Skip to main content

    Support

    Offers

U
user_c8c422
1st Topic
1st Reply

Visitor

 • 

3 Messages

Tuesday, November 23rd, 2021 4:06 AM

Closed

Service interruptions every 12 hours (8am and 8pm) as well as random drops throughout the day.

Every day at 8:00 am and 8:00 pm our service drops. This has been going on for months. In fact, our daughter knows that it is bedtime when our streaming services shut down during the outage. There are several folks in our neighborhood that are also experiencing intermittent service. Curiously, this seems to have begun following “upgrades” in our area.
My wife is now working from home and usually resorts to hotspotting off of her phone due to the frustration of service coming in and out. 

Considering that we pay about $140 per month for internet service, I am appalled that we must use our cellular data plan because our wired service can’t cut it.

Any help and/or advice will be greatly appreciated!

I have posted a link below with a few comments from neighbors.

https://nextdoor.com/p/NM9QFx-cpZ9D?utm_source=share&extras=NTgxMTY4OTE%3D

Question

 • 

Updated 

4 years ago

409

2

0

This conversation is no longer open for comments or replies and is no longer visible to community members.

XfinityEmilyB

Official Employee

 • 

2.1K Messages

4 years ago

Welcome to our community forum, @user_c8c422! Thank you so much for taking the time to bring these internet issues to our attention. I have 3 people working from home so I know how frustrating it can be to deal with internet issues. Are you experiencing issues over wireless connections, hard wired connections, or both? Are you using a separate router alongside your modem? Have you checked the coax cable between your modem and coax outlet to make sure it's finger tight and free of bends or damage? 

2

0

user_c8c422

Visitor

 • 

3 Messages

@XfinityEmilyB

Good morning. We are only using the modem that we lease through Xfinity. The cable appears to be in good working order with no sharp bends and tooth ends are finger tight. Unfortunately, I have no way to test the cable to ensure that it is properly transmitting signal. 

With that being said, the regular outage intervals (8am and 8pm) cannot be explained by a faulty cable that has not been moved in a couple of years.

4 years ago

0

XfinityBillie

Official Employee

 • 

3.4K Messages

I appreciate you confirming that information for me and would like to take a closer look at your signal levels. It's important to me that we get your services working well again. Please send us a direct message to "Xfinity Support" with your full name and address to get started.

 

To send a direct message you may need to:
Click "Sign In"
Click the "direct message" icon
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

 

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

4 years ago

0

user_c8c422

Visitor

 • 

3 Messages

4 years ago

Good morning. We are only using the modem that we lease through Xfinity. The cable appears to be in good working order with no sharp bends and tooth ends are finger tight. Unfortunately, I have no way to test the cable to ensure that it is properly transmitting signal. 

With that being said, the regular outage intervals (8am and 8pm) cannot be explained by a faulty cable that has not been moved in a couple of years.

0

0

forum icon

New to the Community?

Start Here