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user_8f8cf5
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Originator

Visitor

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8 Messages

Thursday, November 17th, 2022 4:41 PM

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Slow internet and random disconnects

Is anyone experiencing ultra slow internet speed, random disconnects, and streaming interrupts? I've run virus, malware, optimization software to ensure that it is not my laptop causing the problem. 

My new install (we moved last month) is entirely wi-fi. The modem is about 20 feet away on the same floor where the main TV is (living room); I'm down the hall in our office.

Almost any operation I initiate (clicking on email, starting an app, etc.) results in the system 'clocking'. Even when I log-in to Xfinity dashboard, I routinely get a 'can't connect' message (example attached).

Any insight is appreciated! Thanks, Steve

[Image Removed: "Personal Information"]


I've re-booted several times with no resolution. 

Question

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2 years ago

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XfinityRaul

Official Employee

 • 

1.6K Messages

2 years ago

Good morning, @user_8f8cf5. I'm sorry to see you're still having issues with your email and internet service even after troubleshooting. I would love the opportunity to review your account to see what we can do to resolve this with you.

 

In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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user_8f8cf5

Visitor

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8 Messages

@XfinityRaul​ I'm sure I'm doing somethign wrong. When I go to Chat, I can't pull up your handle. Can you confirm how to respond via private message to you? Thanks, Steve Hassall

2 years ago

0

XfinityKei

Official Employee

 • 

1.1K Messages

Hi @user_8f8cf5, Great question! Can you check  out this link to send us a message. (https://forums.xfinity.com/t5/Getting-Started/Private-message/td-p/3170319 ) 

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

2 years ago

0

EG

Expert

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106.9K Messages

2 years ago

@user_8f8cf5 

Use the name *Xfinity Support* as was stated.

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EG

Expert

 • 

106.9K Messages

2 years ago

@user_8f8cf5 

The link that was given indicates to use the recipient's name in the "Send to."

That won't work for messaging employees. You need to use the name Xfinity Support as was stated.

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CCErika

Problem Solver

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339 Messages

user_55aefd Good morning and thank you for taking the time to post in our Forums. We appreciate you bringing this to our attention. I can assist with submitting a ticket to our Maintenance Team who can report out and replace/repair damaged equipment in your area. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

  • Click the "Peer to peer chat" 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 no longer work for Comcast.

2 years ago

0

CCErika

Problem Solver

 • 

339 Messages

@user_55aefd,  Good morning and thank you for taking the time to post in our Forums. We appreciate you bringing this to our attention. I can assist with submitting a ticket to our Maintenance Team who can report out and replace/repair damaged equipment in your area. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:

 

Click "Sign In" if necessary

 

  • Click the "Peer to peer chat" 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 no longer work for Comcast.

2 years ago

0

user_8f8cf5

Visitor

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8 Messages

@EG​ 

Hi EG, any idea how long after I submit a tech support request to @Xfinity Support I should expect a return answer? Wondering if there is a normal response time these days for these questions....

Thanks,
Steve

2 years ago

0

EG

Expert

 • 

106.9K Messages

2 years ago

@XfinityErika 

FWIW. I don't see a "user_55aefd" posting in this thread ?

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Jack_J12

Contributor

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30 Messages

2 years ago

I've been having massive disconnect problem for years, but just this week compared Comcast Service with Verizon.  See my attached comparison.

I think part of the problem is that my node is overloaded, and has been for years.  One technician reported the problem to engineering with no results or feedback.  A second told me that engineering doesn't listen to them and they takk the flack from customers!  Good luck! 

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CCStephanieT

Contributor

 • 

342 Messages

@Jack_J12​ Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

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

 

See https://comca.st/3KQF8q9 for an example.

(edited)

I no longer work for Comcast. 

2 years ago

0

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