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Visitor

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3 Messages

Fri, Oct 1, 2021 4:46 PM

Intermittent Internet connectivity

Over the past few weeks, I've been dealing with my Internet service not working for periods of 30 seconds to a few minutes. It happens randomly and several times a day. I tightened all of my coax cable connections, reset the modem, and called customer service multiple times.

Last week, Comcast was going to send a technician out to diagnose the issue. But then I got an automated call saying that Comcast identified the issue, resolved it, and asked me if I wanted to keep my technician appointment. As the issue seemed to improve and believing the problem was fixed on Comcast's end, I decided to cancel the technician appointment.

The intermittency issue stopped for several days, but it started up again two days ago. A call to customer service resulted in a test that indicated a poor connection, so I have another technician appointment tomorrow. But I just got a call this morning indicating that Comcast may have resolved the issue.

Is there any way to find out exactly what Comcast has identified and what it did to supposedly fix the problem? Can Comcast analyze the logs on my modem to figure things out? What's so frustrating about the intermittency issue is that whenever I call customer service, their checks indicate that everything is fine. Any advice on how to connect with the advanced technical service team would be appreciated, because explaining everything again and again with the regular customer service line is so frustrating. 

Official Employee

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2.9K Messages

2 m ago

Hi, user_c713d1. Thanks so much for taking the time to post here within the Community. We can help you get to the bottom of the internet connectivity issues you're running into!

 

First, I wanted to check and see how your technician visit went. Please let us know whenever you get a moment. Thanks!

Visitor

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3 Messages

@XfinityMorgan Thanks for responding to my post. Unfortunately the technician visit didn't go well. He didn't do anything to check the connection at my curb. I didn't feel comfortable with him entering my house, and he wanted to leave as soon as possible. Could you help me get a technician out that actually wants to solve my issue?

Official Employee

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262 Messages

I am so sorry to hear it did not go well. I would like to look into this further for you. Can you please send a private message to Xfinity Support for me with your name and address? Thank you!

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

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3 Messages

In a chat session with Xfinity Support, the person helping me identified upstream power faults coming into my modem. I took a screenshot of my Gateway's network connection and saw that the power levels for 2 of my channels looked high.

I refreshed the status page, and the power levels for those 2 channels dropped down to the 43-44 range. Could someone help me understand what could be the root cause of those power fluctuations? Is it more likely to be something on my end (i.e., within my house) or something on the Comcast side of things? Right now, I have the cable from my driveway going directly into the modem and am not using any splitters.

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