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user_iy1362
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2 Messages

Saturday, February 22nd, 2025 2:57 AM

Multiple Internet Outages

New modem, tech visit on 2/19 resulted in replacement of cable due to age and wear, although signals tested fine. The internet went back down twice today. 

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Updated 

2 months ago

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XfinityVianney

Official Employee

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2.1K Messages

2 months ago

 

user_iy1362, 

Thank you for reaching out. I hope you are doing great today. I wanted to follow up regarding your network. I see after a visit that you had some additional trouble, and I can certainly understand why that would be frustrating. We always want the initial visit to fix the concerns and not have to come out again. I see they are set to follow up, and I check back again to ensure everything goes well. I'll post again on this thread, and you can also reply here as needed : )

 

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XfinitySheila

Official Employee

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1.1K Messages

2 months ago

 

  Hi there! Just following up as promised, how did the tech visit go?  

 

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user_iy1362

2 Messages

I canceled the tech visit since it came back up and has been stable since 2/21. Time will tell if it goes down again. The tech that came out originally confirmed that the line to our house is fine, he replaced the short line from the outdoor unit to the modem and removed a splitter that was not in use. I suspect that the outages were caused by infrastructure changes, a faulty infrastructure component or a wiring issue further away from our home. My frustration mainly is due to the Xfinity site reporting that there are no outages but after the internet magically comes back online, I receive the following message: 

We fixed the issue impacting Xfinity Internet in your area. If your issue has been resolved, you can reply X to cancel your appt.

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2 months ago

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XfinityChristy

Official Employee

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1.9K Messages

Thank you for the update. I understand why you canceled the tech visit since your connection stabilized. It's good it's working now, though I get your frustration about the connection reporting inconsistencies. I'll pass your feedback along. Please reach out if you have any further issues. Do you have any other questions or concerns I can assist you with today? 

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2 months ago

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