Visitor
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1 Message
What do I need to do to get a technician to come out to my home?
I'm having a connectivity issue between my personal modem and the cable plant (continuous T3 timeouts in the modem event log, service dropping randomly, etc.) and I just cannot get customer support to agree to send out a technician to verify if the issue is with my own wiring or with something Comcast owns. I told the last representative I talked to that I was aware I might have to pay for the technician visit if it was discovered that the issue was on my end and that I did not care, but they refused to schedule a visit anyhow and told me I should contact my router and modem manufacturers for support, record the phone calls, and then call back. I am not putting in that kind of time and effort when I know it will be fruitless. The router is brand new, the issue was happening with the old router, the modem worked properly before I moved to this location, the modem output power is within spec, and the ONLY sign of an issue are these continued T3 timeouts. What do I need to do (within reason) to get a technician out to my home to investigate this issue?
TomKatt
Visitor
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13 Messages
3 years ago
Equipment upstream of the modem aren't going to cause modem T3 issues... The modem isn't happy. Whether that's the service in general or the line from the drop to the modem is debatable.
Someone recently suggested calling and threatening to cancel service in order to get a person on the phone who might have some sway. Very sad that seems to be what it takes to get anything done with Xfinity these days...
PS - It looks like the Xfinity Reddit page gets more official Xfinity support than these forums do... You might also try posting over there... Unfortunately, I've seen numerous posts like yours that never arrive at a satisfactory conclusion, especially if it's intermittent... Expect a home test that shows everything fine, or perhaps some signal strength "adjustments" that result in no change. But, perhaps your issue stands right out and they do resolve it. Best of luck to you.
(edited)
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CCValerie
Official Employee
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974 Messages
3 years ago
Hi there, @bromich, thank you for taking the time to post on our Xfinity Forums. I am sad to hear of the issues you have experienced when trying to reach support. Please rest assure you have reached the right team for assistance. I understand how vital it is to have a reliable internet connection! I would like to review the signals being sent to the modem with you. To get started, please send us a direct message with your full name and service address.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Messaging" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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