problems with service

Hello. I'm posting this message because we've been having problems with our xfinity service. Not only cable, but phone and internet. Last week an xfinity rep came by to put a new modem/tower up, but we're still having problems. The cable, internet & phone have gone out several times today alone. I tried shutting the modem/tower down to no avail. I'm getting tired of this poor service. Could we please talk with someone?

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XfinityVictor

Official Employee

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1.8K Messages

17 hours ago

kissfreak1975- Hello, I am really sorry you are experiencing service issues. I understand how frustrating it is, and I am happy to help you troubleshoot your service. First I will ask a few questions to better understand the root of the problem. We value you as a loyal customer and would like to resolve this issue, so you can enjoy our great service. To avoid repeating any steps you may have already taken, can you please describe what you have done to resolve your service issue?

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kissfreak1975-

32 Messages

Well, as I said in the above message, the cable/internet/phone has gone out several times this week, at various times. Today was probably the worst. I was on the internet tonight 11/13/25 and the internet went out 3 times alone. I tried shutting off the modem/tower, but it didn't seem to do the trick. We did try shutting the boxes down, but it still keeps happening. Like I said, last Friday we had an Xfinity rep here to give us a new modem/tower, but it's still happening. I don't know what to do anymore.

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17 hours ago

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XfinityVictor

Official Employee

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1.8K Messages

kissfreak1975- Is the equipment connected to a splitter?

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.
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16 hours ago

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kissfreak1975-

32 Messages

I have no idea if it's connected to a splitter. One of the Xfinity guys came out last Friday and did it. You guys should have a work order for it. I'm not even sure what he did.

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15 hours ago

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XfinityVictor

Official Employee

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1.8K Messages

kissfreak1975- Can you please send us a DM? You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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 a reply as the Accepted Answer. tick

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15 hours ago

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EG

Expert

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114.5K Messages

4 hours ago

@kissfreak1975- @XfinityVictor

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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problems with service

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