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10 Messages

Saturday, October 19th, 2024 8:35 PM

I need support with home internet connection, please

I am having a persistent problem with my home internet connection, specifically when attending Zoom calls.  I pay for gigspeed internet from Comcast, and while I never get that on my PC that is connected via a Cat 7 cable directly to the XB8 router, I get decent speed of between 187MBps download/102MBps median upload (based upon speed tests I have configured to run every 10 minutes for the past few days).  The PC I work off of it all of 10 feet from the Comcast XB8.  Wireless is similar speed.  Latency tests are all over the map, which is where I think my issue may lie.   

Specifically, my picture freezes occasionally on Zoom calls from my home network, and sometimes the internet access itself drops for a second or two, which I note because of the icon changes from the network connection to a globe in the system tray at the lower left of my PC.  I will also get messages intermittently from Zoom saying my connection is poor while on calls.  This all started a few months ago, after Xfinity was "upgraded" in my neighborhood. Until then, I never had issues.   I do not get the same Zoom issues when connected at my office or at client sites, just on my home network.   I work from home most days, and there are no other significant bandwidth products competing with me.  The spouse is at work and the kids are in school, so there's nothing that should be taking bandwidth.  I have very few IOT items attached to my network (ring doorbell and a few cameras), so I cannot imagine they would be causing interference that would be sufficient to screw up my Zoom meetings.  Also, given the connection out and out drops for a few seconds, I likewise think it is not other things on my network.

I have had Xfinity service techs out to my house a few times in the past few weeks, and I am on my 3rd new modem.  The last tech, like all of the others, came out and did some stuff outside, then changed the connections in my wall, gave me a new coax cable, and replaced the XB8.  They then run the Xfinity tools that they carry with them, proudly showing me that my connection from the outside to the modem is always like 1.1 gig (so conceptually I am getting even better speed than I am charged for), and then do internal tests on their devices that show the speed in the 200 - 400 range for downloads.  My cellular will get in those ranges, as does the PC that I work from.  They then happily declare everything fixed and ask me to give them good scores on the Comcast survey, which I am happy to do because they do try hard. 

The next day, I do calls for work and I will experience a few issues.  The cycle then repeats.

I even opened a ticket with the level 2 advanced team, although they tell me that they are monitoring my modem and everything is fine.  Thay have no interest in looking at the results of my speed tests and latency tests that show that at different times during the day, everything is NOT fine.  They just proceed to suggest I get another technician out to do the same things again because, and I quote "we are looking at your network now, and everything is fine."  Unfortunately, there is no way I can be on the call with them precisely when I experience issues.

If I were able to segment the Xfinity network, I would do so and see if that helps.  However, the ability to do any configuration on the modem seems to have been taken away as Comcast moves to more advanced modems.  

I am at my wits' end.  

Has anyone experienced this type of issue and, more importantly, figured out how to fix it?

Thanks in advance! 

    

Official Employee

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569 Messages

19 days ago

Good afternoon @user_j6df1t. Thanks for taking the time to post here to report your service issues. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

 

To send a "Direct Message" ("Private") message:

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Expert

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107K Messages

19 days ago

@user_j6df1t @XfinityRaf

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

10 Messages

15 days ago

I am still having issues and I cannot reach support.  This service is useless.

10 Messages

Okay, I finally got to support people after multiple hours [Edited: "Language"] around with the voice response unit (which disconnected me twice after going through all of the prompts and doing all of the required reset your equipment stuff).  The "supervisor" that left me his direct number from the last tech coming over has not yet responded to my voicemail  (but it has only been a day).  I will update when/if I hear from him, in the interest of fairness.  

(edited)

Contributor

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23 Messages

@user_j6df1t​ Good luck. The tech that came to my place spoke to his supervisor and then both of them agreed to elevate my issue to their network team, as it wasn't a problem with my equipment. But what actually happened was that as soon as the tech left my place, he logged me as a no-show. My best guess? They get penalized when they leave a customer without a resolution so it's easier for them to just say no one was home. The result? Xfinity just wants me to start the whole process over again. We're in a time loop.

10 Messages

Over 48 hours later and still no response from the "supervisor".  At least I can say that I have two technicians that showed up and logged their work.  A third technician is coming on Monday.  Maybe this one will be able to find what the last two have not.  

(edited)

Official Employee

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1.7K Messages

Greetings, @user_baap7r! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're still having issues with your service after having a technician check things out, but you have definitely come to the right place for assistance.

 

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

I am an Official Xfinity Employee.
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10 Messages

@XfinityJamesC​ I have been on with Xfinity multiple times this weekend and Technician #3 is coming out tomorrow.  I hope that you guys can help him (user_baap7r) and hopefully me at some point.  

(edited)

Contributor

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23 Messages

15 days ago

A quick browse through these forums will show you that there are a massive amount of people across the country who have been dealing with this issue for months. (I am one of them.) Xfinity has an issue on their network side that they refuse to admit or deal with. You will not get help from them--if they even bother to show up, all they'll do is replace your modem, which is performative. [Edited: "Solicitation"] I hope to do so myself soon.

(edited)

10 Messages

I appreciate that, user_baap7r.  I did go through the forums and I did see some eerily similar issues to mine on there.  I have had multiple techs out to my home (another coming next week), and have changed a bunch of modems out, as well as cables.  I have even changed out my personal hardware (new PC), even though I am not experiencing these issues at client sites or in my office.  Even though I have dates and times of issues, including monitoring from my own network software, they so far have been unable/not wanted to explain my latency instability or massive speed fluctuations. 

The techs have all been very nice people and have listened to my issues, but so far they each come out and do the same as the last guy.

Maybe this time will be different. 

10 Messages

11 days ago

Okay, status update.  Two supervisors of technicians came out to my house on 10/28, looked at all my data, and agreed that the issue is not within the 4 walls of my place.  The next step is to get Xfinity plant maintenance involved, which the gentlemen that came out said they would take care of.  I should have a status update tomorrow (10/30) and will keep people in the loop.  The key was my having the self-monitoring data that demonstrated the issues, coupled with the local techs having done everything they can do.  Everyone has been very nice from Comcast and I appreciate their collective involvement - but now I just need this issue within my area fixed.  

10 Messages

1 day ago

This seems to finally be resolved.  Here's the details since my last post. 

Xfinity did some work in the neighborhood over last weekend, which did not fully resolve the issue.  I then turned around and reinstalled all of my connections software, which didn't fix it either. 

What seems to have finally fixed this issue is THIS- we downgraded the speed on my home network from the prior 1gig speed down to 500MB (Xfinity FAST plan).  That seems to have done it.  I know it sounds counterintuitive, but it does seem that maybe certain parts of the Xfinity network at very high speeds do not play well with Microsoft Teams (do your own search, there are a few rumblings of this on the internet).  It might be a local issue in my area, for all I know.  It doesn't matter. Since I downgraded to the FAST plan, I have no noticeable difference in throughput to any of my devices, and I have now done 2 full days of Teams calls without a single glitch.  I previously couldn't get through 15 minutes before things went crazy.

Thanks to the Xfinity team that worked with me on finding a solution.  Maybe this will work for others, too!

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