2 Messages
Intermittent outages and severe packet loss
For months I've experienced slower than usual speeds and intermittent outages as well as packet loss as high as 56% . Things seemed to have stabilized until yesterday I rebooted my router and spent the next 7 hours trying to get back online . My gateway was replaced around new years xfinity assistant says theres a problem with the signal to my home and with the gateway I intend to go in the morning to get a new gateway as well as replace the coaxial cable on the outside of the house as those are the only 2 components that would warrant a tech having to come into my home . Everyone in my home has different work schedules so generally only time someones here and awake is the middle of the night so a tech coming in isn't really a sound option .
My question is how do i get xfinity to actually check the line coming in I asked the last tech that I spoke to but he refused to do anything without having access to the house
XfinityBradM
Official Employee
•
915 Messages
2 months ago
Hey there, @user_zr4dcg. Our team can definitely understand how stressful and irritating it is to have issues with your internet connection. We all work from home on this end of the screen so we can completely relate to how it causes you to make arrangements that you didn't expect. If the troubleshooting tools and services are noticing there is a signal issue with your modem, the best option is to get one of our awesome technicians out to the home and check things out. They start at the equipment inside the home and work backwards towards our network equipment. Unfortunately, there isn't a way to bypass troubleshooting steps and our policy is to have someone at least 18 years or older present during an appointment timeframe. We understand there can be challenges with schedules and lining it up with what is available for both schedules so we can set up an appointment for one of your soonest days off as we can set up an appointment 7 days a week.
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