2 Messages
Uploads make internet cut out and upload speeds extremely slow
I work from home and a big part of my job is uploading audio/video files. We have very low upload speeds, and the internet disconnects every few seconds every time I try to upload files (and then I have to start the upload again - our work system doesn't allow it to just continue uploading after a blip). I am unable to work with this happening.
We had a tech come out today, and he and his supervisor saw the slow upload speeds, but didn't seem to have any idea of what was happening. They replaced our equipment, gave us a new splitter, checked everything again, and it's still happening. Supervisor said he was going to issue a ticket, but I need this fixed quickly. What else can we try? Or how can I otherwise escalate this issue? If it is not fixed within a week, I'll need to cancel Xfinity and request a full credit for my lost work time/first bill.
This does not happen on other internet/wifi that we've had, so it has to be Xfinity, not me/my laptop that has the issue. It's extremely frustrating that no one has been able to give us an answer.
XfinityAlfonso
Official Employee
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1.6K Messages
2 years ago
Hello @user_ad0b9f thank you so much for taking the time to reach us here via our Xfinity Forums. We absolutely understand the need for consistent and stable internet services at home, and we'll do all we can to help.
If a supervisor tech has stated they'll open a ticket, this is already considered an escalated situation, and we'll handle it as such as quickly as possible. We do have a ton of resources here though that can help narrow down potential issues. Our Community Experts have put togehter a fantastic thread I'd like you to review
ANSWERED: Tips for troubleshooting your Xfinity Internet connection
If you've been tracking things yourself, any logs, speed tests, or signal data you've acquired will help immensely.
Please reach us 1-1 anytime as well.
Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then entering “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.
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user_NA
Contributor
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15 Messages
2 years ago
If they offer a tech visit it will be a last resort scenario. The biggest advice I can give you is to refuse to be charged to have a tech out. Its their responsibility to take care of their networks and if xfi is to cheap to pay their sub contractors properly that the clients have to maybe they should fix their issues themselves. A tech visit costs $39.99 and sometimes they will say they will refund you if an issue is found but they never find any or fix the issue. unless you pay for it.
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user_fkdb36
2 Messages
1 year ago
This is also happening to me. I work from home and must have consistent connection and upload speed to manage a remote call center. It has worked fine all summer and recently, after work done in our area, it has not recovered and I am jeopardy of losing my job. I've collected logs for the last two days and will be contacting support again today. I need a resolution, there is no alternative in this area for service.
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