Contributor
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54 Messages
Extremely frequent internet connection drops in Avenida España area of San Jose
Xfinity in the Avenida España area used to work very well for us, but several months ago we started getting frequent drops, mainly in the evenings. Every night, typically after 9pm, and often multiple times. Our next door neighbor has been experiencing the same thing and also a neighbor who lives around the corner. There are frequent posts about it on NextDoor.
I recently had a tech coming out and he checked our wiring and then said that he saw other very similar complaints about the evenings. He thought it sounded like a network problem, which is another department. He somehow tracked down a guy in that department who was supposedly doing some maintenance in our neighborhood, so I had a little hope. It’s gotten worse recently as of late. It drops several times a night now and I feel like it’s happening during the day more often too.
I wonder if Xfinity has not provisioned enough capacity for this neighborhood and thus when a bunch of people start streaming, the network can't handle all the load? Or perhaps the equipment was provisioned appropriately but some of the network devices are operating in a degraded state and not working at full capacity?
I have to say I was happy with Xfinity Internet service the first few years that we had it, but in the last year or so, there are so many annoying drops that I don't think it's worth the $120 or so that I'm paying for high bandwidth that isn't available much of the time. Frankly, I'm at the point where I'm considering switching to one of the providers with much, much less advertised speed (and lower cost) in hopes of getting something that is reliable.
Does Xfinity have a way of monitoring network capacity and utilization in neighborhoods? I have to believe that there's some way to measure this and see that something is definitely not right in this neighboorhood and then they can send someone to check all the network equipment?
msabramo
Contributor
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54 Messages
8 days ago
It’s 9:14pm and Internet just went out completely. TV stopped streaming and Google Home complained that it can’t reach the Internet.
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User_te
10 Messages
8 days ago
Same problem here - speeds are ranging from 20-80% depending on when I test it. I’ve scheduled another technician to come tomorrow, but I expect they won’t be able to resolve it.
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msabramo
Contributor
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54 Messages
7 days ago
Streaming is still okay and my Google Home is still connected to the Internet. When it gets really bad, both of those break. This happened at 9:14pm but have not seen in since.
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user_lx79uj
1 Message
7 days ago
I was leading an important zoom meeting just now and my internet connection was so bad that I got logged out 3 times and the meeting was completely ruined. I'm now searching for a different provider than Xfinity. This has happened several times recently and my patience is running out.
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msabramo
Contributor
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54 Messages
7 days ago
11:22pm - Last few speed tests have been within normal range. Going to bed soon. I have to say this was actually a pretty good night because we only noticed one time where streaming stopped working. It’s not uncommon that streaming stops working for around 5 minutes or so 3 or more times a night. I will try to post when this happens so maybe someone can correlate it with traffic bursts or something. It would be interesting too if other customers are having problems at those same times.
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msabramo
Contributor
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54 Messages
7 days ago
Now on a typical day there won’t be any noticeable problems during the day and trouble will start around 7 to 9pm…
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msabramo
Contributor
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54 Messages
6 days ago
Just a note that Xfinity considered many of my messages to be spam and removed them, in case folks are confused about the disappearance. And I'll be posting less, so I don't trigger them to do this. Ideally there would be some way that I can provide enough data for Xfinity to diagnose the problem without annoying anyone. Apologies if this annoyed anyone.
Here is a short summary of the issues surfaced in the removed posts.
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XfinityAdrienne
Official Employee
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1.2K Messages
6 days ago
Hey there, @msabramo! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I really do appreciate you sharing all those details with us regarding your concerns, and I am sorry to hear about the experience.
We do have a dedicated team to monitor the area wide connection, and ensure that there is stability for the signal in the area. It does sound like the previous technician submitted a ticket to investigate the signal to leading to your location. We can certainly dive into the account with you, and explore the details regarding your signal/ along with any tickets. Can you please send us a DM?
Please send us a DM with your full name and address to Xfinity Support.
To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "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
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msabramo
Contributor
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54 Messages
5 days ago
Just want to give a bit of credit to Xfinity here, because they asked me to DM and I did and I quickly got a response. The exchange took a bit too long, but the rep said some interesting things about signal quality and then scheduled a tech to come to my home tonight between 4 and 6PM. Now I don't think coming to my home is going to useful because I think the problem is upstream in some kind of distribution point or router or something but last time the tech was able to get in touch with the network team and talk to them on the phone, so I'm hoping if they can do that again, maybe they can find something and fix it.
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