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donf4
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12 Messages

Monday, August 14th, 2023 2:05 AM

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Dynamic Range Window violations Constantly - Internet drops 15 to 25 times a day

constant DRW. Internet drops 15 to 25 times a day. Three service calls later, no help. New cable from pole in alley to back of house. Asked for a new cable from back of house (gray box) to entry point of home. Was told NO! Signal drops average 1 minute. Some as short as 10 seconds. Some as long as 15 minutes. SB8200 modem, less than 1 year old. Archer AX 3000 wifi router about 6 months old. Please do not suggest I rent equipment from Xfinity. (I have my reasons). Service call scheduled today 8/13/23. NO show. NO communication. Phone support is non-exsistant. Chat agent promised service tech by 7 pm today. NO show. NO communication. Changing service provider is not an option in my rural area. NO Fiber only wireless with a poor signal.

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Updated 

2 years ago

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EG

Expert

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110.7K Messages

2 years ago

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XfinityAlyssaA

Official Employee

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1.9K Messages

2 years ago

Good evening @donforgy, and thank you for reaching out on our Community Forums regarding your connection issues. We're sorry to hear that despite the service calls and new cable that you are still experiencing drops in your connection. I am also sorry to hear that you experienced a no show, that is definitely not the kind of experience we want for our customers and I know if I was in your position I would be frustrated as well. We'd be happy to take a closer look at your account to see if we can find out what happened and what next steps we can take to help get this fixed. To get started, can you please send us a Direct Message with your first and last name as well as the service address on the account? To send a "Direct Message" ("Private") message: Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

 

We would appreciate the opportunity to help turn your experience around!

 

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donf4

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12 Messages

@XfinityAlyssaA​ I FINALLY  got a line technician out to my house. Someone tech savvy enough to talk computer language and understand drops in the signal/"noise in the line", and all the technical nuances that make for a stable internet connection.  I am a computer network engineer so it is always good to get someone who understands.  The problem was solved by replacing the cable from the Xfinity Gray Box, on the house, to the modem inside the house. Simple solution that I had been asking for since mid June! But the technicians that I worked with always had a "holier than thou" attitude and talked down to me like I was 10 years old and didn't understand computers or how the internet works. I am personally offended when a tech comes in my house and does not listen to what I am  saying.  I am 70 years old and have been working with and on computer networks since long before these hotshots were born. Enough said.

For now my issue is resolved.  Thanks to Tim. He came out, listened to my evaluation of the issue, reviewed what had been done and agreed to replace the weak link in the system. I will reserve judgment since it has only been 3 days, but so far NO FAULTS in the error logs. 

I thank you for your response. 

2 years ago

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XfinityJamesC

Official Employee

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2.2K Messages

I can't tell you how much we appreciate hearing feedback like this! I know how frustrating these types of situations can be, but I'm happy to hear Tim was able to address things at a higher level with you.

 

If you like, please feel free to 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, so we can pass your comments on to Tim and our local team.

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

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EG

Expert

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110.7K Messages

2 years ago

@donforgy 

Did you have a chance to try any of those tips at that link ? If so, please post any updates right here on these public help forums

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donf4

New Poster

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12 Messages

@EG​ Interesting that you took the time to copy and paste the Xfinity troubleshooting guide. Dated in 2018! 

You just gave a canned response to a very unique situation. You could work for Comcast as a CHAT Agent.

Thanks for your response but the problem is resolved, at least for now. No DRW faults in 3 days due to an Xfinity line tech who discovered a problem with the cable! Imagine that! He admitted it was their problem all along!

2 years ago

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EG

Expert

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110.7K Messages

Sorry that you feel that way.... It's really nice to insult the people who are trying sincerely to help you.... Feel better..... ? Have a nice life.....

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

2 years ago

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donf4

New Poster

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12 Messages

Sorry you are offended, but you kinda brought it on yourself.  Post a copy and paste troubleshooting guide from 2018? In the words of a great American President : c'mon man.

2 years ago

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EG

Expert

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110.7K Messages

2 years ago

Closing this thread to prevent any further degradation.....

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