Ongoing Severe Internet Service Issues – Request for Resolution

My family and I have been experiencing significant issues with our Xfinity internet service over the past three months. The internet speed frequently drops from approximately 800 Mbps to less than 1 Mbps, often multiple times per hour, with outages lasting from 1 to 15 minutes at a time.

After contacting support initially, we were advised to upgrade our equipment. We followed this guidance and purchased a brand new modem and router, but the issue persists.

Since then, we’ve had multiple technicians visit our home to test speeds and check connections at various points, including at the line entering the house and directly at the modem. While each technician reports that the signal appears fine, they continue to suggest that the issue lies with our equipment—even though it is new and functioning properly.

In recent visits, some technicians have mentioned that our neighborhood’s node is oversubscribed and “at capacity,” even calling it the worst they’ve seen in terms of congestion. However, our immediate neighbors—who also use Xfinity and are connected to the same node—do not report any issues, which calls that explanation into question.

We also addressed and fixed a damaged coaxial line outside the house (caused by a rodent) and have verified that the internal wiring is fully intact and undamaged.

We have paid for high-speed service but have not received the service levels we’re being billed for. We respectfully request:

1. A clear explanation of the cause of these persistent issues,
2. Immediate steps toward a permanent resolution, and
3. Appropriate compensation for the ongoing service degradation.

If we do not receive a timely and satisfactory resolution, we may be forced to escalate the matter further, though we would prefer to avoid that route.

We appreciate your attention and look forward to your response.