Visitor
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4 Messages
Internet is nigh unusable during peak hours
Gigabit Plus Internet Plan customer here. Since the very start of service, we have experienced slow speeds, high latency, and flat-out drops in service throughout the day, but MOST notably from 4 PM until the end of the day. We have had SEVERAL technicians out, replaced the wires in the house all the way down to the street. I have a Unifi system, and it's NOT the router. I cannot tell you how many times I have restarted the router as suggested by the support bot and people alike (how many HOURS have been wasted waiting for the system to come back online, for lack of a better term). Please, PLEASE, I am begging someone to do something. At this point, it's as if I am only receiving half of my service... Yes, I am trying to contact support as well, but really, this forum seems to be the only way to get someone actually to look at the larger problem. Off to restart the router for the umteenth time today...
(this is a daily occurance)
XfinityAmandaB
Official Employee
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2.8K Messages
25 days ago
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.
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EG
Expert
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115.4K Messages
25 days ago
@EcThirtyOne @XfinityAmandaB
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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EcThirtyOne
Visitor
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4 Messages
19 days ago
Tech came out, a shame I need to post here to get that far, but FINALLY confirmed it was an infrastructure load issue (confirmed with several tests and a knowledge base of known node overload and timing of disconnects). I've had a tech out before. They replaced wires and suggested several other fixes, none of which provided the assurance I wanted or needed that Xfinity was actually looking into the issue on their side, despite still HAPPILY taking my money every month. So at least we have an email and a confirmation. I wonder how many more FULL bills will be paid before they actually fix the issue. I will try to update here when I get a timeline.
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EG
Expert
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115.4K Messages
19 days ago
@EcThirtyOne
Thanks for updating your topic. Good luck!
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EcThirtyOne
Visitor
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4 Messages
11 days ago
Last checked, the process is waiting on permits from the city. You hate to see it, but this is what my service looks like until it is fixed:
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EcThirtyOne
Visitor
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4 Messages
18 hours ago
I made a silly descision. A few people from Reddit in our area suggested trying Business Class, I know paying Xfinity more when I am already so mad is silly, but I decided to try and get some interesting data. Despite being warned SEVERAL time "same line same service" while we have both business class and residential service running we saw the residential line go down and the business line stayed up, no impact to service. This is just a few days into service, but interesting data I wanted to keep the post updated with.
Business line is top, residential is bottom. This was actually the second instance of this. Each time we MAY experience some slownesss or stuttering from the end user perspective, but we never dropped.
(edited)
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