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user_chxiol
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Monday, August 4th, 2025

Internet dropping in and out

For the last week my Internet drops in and out. Particularly between 5-6pm. I've noticed that lots of people are having the same issue according to this forum and social media. What is the issue?

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21 days ago

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EG

Expert

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112.9K Messages

23 days ago

First. When these outages occur, are they being officially indicated with any info about them here ?;


https://www.xfinity.com/support/status 


Use a cell phone internet service, a public WiFi hotspot, or a neighbor's internet if you need to in order to check it.


Or you can use their Xfinity App: https://www.xfinity.com/apps 

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user_chxiol

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9 Messages

Nothing other than saying my modem is offline 

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23 days ago

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EG

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112.9K Messages

23 days ago

Ok, what do the modem's signal status values look like ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1 

Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.


What is the exact make and model number of the modem / gateway device ?

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user_chxiol

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9 Messages

21 days ago

The Xfinity cable in the box attached to my house is burnt. Xfinity canceled the service tech today and seems not to care that my house could catch fire. 

How do I contact someone in my area to get this taken care of?

Note: This comment was created from a merged conversation originally titled Fire

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XfinitySara

Official Employee

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2K Messages

21 days ago

Hello, @user_chxiol. Thank you for bringing your concerns to the community forum. I'm sorry to hear about the issues you've had, and I'd love to see what our Digital Care Team can do to help! We're great to work with because we'll always do whatever we can to review and resolve all concerns as quickly as possible. Since your initial post from a couple of days ago seems unresolved, I've merged your latest post with it so that we can address everything together.

 

Still seeing intermittent connectivity? If so, have you recently reviewed these Connection Troubleshooting Tips? That's a great place to start, so please let us know if you notice anything that can be adjusted on your end. Otherwise, we may have to take a closer look, which we're happy to do :) It sounds like we might have to anyway in order to address the outside cable line. Were you given a reason for the appointment cancellation, via text or another method by chance?

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user_chxiol

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No they gave me no reason. I got a text saying he was on his way. Then that he was here. Then that I wasn't here so I need to reschedule. I called and got that it was cancelled and my was rerouted.

I'm trying to get hold of a supervisor because while I was there waiting I noticed the box is scorched and the cable melted. Obviously a fire has happened. Now I want someone here now to keep my house from burning down. 

AGAIN HOW DO I GET IN CONTACT WITH THE LOCAL REPAIR SERVICE?

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21 days ago

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XfinitySara

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@user_chxiol - Please refrain from creating duplicate posts of issues and requests already listed here. We're doing our best to work with you quickly, but this causes more work for us as we have to group your posts together, delaying our efforts to support you. We'd love to take a closer look at the account and see what options we have for getting someone back out there. Could you please send our team a direct message to continue?

 

To send a direct message:

  • Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

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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21 days ago

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user_chxiol

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Forgive me for be a little frantic about the possibility of my house burning down with my children in it. Obviously Xfinity doesn't care. 

Your refusal to come to my house and inspect the cable is noted. The safety of your customers is not a priority. 

You can shove the direct message [Edited: "Language"]. It's just the same chat service I've already fought on the app.

(edited)

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21 days ago

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XfinitySara

Official Employee

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@user_chxiol - We're, in fact, a different team than the one who answers you via the Xfinity Assistant. If you change your mind about receiving the fastest assistance, and getting this very important matter addressed properly, please follow the previously provided instructions for reaching us directly. Thank you!

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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21 days ago

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user_chxiol

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9 Messages

21 days ago

How do I contact a local service technician supervisor? The cable box attached to my house is scorched and has burnt cables. I need some here now to make sure my house doesn't burn down.

It's impossible to get anyone in India to take this as a serious problem and I can find no other number to call.

Note: This comment was created from a merged conversation originally titled Fire

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