oldpueblo's profile

Visitor

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2 Messages

Thu, Sep 8, 2022 10:03 PM

tucson internet problems

Between 7 and 9am, and 11am to 1pm, and late afternoon, our internet goes out for a few mins, then comes back, then goes out, over and over for a couple of hours.. I have gone thru and tried to have Comcast trouble shoot.  They had us get the new modem, they buried our cable line, I have restarted the modem hundreds of times, checked our cable connection is our house... nothing.  It has to be something interrupting service outside our home.   Unfortunately Comcast just shrugs and says they don't know, anyone else have these issues on the northwest side?

Official Employee

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812 Messages

3 months ago

Hi, @oldpueblo Thank you for reaching out. I hope you are enjoying your evening out there in Tucson. Perhaps, even enjoying one of those Sonoran dogs I've heard so much about. I see you've been running into connection issues at specific times of the day nearly every day. I'm sure that has not been easy to deal with. I understand we've done a few things already like replace your line and swap equipment. It appears, however, the issue remains. 

 

I did check the levels at the home and in your surrounding area. At this time, I didn't see any major red flags. When service is up, how is everything performing? Do you also know how to check your network logs? If so, have you seen any areas of concern there? 

Visitor

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2 Messages

3 months ago

Thanks for the info.  Xfinity said they are working in the area, so I am hoping that is what is causing our problem..  

Official Employee

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245 Messages

Hello, @oldpueblo I hope you are having a wonderful day other than the service issues you are experiencing. I also live in Tucson on the northwest side and I have not heard of anyone near me having an issue with their services either. I know we have been getting more rain than usual and weather that could be causing some of these issues. I would like to take a look at the signals to your home to see if there is anything being reported for the lines that lead to your home. 

 

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.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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1 Message

2 months ago

Yes same here almost to the letter I got their modem today so that they would not say it was the modem

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