4 Messages
intermittent internet
I have my own router (arris) and three boosters for getting the signal to the second floor. For the past several months I have had the internet cut out for a minute or several minutes at a time. I loose the connection on the television or the laptop and can't continue what I was doing till it goes back on. I called infinity and they sent out a tech. He found a wire in the cellar that hadn't been installed properly. ( I have had xfinity for 6 years) He fixed that and for a week no internet disconnects. Then all of a sudden it's back. yesterday day the internet quit 5 times in 30 minutes. I have meetings online and was kicked off of zoom three times within an hour meeting. I have since signed up for a room at our library to go have my meeting because I can't trust my home Internet. I am beyond frustrated. What would be my next step besides going to another provider.
EG
Expert
•
110.5K Messages
1 year ago
Please start here if you wish;
https://forums.xfinity.com/conversations/your-home-network/connection-troubleshooting-tips/602da777c5375f08cdea3db9
1
0
XfinityEmilyB
Official Employee
•
2K Messages
1 year ago
@user_0mrn5h Welcome to our community forum and thank you @EG for the helpful troubleshooting steps! If you're still having issues after troubleshooting the connection, I can definitely take a look at what's going on from this side. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.
0
user_0mrn5h
4 Messages
1 year ago
Thank you, we have a technician coming out to the house today to check over all of our stuff today.
0
0
EG
Expert
•
110.5K Messages
1 year ago
@user_0mrn5h
Good luck with it ! Please post back with how things turn out.
0
0
user_0mrn5h
4 Messages
1 year ago
Hooray, This guy climbed the pole and looked at the wire coming into the house. And that was the issue. That wire has been up there for 25 years and it's apparently worn it self out. He said it was more or less disintegrating. Which makes sense I think each time the internet went out the wire was wiggled by the wind. Yesterday with 50 MPH winds we had multiple outages which is when I called again and begged to have them come. Now of course when the first guy came and cleaned some connections it took a week or so for the issue to come back but I think I am pretty confident that this was the real issue.
I used EG's advice on this forum and texted "out" each time it was out and then downloaded the transcripts. You could then see how often it was out in one day and this was happening every day. The technician was very nice and didn't waste any time. My only gripe is the minute you book a visit you get a call from Comcast about a half hour later asking if it's working? "no, the repair guy has not come yet that's tomorrow." Bonus..... I won't have to go to the library any more to run my graduate course.
1
0
EG
Expert
•
110.5K Messages
1 year ago
Thanks for the update ! Hope things hold up for you. Best of luck !
0
0