Visitor
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2 Messages
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.
XfinityJustinC
Official Employee
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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?
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