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user_xv2ie9
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Tuesday, July 1st, 2025 1:11 AM

internet keeps dropping out and unable to contact customer support

I am pretty upset with my internet service over the last 3 weeks.  It keeps dropping out randomly.  I am unable to contact customer service.  I called 2 days ago and the robot on the other line performed a router reset.  I was supposed to receive a text asking if it fixed the issue, but I never received a text.  I called back the next day and the robot stated that my router reset was still in progress.  How long is that supposed to take? I mean really this is ridiculous.  I'm just trying to figure out what's wrong with my service.  What's my next step here? 

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9 hours ago

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EG

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2 days ago

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EG

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111.4K Messages

2 days ago

There are more steps at that link than just restarting your router. Are the signals within specs ?

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user_xv2ie9

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@EG​ it happens with wired and wireless devices.  I noticed one time when it happened that the modem light went from white to green and blinked for a minute before going back to solid white 

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2 days ago

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XfinityLinda

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@EG Thank you for assisting.

 

@user_xv2ie9 Thanks for meeting us here in our community. We'll be happy to assist by looking at your account to see what the issues may be. Please send us a Direct Message with your full name and complete service address.

 

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11 hours ago

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EG

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2 days ago

It's hard to help if you don't answer the questions.

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EG

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111.4K Messages

10 hours ago

@user_xv2ie9 

Again. Modem signal values ?

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