Visitor
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1 Message
Ongoing intermittent internet outages despite good speeds – need escalation
I’m experiencing recurring, intermittent service drops with my Xfinity internet connection. When the service is up, my download speed, upload speed, and latency all test within normal/expected ranges. However, the connection itself drops entirely on a periodic and unpredictable basis.
We have experienced multiple outages over the last several weeks, and this no longer appears to be an isolated issue. The problem is reliability and stability, not bandwidth. Basic speed tests look fine, but they do not capture the real issue, which is repeated loss of connectivity.
These outages are disruptive and unacceptable. Given that line performance appears healthy when measured during uptime, this suggests a potential underlying line, node, or signal stability issue rather than a simple customer-side problem.
Troubleshooting already completed:
Modem and router reboots
Cabling checks
Verification that local equipment is not the cause
At this point, I am looking for escalation beyond basic troubleshooting. Specifically, I am requesting:
A line stability review (including signal levels and error/error rates over time)
Confirmation of whether there are known intermittent issues in my area
A technician visit if remote diagnostics cannot identify the root cause
Consideration of account credit for recurring outages
I’m increasingly frustrated by the lack of reliability and would appreciate guidance from an Xfinity moderator on next steps and escalation options.
Thank you.
user_claudia
Visitor
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1 Message
1 month ago
Same issue I’m having
1
user_bkakvi
Visitor
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1 Message
1 month ago
Same thing, unable to get a real human to assist.
1
XfinityGabriel
Official Employee
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3K Messages
1 month ago
0
user_b9e268
Visitor
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1 Message
16 days ago
I keep having the same issues. I've had a technician come out and compeletly replace the line from the utility pole to my house. I was promised it would resolve the issue. I even let the customer service rep talk me into getting Xfinity mobile. I try to report outages but the AI keeps saying there are no outages. This is so stressful as I do college exams with online protoring and have almost failed multiple exams due to this.
I am paying for a reliable internet service, and the current experience does not meet that expectation. I would appreciate prompt attention to this matter, as continued disruptions are not acceptable given my online schooling requirements.
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1
user_275f55
Visitor
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8 Messages
5 days ago
Same has been happening for me since mid-February 2026 (could have been earlier). And I constantly get the maintenance general statement when I check the support section. "Based on reports from February 23....March, 2026, there are active, widespread, and "planned" maintenance issues causing Xfinity outages and degradation in California. "
I also read, thru google search, that Xfinity is undergoing Regional Maintenance from possible damage to the lines by construction crews. And that they maybe be undergoing next generation upgrades that are causing more problems. I can't get ahold of support, online, due to poor connection on my desktop atm, so I'm trying to go thru this forum's Xfinity Support messaging, to see if support can help. It is ridiculous to have us pay full price to get so many outages and the maintenance outages aren't considered reimbursable in credits.
UPDATE: 03/02/2026
My response from Xfinity Support. At least it was an honest response. "Thank you so much for the address, Laura. I was able to take a look at the network for you, and there are still some ongoing issues. It looks like the work done already was not fully completed, and there are still reported issues in the area that they have plans to address on the 2nd. This may be directly related to the signal issue I am seeing in your diagnostics. I am getting back that your received power level is not what it should be. There are a few things we can check in the meantime to rule out anything at your location. Could you start by confirming the MAC address for the modem you are currently using?"
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mook708
Visitor
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1 Message
2 hours ago
Same here and I primarily work remote so it is frustrating when I am on a call with a customer and the line drops out.
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