U

Visitor

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5 Messages

Sat, Aug 6, 2022 8:48 PM

Closed

Internet, phone, and TV sporadic outages for 3 months

See my post in previous thread. New coax, newish X1 box and modem. And the kicker...

It usually comes back, but only when you call with your verified mobile number.

I'm keeping a log, a paper log...

Accepted Solution

EG

Expert

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95.7K Messages

2 m ago

Well if nothing at that link applies, then your only recourse is to get the techs involved again until the problem gets fixed properly..

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.


Good luck with it !

Accepted Solution

Visitor

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5 Messages

19 d ago

This issue was finally fixed with a tech visit and, not to carp too much about it, I had been right all along. The problem was located outside my house at the street where a neighbor had apparently changed services and his company did not properly close out an old splitter or something. I was going to post this after another week of good service confirmed the problem was resolved (it was) until just last night our equipment was struck by lightning. I lost a TV, a sound bar, and the living room X1 box when out (i'll be taking it to the xfinity store today to replace).

I mention this separate issue for the sole purpose of thanking "Chris" there at Xfinity who helped me restore my wireless gateway (which wasn't damaged but had some settings messed up). Thank you "CHRIS" from Xfinity from this morning who was a HUGE HELP with phone support.

Visitor

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5 Messages

@EG​ I've had a technician out to my house already. The lines tested good. My new modem is only like a year or so old. The x1 box in the living room was replaced once and is similarly newish. i.e. I've done all the local troubleshooting that could be done and Xfinity did the rest. Last week when I called an Xfinity rep clearly in India said that there was work in the area, but if so why aren't they allowing any more service credits for outages. The rep a few weeks before that said they saw the problem on their end and it would be fixed and not happen again. Outages suffered within the last two days.

Visitor

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5 Messages

2 m ago

Had another problem last night and again called tech support. This fellow also suggested it had to do with work in my local area and that I could expect a huge improvement by "the end of the month". Of course he didn't offer a credit to my account, but if he wasn't lying then that would be credit enough (to get the service I've been paying for). Lets leave this thread exactly as is until we find out if he was right. i.e. there won't be any "accepted answers" until my service is restored to how it had been until May of this year.

EG

Expert

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95.7K Messages

18 d ago

Glad that it got squared away ! Now closing your marked "solved" topic.

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