Need pole/node/maintenance team escalation. Ongoing drops since mid-line upgrade.

Every since mid-line upgrades were done over 6 months ago I've had internet drops every few hours that lasts 3-30 seconds. Tech was sent out and verified issue was on the pole/node side and escalated. It improved, but was still having drops a few times daily for the last couple months.

Last week there was more maintenance done in my area and support page showed degraded service. After work was complete it seems to have improved, but I'm still seeing drops once or twice daily. My neighbor also confirmed they are having drop issues.

I'm requesting this be escalated again to the pole/line/node team in my area. My modem signals all are in correct range, but can provide logs as needed.

Responses

Oldest First

Selected Oldest First

XfinityJustinC

Official Employee

•

2.6K Messages

9 hours ago

Hello, @chris173 thank you for reaching out over Xfinity Forums. Being a remote worker myself I completely understand the importance of having your home network running optimally, and you've contacted the right place for support. I did see you're new to the Forum and understand if you're not familiar with the guidelines and processes.

While we can certainly appreciate your desire to receive immediate assistance with your issue. Please be mindful that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum is a violation of Forum Guidelines. In the future we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message.

I did want to help get the proper expectations set up that a field technician submits a referral to our maintenance experts, which sounds to be the case when you mentioned having a technician out a few months ago. I apologize if I'm over looking this, have you recently had another techncician out after the most recent connections drops have started to occur?

chris173

Visitor

•

2 Messages

@XfinityJustinC

Hello, apologies. I thought the process was the same as reddit support (You create a post and then message directly to start support)

The ongoing issue: ever since mid line upgrade earlier this year I've had ongoing drops. They have improved, but still getting 1-2 drops daily. Issue wasn't full resolved after last tech visit escalated to field team earlier this year.

As for field technician, I just changed my plan recently so it flags it as a new installation (fee involved) to schedule. I had this issue before last time I had a tech out and had to jump through several phone calls to get the fee removed. I don't want to go through that process again. So at this point I have two options from my perspective:

1. Reach out as I have to try and get this issue escalated to a field team. They were out in the area a week back doing work which showed on xfinity support page and my outage map even showed "degraded service". After the work was complete my service has improved, but I'm still seeing drops 1-2 times daily, usually in the morning. Everything in my home to the top has been replaced, so I'm just trying to get this escalated to the right team. As sending a technician out will just have them go through the same escalation.
2. I wait until my account is not flagging as new installation (probably next month) and then schedule a tech out to get this escalated.

Can you help with #1?
I'm assuming the answer is going to be you can only get a tech sent out, which is the same answer I've gotten now after reaching out via phone and reddit support. If that is the case, I will just wait until next month and schedule a tech.
I've been wanting to upgrade to the 2GB package, but I'm not going to pull the trigger until my line is stable.

(edited)

9 hours ago

XfinityAdrienne

Official Employee

•

2.3K Messages

No worries at all, @chris173! Thank you so much for sharing the details with us, and we can certainly work together to ensure the services are more stable. We will continue with you in DM to ensure we work with scheduling an appointment if need be.

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 as Best Answer. tick

9 hours ago

Your Home Network

chris173

Need pole/node/maintenance team escalation. Ongoing drops since mid-line upgrade.

XfinityJustinC

chris173

XfinityAdrienne

New to the Community?