Visitor
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1 Message
Internet Works Great, then drops
I am at a loss of what to do next. Any advise would be great. Here is where I am at.
Symptom:
Internet works great at 400 meg down/180up. Then it drops for 10-15 sec, then in reconnects at 90meg both up and down.
When it started:
In Dec 2024 when I received a free upgrade from 100 to a 400 plan.
Attempts to resolve have been:
Confirmed problem is on multiple computers
Changed cabling
Confirmed modem had the proper xfinity config.
Got a new modem
Confirmed that one had the proper config.
I had five service calls, three of which were with awful contractors. Of the other two, one guy had the connection replaced in the box that my house terminates on. The other had the actual line replaced from my house to the termination box.
My problem is exactly the same as it was when all of this started. And not a single time to my knowledge has anyone looked at anything beyond the cable termination box. I have asked for tier 2 support and cant seem to get it. I have offered modem logs, and no one seems to be interested. It is impossible to get a human on the phone.
Thanks for looking
XfinityJon
Official Employee
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100 Messages
2 days ago
Good afternoon user_g14bxl. Thank you for taking the time to reach out through our Xfinity Community Forum. I do appreciate the detailed information you have provided. We certainly appreciate all the troubleshooting you have done up to this point. In order for me to assist you further I will need some additional information.
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
To send a "Direct Message" to Xfinity Support:
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
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EG
Expert
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110.3K Messages
1 day ago
@user_g14bxl @XfinityJon
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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