I need technical support

Hello XfinityAldrik,

thank you for your message.  The intermittent connections issues are occurring over Wi-Fi,on all devices that are on the upstairs level where the Xfinity router is, the main level where one laptop is, and the basement where our son's Xbox is. I am unsure if they lose connection at the same time, but I think so. We do not have xFi pods in the house any longer because the new ones would not connect to the Xfinity router/gateway. The old ones were working okay but then stopped working, but they were old.

I've tried everything I can think of to test the gateway/router, and when it tests, it appears to check out. Then it stops working. A few weeks ago there was an error message in the app regarding the gateway, and I followed the steps to clear the error, thinking that would correct the issue. It did not.

I'm basically at my wit's end. When I try to get someone on the phone, I can't. It keeps putting me in this perpetual loop of testing the gateway but has never once sent me to a person to speak to.

The chat function didn't work last night either, probably in part to the fact my internet fails every few minutes and we get disconnected.

Is there a way to get someone to come to the house? We've had problems in the past with the connection point inside the house where the internet and wi-fi split off. At this point, I don't care if I have to pay for this appointment. I need to get this fixed ASAP or I need to find a new vendor who will offer me assistance with a live person. Chat/AI does not fill the bill for all problems! We are paying so much money a month and our internet service is terrible. My husband is trying to run a business from home.

I really appreciate these details @annc12! Do you remember the error message that was in the app?

Our automated system is designed to send the first few troubleshooting signals to the modem and then offers a follow up alert to check if the signals were effective. If the issue is still occurring, it should automatically call you to connect you with an agent. 

Our team can certainly assist with scheduling an appointment. Could you please send our team a direct message with your full name and full address? To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary
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.

Thank you, Aldrik. I sent a message, per your request with the details you mentioned. 

the solution was twofold: our ourdoor connection was waterlogged, and was re-cabled to the house. And, I added an ethernet connection to our one desktop computer whose Wi-Fi connection wasn't working well. At some point the ethernet cord has been disconnected and Wi-Fi isn't a good option for that machine.

@annc12 

TYVM for the update ! Best of luck !