J

Visitor

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2 Messages

Mon, Nov 22, 2021 1:44 PM

Closed

Intermittent internet, slow speeds, drops frequently -- for weeks

We've been having issues for weeks now with our internet barely functioning and dropping frequently every day. There are times during the day it will work just fine for an hour or so, but it doesn't stay that way. We've called support twice and had our modem restarted several times. We keep being told there's "a technician in the area" but we've been told the same thing for weeks and there's no updates or ETA, so it doesn't make sense. Ping times are consistently over 100ms and there are more issues with upstream than downloads, which is odd. We both work from home so it's affecting our ability to do our jobs. Please assist! 

Accepted Solution

Visitor

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2 Messages

9 m ago

Hello,

Apologies for the delay in reply. We finally were able to get a technician out and the modem was faulty. They replaced it a few days ago and we've had no issues since. 

Thank you!

EG

Expert

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95.1K Messages

@JG1111

Thanks for circling back ! Hope things hold up for you ! Good luck ! Now closing your topic. 

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

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Official Employee

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437 Messages

9 m ago

Good morning @JG1111 and thank you for reaching out to our Digital Care Team on our Community Forums regarding your connection issues. We are so sorry to hear about your internet concerns and understand your frustrations as well. You need a stable connection to be able to do your job effectively and we want to do everything we can to help resolve your internet issues today. I see that you stated there was some work being performed in your area and would be happy to take a closer look to see if we have any updates. 

 

To get started,  please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.

 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" 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

EG

Expert

 • 

95.1K Messages

9 m ago

@JG1111 

Have you had the chance to try any of those troubleshooting tips in the link that I provided ?

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