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MattyS
1st Topic

Visitor

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3 Messages

Monday, January 15th, 2024 11:25 PM

Closed

Internet dropping

Since the 10G upgrade the community has multiple drops a day.  I’ve never had an issue prior.  WiFi will drop and wired devices will also lose connection for about 3-5 minutes.   Then it comes back. This happenes 4-5 times a day.  I have Xfinity new XB8 modem and gig speed.  

seems the forum is filled with people [Edited: Language] off internet is dropping.   

who do we talk to to make a complaint?  Customer service just reads from their playbook.  

Question

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Updated 

1 year ago

 • Edited

168

6

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XfinityShawn

Official Employee

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1.4K Messages

1 year ago

@MattyS Our team can help you with your internet issues today. Have you tried troubleshooting through our Xfinity app?

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MattyS

Visitor

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3 Messages

@XfinityShawn​ yes I have.  I’ve restarted the modem. Changed out coax cables.  Everything that could be done.  Again, this isn’t just a me issue.  My neighbors are experiencing the same issues.  And these issues started right after the 10g upgrade was started.  

1 year ago

0

XfinityJohnG

Official Employee

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1.7K Messages

Thank you for taking all of those steps @MattyS. I would be happy to look at your issues from here to see if there is something that is causing those problems. Could you send me a direct message with the full name and complete address for your service? 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

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

   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

   - An "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
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

1 year ago

0

mike.j.m

3 Messages

Our neighborhood is in the same boat.  Not just me either

1 year ago

0

MattyS

Visitor

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3 Messages

@XfinityJohnG​ when I click the link you provided there is no pencil and paper icon for me to click?  Where would it be located. 

matt

1 year ago

0

XfinityJohnG

Official Employee

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1.7K Messages

That is very odd @MattyS. Normally that pen and pencil icon is on the top of the page. It may also say New Message. 

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
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

1 year ago

0

mike.j.m

3 Messages

1 year ago

I am also having these same issues since the 10g "upgrade"

2

mike.j.m

3 Messages

When I troubleshoot through the app it says either everything is fine or it cannot connect to me, nothing inbetween

1 year ago

0

XfinityJorge

Official Employee

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2.1K Messages

Hey there @mike.j.m thanks for using our Forums to bring this to our attention. We are happy to work with you on this to get to the bottom of this. Please send us a DM with your name and service address to get started. Here's the detailed steps to direct message us: 
• Click "Sign In" if necessary 
• Click the "Direct Message" icon (upper right corner of this page) 
• Click the "New message" (pencil and paper) icon 
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list 
• Type your message in the text area near the bottom of the window 
• Press Enter to send your message

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

1 year ago

0

user_tp0dtj

6 Messages

1 year ago

I am having the same issue with our neighborhood. Did anyone get a resolution?  Also unable to get to Direct Message tab. 

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EG

Expert

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110.1K Messages

1 year ago

1

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user_tp0dtj

6 Messages

Finally got the Direct Message figured out and sent. Still waiting on reply. 

1 year ago

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EG

Expert

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110.1K Messages

1 year ago

@user_tp0dtj 

Did you see my post above about sending unsolicited direct messages to the support team ?

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user_tp0dtj

6 Messages

I see it, but don’t understand what I should do next. I have posted in the most appropriate thread. 

1 year ago

0

EG

Expert

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110.1K Messages

1 year ago

It's best to create a new topic of your own here on this board detailing your issue. Thanks. 


For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on someone else's older thread can delay getting help.

1

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user_tp0dtj

6 Messages

I appreciate your guidance and will make a separate post, but that seems very counterintuitive when I am having the same issue as everyone on the thread. Seems like it would help the responder to know what solved the previous people’s issues, instead of starting from scratch. Just sharing for feedback purposes. 

1 year ago

0

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