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user_aud05q
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Monday, September 30th, 2024 8:26 PM

Intermittent Internet Drops

Continuous Internet drops have occurred over the past few days, causing great inconvenience.

I recently moved and requested for the internet and received a new device a week ago, and there was no problem for a while after installation.

However, problems continued to occur four to five days later, and the device was turned off and on several times, but the symptoms were alleviated but not resolved.

The XFinity router seems to be experiencing continuous packet drops on the XFinity backbone(?).
This is the only thing I can do because I'm not familiar with this side.

Is this XFinity network problem or XFinity router problem?

https://ibb.co/x3QFGLs

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Updated 

2 months ago

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user_qvldhg

1 Message

2 months ago

I'm having the same problem. Started a few days ago with intermittent network drops happening up to several times an hour.

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XfinityShawn

Official Employee

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1.1K Messages

 

user_qvldhg Are you still having intermittent issues at this time? Have you tried using our Xfinity app for any troubleshooting through the Xfinity Assistant? 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 months ago

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XfinityAmandaB

Official Employee

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1.6K Messages

2 months ago

 

user_aud05q Thanks so much for taking a moment out of your day to leave a post on our community forum. 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 chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

 

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EG

Expert

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107.1K Messages

2 months ago

@user_aud05q @XfinityAmandaB 

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.

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user_3bq10p

2 Messages

2 months ago

This is exactly what I'm seeing - it started roughly 2 weeks ago. Tried hard and soft rebooting, repositioned router, nothing works. This is pretty clearly a problem on ISP side, unless we all have abruptly bad routers that are failing in exactly the same way. Seems these forums are not monitored by Comcast? 

(edited)

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user_3bq10p

2 Messages

I called Xfinity - wait for live agent was 45+ minutes, so they offered to have an agent text me - that agent (AI? who knows...) proposed without any evidence that my modem "might" be the problem (barely plausible, I suppose?) and offered to ship me an updated modem (sure, ok) and then spent most of his/her/its time trying to upsell me for a service upgrade which was both annoying and funny: "hey the service I'm paying you for is broken - hmm in that case, maybe you should consider giving the vendor who's delivering broken service to you more money.' 

I wound up scheduling a technician visit so with any luck they're be able to spot the problem. None of the automated stuff is able to detect any problem, so maybe a human can figure it out.

(edited)

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2 months ago

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user_baap7r

Contributor

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23 Messages

This sounds like the very same issue I've been having--and the solution is always "replace the modem." That's not the issue--it's a network issue. I seem to have finally gotten my issue elevated. I suggest continuing to push back. It's not your equipment--it's them.

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2 months ago

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XfinityMarcos

Official Employee

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1.9K Messages

Hello user_3bq10p, thanks for visiting our Forum for help with your connection issues, I know who annoying that can be to deal with. And pretty much the last thing anyone want's to spend time on. I can review your tech visit details and stick with you until that appointment is completed. I'll first need to access your account though. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? Here's 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

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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Reply

2 months ago

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