Visitor
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1 Message
Poor internet connection
My internet connection has been going in an out for a few weeks now.
My connection will just stop, and then restart within a few minutes.
This problem happens 20+ times a day. Sometimes it will go a few hours before it cuts out again, other times it will cut out multiple times in a span of 30 minutes.
When I've tried to connect customer service and they troubleshoot my connection they say it looks fine because it isn't disconnected in the moment they try.
I talked to a customer service representative who recommended I update my router. I have do that and the problem remains. She also said she could upgrade our service. There is no point in upgrading my service if the connection is so unreliable.
I am a new mom trying to take care of a baby and looking for work where I can work from home and my HORRIBLE internet connection is making that impossible.
I do not find it just to pay for a service that has been so incredibly unpredictable.
Please find a way to fix this problem.
EG
Expert
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112.8K Messages
1 month ago
First. Please try starting here if you wish;
https://forums.xfinity.com/conversations/your-home-network/connection-troubleshooting-tips/602da777c5375f08cdea3db9
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XfinityDuron
Official Employee
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122 Messages
1 month ago
Hello @user_1tbloo I completely understand your frustrations with an unreliable connection, but you have reached the correct department to fix your issues. If you can send a direct message we will better be able to assist
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
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EG
Expert
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112.8K Messages
1 month ago
@user_1tbloo
Have you had a chance to see if any of those troubleshooting tips apply ? Please reply right here in your topic on these public help forums. Thank you.
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