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Thursday, October 10th, 2024 3:37 AM

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.

Expert

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107K Messages

29 days ago

9 Messages

Still having problems, but thank you.

Expert

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107K Messages

@user_bw6jsl​ 

Still having problems, but thank you.

So are you saying that none of those tips applied ?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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9 Messages

Yes, none of them help.  Also, the technician tested everything. At the time everything was about 80%.

Official Employee

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1.5K Messages

28 days ago

 

user_bw6jsl We appreciate you reaching out to us over our Community Forums. We would be more than happy to help! Please send us a direct message. 
 
To send a "Direct Message" message:
• 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

 

9 Messages

I can't figure out the direct message icon.

9 Messages

Okay, figured it out.

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. 

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.

9 Messages

I will, I was told by someone I know who works for Xfinity that the reason for going private is so they can talk about account info such as my address and account number, etc.

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)

9 Messages

  I'm back, actually the very first question was for my name and address.  Anyway, I finally got another technician to come to my house and he tested out at the box by the street.  He said the entire street was getting very slow speeds, so he called someone he knows that's higher up in his department.  He came back and told me we have 2 problems, the first is that our area had a lot of noise in our lines and that they were trying to locate where the noise is coming from to fix it.  The second is that we simply have too many people using a single node.  He said the adding another node would take 7 to 8 months to accomplish because of getting permits, etc.  I asked why they couldn't do both,  clean up our noisy lines and start the process of adding another node.  Because the population is growing in my area, and the problem is only going to get worse.  So we're stuck, we're paying quite a bit for not good internet.

Official Employee

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1.6K Messages

@user_bw6jsl I’m truly sorry for the frustrations this ongoing issue has caused, especially given the time and effort you’ve put into getting answers. I can only imagine how tough it must be to deal with slower speeds, especially when you're investing in a service meant to keep you connected without interruptions.

It sounds like the technician shared valuable insight, though I understand that knowing it might take months to address one of the main issues can feel discouraging. Cleaning up the noisy lines and tackling the node congestion are both vital steps, and I’ll be glad to look into how we can prioritize both.

In the meantime, can you send me a direct message with your full name and address, so I can take a closer look at your account and connection? Also, are you noticing specific times of day when the slowdown is most noticeable?

 

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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

 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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