Visitor
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2 Messages
Frequent Outages (3 Outages in One Day So Far)
I have experienced 3 outages in less than 24 hours, and I am concerned about the frequency of these interruptions.
I was previously given the option to upgrade my current modem. However, I was told by a supervisor that my current modem is the best modem for our current Internet setup. I had also tried upgrading the modem last year, but the replacement had difficulty connecting to Wi-Fi, so I was unable to proceed with the upgrade.
At this point, I would like to speak with a live representative, preferably a supervisor, to discuss what options are available to address these repeated outages. Unfortunately, I have been unable to reach a live agent through the normal support channels because the system detects the current outage and prevents me from being connected to an agent.
Could someone please review my account and help me determine what can be done about these recurring outages, and how I can speak with a supervisor about the issue?
jamc9988
Visitor
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2 Messages
6 hours ago
Update on my situation:
I was able to get through to a live agent, who confirmed that this is an area-wide issue affecting my neighbors as well, and mentioned that strong winds are the probable cause (though not entirely certain).
The instruction given was to wait until the service is restored. The agent also offered some options to help with connectivity during outages—such as a one-year free phone line for additional mobile data, or an Xfinity extender for a $15 monthly fee.
While I appreciate those options, given that I've seen 4 to 5 drops in under 24 hours, (I stopped counting, but it's now about the fifth outage still less than 24 hours)
I'm still concerned about overall line stability and whether my older modem plays any role once the weather clears. If an official support specialist can take a look at my account/line health when they have a moment, I'd greatly appreciate it!
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