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Monday, October 2nd, 2023 1:11 PM

Closed

Intermittent Connection up to 80 disconnects a day

Hi everyone, 

This is my first post in the forum, and I need your help. I have been an Xfinity customer for 10 months now, and from day 1, I had an intermittent connection. We had countless chats with customer service, technician visits from Xfinity and ComCast, multiple modem replacements, and renewed every cable, including the one from the ComCast box to the apartment. 

Every day, around 8 to 8:30 AM EST, the internet goes out every 4-5 minutes for 3 to 60 seconds at a time. This happens all day until 6-7 PM. It disconnects from 15 to 80 times a day. I have a PC connected to LAN; other devices are on Wi-Fi. The modem is a brand new Xfinity xFi. The last Xfinity technician tried a few things and was hopeless at the end. 

I monitor the connection using a Chrome extension, and when the internet goes out even for 60 seconds, the modem's LED light stays solid white. 

When the technicians updated the cable or the modem, things were fine for a day. Then, the pattern would start again. Is there anyone who has experienced anything similar? Any advice would be greatly appreciated! 

Retired Employee

 • 

729 Messages

2 years ago

Hello, thank you for taking the time to reach out. I am sorry to hear about these ongoing issues! Please send us a direct message with your name and address. Thank you! 
Here are the detailed steps to direct message us:
• 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

2 Messages

Hi, 

Thank you for your comment and concern. There was a repair in the neighborhood a few weeks ago (a few days after your comment) and I waited to see if that resolved the issue. Lots of neighbors were having the same issue so I guessed the company looked into the wiring or something for the entire neighborhood. 

It has been 3 weeks and not a single disconnect so far, fingers crossed! 

I believe they found the issue and fixed it. Because we never had more than 1 day of uninterrupted internet. it has been three weeks now and it's all great! 

Official Employee

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2.4K Messages

That is great to hear it, @user_mctg19! How have the services been working for you over the past 2 days?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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