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user_3jyuct
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Friday, December 19th, 2025 7:36 PM

Frequent intermittent loss of internet in our neighborhood

We have been experiencing frequent (perhaps once every 1-2 hours) brief loss of internet service. Checked with a couple of neighbors, and they have been experiencing the same. There was a reported outage yesterday, when it was much more severe (every 15 minutes for several hours). But the problem continued last night, after the outage was reported as cleared. And continues today.

This problem also seems to occur every few months, and then gets better, then recurs again. It does seem to be worse in windy or rainy weather, but does not seem to be due to trees or debris on lines (the problems are not coincident with power outages).

Would it be possible to get some deeper diagnosis of the network infrastructure in our area to see what might be happening? Perhaps a detailed report on yesterday's outage to see if there is already a diagnosis and a plan that we're unaware of?

Thanks much.

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25 days ago

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user_3jyuct

7 Messages

26 days ago

Update on this: we (and our neighbors) are seeing nearly constant pixelation of TV programming as well. Anyone from xfinity able to help us please?

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XfinityThomasD

Official Employee

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1.6K Messages

 

user_3jyuct Thanks for creating a post. It sounds like there are some issues in the area since your neighbors are experiencing similar issues. Has anyone had a technician come out to check yet? That would be the first step, since they would start from the home and work out in the network lines and node to see where the signal is degrading and causing the interruption.

 

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25 days ago

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user_3jyuct

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I managed to connect with an agent in the xfinity app last night, and they said there is maintenance in our area that is due to be completed today. So I think it makes sense to wait and see if that happens and the problem resolves, and then schedule a technician if needed. What is the most direct, quickest way to schedule a technician if that becomes necessary?

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25 days ago

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XfinityThomasD

Official Employee

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I'm glad to hear there was an update. Our team can help schedule an appointment if needed. If you continue to have any issues, please send our team a direct message with your full name and address.

To send a Direct Message:

 

Ensure you are logged in

  • Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
  • Click the "New message" (pencil 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.
    • An "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.
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

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25 days ago

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