is still no conclusion or solution to the intermittent connection problems I have been having. Given that supervisors are now ghosting me, I really don't know who to escalate this to or how to resolve this issue. Is this a lost cause? do I need to just cancel my service? is there anybody that I can escalate this to?

Official Employee

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1.2K Messages

3 days ago

Hello @Idontknowwhatelsetodo, Thanks so much for taking a moment out of your day to leave a post on our community forum. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

Expert

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107K Messages

3 days ago

@Idontknowwhatelsetodo @XfinityChelseaB 

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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