My internet keeps dropping and the status map turns blank when I login

I'm trying to report an outage in my area. We had a service upgrade done in our neighborhood on July 1st, 2nd ... and ever since our internet is dropping regularly. When I go to the outage map anonymously it works, but when i login to my account, the outage map turns blank and I can't report

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XfinityKei

Official Employee

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2.6K Messages

20 days ago

@user_sp392v I'm sorry to hear about your connection. Our team is here to help.

I have more questions to ask to troubleshoot your concerns.

Have you tried using the Xfinity App to check and test your connection?

Can you tell us more about your connection setup. Are you using a separate router and modem?

Are you connected via Ethernet when this happens or are you on Wi-Fi?

Are multiple devices experiencing the drops as well?

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user_sp392v

Visitor

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2 Messages

our whole community was experiencing this problem, it had nothing to do with my equipment. Unfortunately, the web page was coming up blank when I logged in to inspect/report the issue.

Yesterday, another round of upgrades were done, and I did not see any problems since then. I'm not pleased that (apparently) we were left in a degraded state over the holiday weekend.

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19 days ago

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XfinityKei

Official Employee

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2.6K Messages

@user_sp392v Can you please direct message me your first and last name along with your full service address so I can assist you further?
To do so, click on the chat icon located at the top right of this forum's page.
Here are 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 "Start new conversation" (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

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.
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19 days ago

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user_sp392v

My internet keeps dropping and the status map turns blank when I login

XfinityKei

user_sp392v

XfinityKei

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