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user_bw6jsl
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16 Messages

Sunday, February 16th, 2025 5:36 AM

Underground line to my house was changed yesterday, no change to my internet. Still very slow and disconnects constantly.

They changed the line from RG6 to RG11. I knew it wouldn't do anything because my internet problems are effecting my entire area, not just me.  There was some work done in my neighborhood that actually improved my internet speed to around 1/2 of what I'm paying for when it's working.  Unfortunately my internet drops all day and night constantly from seconds to minutes at a time.

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Updated 

2 months ago

36

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XfinityBradM

Official Employee

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915 Messages

2 months ago

@user_bw6jsl Our team can definitely understand how stressful and irritating it is to have issues with your internet connection. We all work from home on this end of the screen so we can completely relate to how it causes you to make arrangements that you didn't expect. What are some troubleshooting steps you've taken from your end? I provided a link to an awesome post one of our community experts created on specific levels and steps to look for and attempt from your end that will assist us in resolving your connection issue quicker. 

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user_bw6jsl

16 Messages

I have had multiple technicians to my house, and as a result I have a new modem and new wiring.  Did you not see that I said it's affecting my entire neighborhood?

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2 months ago

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XfinityAldrik

Official Employee

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2.1K Messages

Thank you for providing those details! During the last tech visit, did the technician mention if they sent a maintenance request to our local network team @user_bw6jsl?

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
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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2 months ago

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user_bw6jsl

16 Messages

No he didn't, he was the one who insisted that I needed a new cable from the street even though I told him the outages are effecting my area.  Not just my house.

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2 months ago

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XfinityAldrik

Official Employee

 • 

2.1K Messages

Getting your services working as they should be is important to us @user_bw6jsl. I know I would be frustrated if my speeds were slow and my connection was intermittent after multiple technicians. Especially when those visits only addressed the lines to your home while the issue was impacting others in the neighborhood.

 

I’m glad the lines were recently replaced as it helps prove they aren’t the cause. 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://forums.xfinity.com/direct-messaging
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.

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
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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2 months ago

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