9 Messages
Internet dropping and slow when it works.
My internet is constantly dropping anywhere from a minute to several minutes, and when it comes back it's very slow. Sometimes as low as 11 or 12% of my plan speed. I contacted Xfinity assistant chat and after a hard sell for about 20 minutes I agreed to upgrade my service if they would send a technician to my house. She was adamant that a new modem and a higher speed would solve my problem. A technician came to my house and installed the new modem last Friday 10-4-24. When he tested my service he initially said I was getting around 80% of my plan speed, and he said that was because there are too many people on our node. About 20 minutes after he left my internet dropped again for a few minutes, when it came back on I was getting 12% of my plan speed. This has been going on for around a month now and it's very difficult for my wife because she works from home a lot. Fortunately her work tablet has a built in Verizon dongle so she can use that. But we also has Xfinity voice for her fax machine, and faxes aren't coming through when the internet is down. I believe that the problem is at my house, because if everyone on my street was having my problem Xfinity techs would be out here all of the time. I need help please. Thank you.
EG
Expert
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107K Messages
29 days ago
Please start here if you wish;
https://forums.xfinity.com/conversations/your-home-network/connection-troubleshooting-tips/602da777c5375f08cdea3db9
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XfinityMartyR
Official Employee
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1.5K Messages
28 days ago
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
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EG
Expert
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107K Messages
28 days ago
@XfinityMartyR
Why does this have to go private at this point ? That kind of defeats the purpose of a public help forum such as this is, no ?... Why not ask some general self troubleshooting things first which is in keeping with the intent of what these public help forums were designed for so that all readers here may benefit.
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EG
Expert
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107K Messages
24 days ago
@user_bw6jsl @XfinityMartyR
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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EG
Expert
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107K Messages
23 days ago
Understood but it hasn't gotten to the point of them needing private information from you yet......... It's a chronic problem here....... And they never return with the solutions to problems which may help other readers here with similar problems........
(edited)
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