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user_2076ae
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3 Messages

Tuesday, November 12th, 2024 4:35 PM

losing internet connection 4 plus times a day for a couple minutes at a time.

This has been happening for a month now.  2 weeks ago comcast said they were replacing hardware to deal with intermittent service issues, but it hasn't helped. My modem does not go down, it appears to be an external issue.  I have a sonicwall tz200 firewall that monitors and manages my internet connection  and home network with deco wifi6 mesh Access Points.  Comcast says there are  no issues in my area.  Is anyone else having a similar issue?

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XfinityBradM

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654 Messages

8 days ago

@user_2076ae Our team can definitely understand how stressful and irritating it is to have issues with your internet connection. We all work from home on this end of the screen so we can completely relate to how it causes you to make arrangements that you didn't expect. We would strongly recommend checking out one of our resident expert's post about internet troubleshooting. It is a wealth of information and tips on how to check specific signals and perform certain tasks that we would normally ask of you, then you can report back a specific issue that we can dive right into and get to resolving. 

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user_2076ae

Visitor

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3 Messages

@XfinityBradM​ 

I decided to replace my old modem (A netgear cm500 only docsis 3.0) with a new Hitron CODA56.  I got it online using the xfinity app.   An hour or so later, the same issue occurred (i.e. I lost the internet for a couple minutes).  My sonicwall which probes the internet to verify connectivity, was unable to get out for a minute or so.  I see they are planning maintenance in my area on the 20th starting at 12:00 am.   I suspect there is an intermittent issue locally that they might be taking care of with this maintenance.  FYI - I am a retired IT Director and ex-Software Engineer.  This has been happening for about a month now.  Prior to this, we have rarely had any kind of internet outage. 

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4 days ago

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XfinityJorge

Official Employee

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1.7K Messages

 

user_2076ae Thank you so much for being on top of this and proactive. We are here to work with you to see how we can get this intermittent connection issues fixed. Can you send us a DM with your full name and address? Here's the detailed steps to direct message us: 
• 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
 
 

 

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2 days ago

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user_2076ae

Visitor

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3 Messages

After the scheduled maintenance, I have not had any issues.  So I'm assuming they took care of the problem and that it was a local service issue.  I just wish they would let people know that they might be the reason for issues that customers have. Anyway, all good now.

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20 minutes ago

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XfinityThomasA

Official Employee

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1.7K Messages

 

user_2076ae- We very much appricate you taking the time to share an update. I'm happy to read that all is well! Thank you again for choosing Xfinity!

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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10 minutes ago

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