3 Messages
Exhausted, every week the same thing.
For the past month I've had intermittent issues. I've had 3 different techs out here saying that the issue is at the box near the street and not an issue in my household.
Second tech changes out my modem and gives me brand new everything, splitters, coax cables, modem, etc.
Third tech changes out my Internet modem, again.
All of them say the same, related to the service I'm receiving and maintenance team has to check it out. Twice now the ticket was closed without resolution or anybody even coming out to resolve the problem.
On top of that, the "new" modem now periodically cycles through a reboot dropping my service and interrupting my work and classwork. It has caused me financial issues and now it has caused me work related problems.
It'll be solid white light, then goes red, then blinking green, blinking orange, back to solid white. Then it does the same every 10-20 minutes.
Beyond exhausted dealing with the same scripted support that does not actually move my escalation further.
EG
Expert
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109.9K Messages
3 months ago
What do the modem's signal status values look like ? Try getting them here: http://10.0.0.1
Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.
What is the exact make and model number of the modem / gateway device ?
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XfinityChristy
Official Employee
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1.9K Messages
3 months ago
@Jenks23 Hello and thank you for reaching out via our Xfinity Community Forums. As someone who works from home, I can understand your concerns and frustrations. I'm so sorry you've been dealing with these internet issues for the past month. It sounds incredibly exhausting to have technicians come out and yet the problem persists, especially when the root cause seems to be outside your home – that’s definitely not the experience we want you to have. I can only imagine how stressful this has been, particularly with the new modem now cycling through reboots and causing further disruptions.
I want to assure you that I'm here to help get this resolved for you. I know you've already spoken with several representatives, but I want to look into this and see what can be done to escalate this properly and get the right team there to address it. To get started,
please a direct message with your full name and full address.
To send a "Direct Message" message:
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EG
Expert
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109.9K Messages
3 months ago
@Jenks23
Did you have a chance to gather that signal status info ? If so, please respond right here in your topic on these public help forums. Thank you.
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