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Sunday, March 9th, 2025 6:42 AM

Internet keeps dropping

We have been experiencing terrible outages since December. We have the streaming cable box also so we are losing both internet and tv every time the internet goes out. I’m not taking a couple times a day, I’m talking 30 plus times per day. I work from home and have had to purchase a hot spot to be able to keep working so I’m spending money with Comcast for unusable service and with another company to just be able to use my computer. My security cameras won’t work without WiFi either so it is a complete disaster. We had many appointments scheduled with a technician and they got cancelled due to receiving a message that they fixed an outage in our area. Apparently it’s still not fixed. I have swapped the modem out 4 times and it hasn’t helped. I even went to different locations to ensure i didn’t get a modem from the same batch just in case there was a bad batch of modems. Sometimes the internet goes out for a few minutes, sometimes it goes out all day. It’s constantly on and off every single day. On Thursday a tech came out and said the port at the box seemed to have an issue and our cable system wasn’t grounded so he took care of the ground and put us on a new port at the main box. Between Thursday and today (Saturday) we lost connection 600 times according to the technician that came out today. The 2nd technician replaced our line to the box due to not seeing an issue anywhere else and was confident our issue was resolved. Since the technician left, our modem has lost connection 18 times and has currently been out for 5 hours. We were supposed to host a watch party for the fights tonight and had to cancel due to no internet service at our house. I have had to call off of work twice to accommodate a technician to come to the house but not fix our problem. I am losing money, but still paying my bill for a service that I am unable to use. I find it ridiculous that these techs cannot figure out the issue. I now have another technician coming out tomorrow. I asked a customer service representative for a credit on the phone and she vocally laughed out loud at me and shortly hung up the phone. At this point my husband and I are strongly considering cancelling our services. 

Official Employee

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3.2K Messages

1 month ago

@user_twgu59

 

I can tell you have not had the best experience and I assure you I am here to do everything I can to turn this around. I want to be sure we can get everything figured out for you with your service. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- 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

 

Expert

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109.9K Messages

1 month ago

@user_twgu59 @XfinityDena 

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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