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user_q01lxe
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2 Messages

Saturday, December 9th, 2023 5:08 PM

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Slow internet speed and connection dropping since summer

Hello,

I have been having trouble with my internet connection since this summer.  Speeds have been slow, and there have been varying degrees of connection problems.

On 12/2 I had a chat agent activate a new modem, but the same problems persisted.  The chat agent set up an appointment for a tech to come out, but after waiting for the appointment I contacted Xfinity only to find out my appointment was cancelled without notification.  During the week since the new modem was activated, the connection problems have become worse, dropping every couple minutes.

I have been forced to use an old 4x4 modem in the meantime, which maintains a solid connection, but isn't capable of providing the speed of my plan.  I am using an ethernet connection to the modem, and the coax cable is one cable coming from the outside line - there are no panels, jacks or splitters involved.

Any help you can provide would be appreciated.

Question

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Updated 

1 year ago

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0

Accepted Solution

user_q01lxe

2 Messages

1 year ago

Following up on my original post.  Through direct messages on the forum, I was able to make another appointment for a technician.  He measured the coax speed, and found no problems.  He then inspected the line outside and found damage.  After replacing the line, the connection issues have been resolved.

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XfinityDilary

Official Employee

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2.1K Messages

Thanks for the update, @user_q01lxe. I am glad the visit was successful. And your issue has been fully resolved. That's awesome! If you need anything else, feel free to create a new public post. Happy holidays! 

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

1 year ago

0

XfinityThomasC

Official Employee

 • 

2.5K Messages

1 year ago

Hello, @user_q01lxeCould you please send our team a direct message with your full name and full address? To send a direct message: 

  1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon 
  2. Click the "New message" (pencil and paper) icon
  3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
  4. Type your message in the text area near the bottom of the window
  5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

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0

EG

Expert

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110K Messages

1 year ago

@user_q01lxe @XfinityThomasC 

Please circle back here and post any possible solutions for the issue here in these open 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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user_0sook0

1 Message

1 year ago

Same issues and similarly being [Edited: "Language"[ around by support.  Now the agent chat doesn't even work on my phone over cell data and I'm about to lose my job because my manager sees every time I drop off... let alone the issue of not being able to stay in a meeting for more than five minutes at a time.

(edited)

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XfinityAldrik

Official Employee

 • 

2.1K Messages

Thank you for reaching out to us on our community forums @user_0sook0! This is far from the experience we want you to have. Have you noticed if all devices are being impacted at the same time or just one particular device? Are you seeing this on wireless connections, hardwired connections using an ethernet cable, or both?

(edited)

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

1 year ago

0

EG

Expert

 • 

110K Messages

1 year ago

@user_q01lxe 

Thanks for circling back with that update. Hope things hold up for you ! Happy holidays !

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