Visitor
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3 Messages
Internet disconnecting multiple times per day, especially at night.
The internet keeps dropping for absolutely no reason and no outages reported. It's usually only out for a few minutes but it is incredibly aggravating when myself or one of my kids is online trying to do something important trying to complete something and then right in the middle of it we get disconnected. It is mainly happening at night between midnight and 2:00 a.m. when pretty much everybody is asleep except me. I'll just be watching TV and then all the sudden streaming no longer is coming through because the internet is disconnected. Most of the time it happens multiple times in a row two or three times in a row and there's no understandable reason why. I have checked all cords all equipment, done the troubleshooting and everything is exactly as it should be and always has been. This has been occurring for the past three to four weeks. Prior to that time there hi+were absolutely no problems with this at all. We have not added any additional devices or anything like that in the past 3 to 4 weeks (the time period in which this is occurring). Since this problem has been occurring, there is nothing any different in the household at all thus, no understandable reason is apparent for why this is occurring. What is so frustrating, on top of this, is that someone at Xfinity decided to remove my ACP credits that I've had for a year and a half for no reason and I just had to pay 60 bucks for this (Edited: Profanity) service. How about that? I was getting my credit and everything was free up until about a month ago when I had to dish out $66 for service and now it's the worst service I've ever had. I don't know what's going on but something needs to be done and I am documenting all disconnection times and will be demanding a partial credit/refund. This just cannot happen in today's world. Ppl can't be right in the middle of something important like my kids summer school (my daughter was right in the middle of a TEST ON TWO OCCASIONS) when this occurred. This is unacceptable.
(Edited: Profanity)
XfinityDena
Official Employee
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3.6K Messages
2 years ago
I do want to thank you so much for taking the time out of your day to reach out through our Forums Channel @user_06edfe. I can tell you have not had the best experience and I assure you I am here to do everything I can to turn this around.
Per your ACP benefit there are a couple of things to rule out. Did you by chance use your benefit for another provider? You can use the benefit for only 1 provider at a time. If you have not did you recertify? Federal law requires that all customers enrolled in the ACP be recertified against the eligibility criteria on an annual basis. As a result, each year, USAC must confirm your continued eligibility for ACP. Comcast can't recertify eligibility for our customers or complete any requested documentation on your behalf. You can learn more by visiting the link: https://www.affordableconnectivity.gov/manage-my-benefit/recertify/.
I understand how important your services are to you as they are to me as I also to work from home full time and any service issues will cause a headache not only to not be able to assist my customers but prevents my kids from getting school work done and being entertained while I am working!
We offer convenient self-service options to check service interruptions through My Account, the Xfinity App, or the Xfinity Status Center at http://www.xfinity.com/support/status. Have you checked there yet? If no interruption, I want to make sure we are respecting your time and not repeat the steps you have taken previously. Outside of checking the wires what additional troubleshooting steps have you taken? From the sound of it since its mainly happening at night it could be updates.
I also wanted to make sure you are aware that any time you need to troubleshoot our Xfinity app can assist you step by step. It is not just to pay your bill or to get notifications about interruptions. To learn how to troubleshoot in the future you can follow the link: https://www.xfinity.com/support/articles/using-xfinity-app. Honestly, it is the best app to date that we offer and super easy to use for all of your account needs. Per credits for interuptions once resolved, request a credit with the link: https://www.xfinity.com/support/account-management/credits/outage/details?client_id=helpandsupport&continue=https://www.xfinity.com/support/status&linkId=149261291.
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