Visitor
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1 Message
I need assistance escalating an unresolved internet infrastructure issue.
I have Xfinity's 1 Gig internet service, but my speeds intermittently drop from approximately 1,000 Mbps to 10–20 Mbps.
An Xfinity field technician already inspected my connection and confirmed that the cable entering my house is fine. He identified a problem somewhere farther upstream in Xfinity's network.
Despite this diagnosis, customer support keeps attempting to schedule additional in-home troubleshooting visits instead of addressing the damaged outside infrastructure.
I need someone to review the technician's notes, determine whether an outside plant maintenance work order was submitted, and escalate the issue to network maintenance if necessary.
Please provide a maintenance ticket number and confirmation of the next steps toward resolving the upstream line problem.
XfinityJohnG
Official Employee
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3.3K Messages
2 hours ago
Thank you for reaching out to our team here about your internet issues. I am sorry to hear about that experience with the service, and will be happy to check on any notes from that service call. In order for me to do that I will have to ask you to send me a direct message with the full name and complete address for your service. To send a direct message.
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
How to: Direct messaging within the forum | Xfinity Community Forum
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