Visitor
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2 Messages
Intermittent Connection
The internet randomly drops outs. I have called repeatedly and have been told the modem is online and nothing is wrong or the problem is local to my home. I have setup ping traces directly to the modem, then to 8.8.8.8, 1.1.1.1, 8.8.4.4 and msn.com. I also had my computer hardwired directly to the modem so the claim its due to wifi could be put to rest.
Over the 3 hour 25 minute monitoring window captured in this report (8:47 AM–12:11 PM), the modem answered
100% of 12,207 local pings with zero timeouts, confirming the customer's own equipment, wiring, and
hardwired connection were functioning correctly throughout. During that same window, three independent
external destinations failed simultaneously, twelve separate times, in outages ranging from 1:45 to 7:06 and
totaling roughly 40 minutes of lost connectivity — while the local modem connection and one of the two Google
destinations remained almost entirely unaffected. This pattern is inconsistent with a customer-side equipment or
Wi-Fi problem and is consistent with an intermittent fault on Comcast's network beyond the modem (e.g., plant,
node, or upstream routing).
This test is ongoing and additional data will be appended as it is collected.
So how do i go about getting proper support on this or an honest answer?
user_y073eg
Visitor
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1 Message
2 days ago
I’m having similar issues in Portland, Oregon and Comcast doesn’t provide any human contact for support.
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XfinityJustinM
Official Employee
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1.1K Messages
5 hours ago
Hello @user_gva4uf,
Context is always appreciated here, and you answered a lot of questions we ask early on. I am sorry to hear that you've had such a difficult time getting the assistance required to provide a more stable experience. You've come to the right place for help. We can take a closer look at your home network health as well as the network health at the node. We'll need some information to locate your account and the node you're connected to. Please send our team a direct message with your full name and service address.
How to Send Us a Direct Message:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. A "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
How to: Direct messaging within the forum | Xfinity Community Forum
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