Xfinity Internet [Edited]

Between 6 pm and 11:30 pm it’s been off (red light) 90% of the time, and we’ve had numerous techs out but they can’t solve the problem. Any suggestions for alternative providers?

Responses

XfinitySara

Official Employee

•

1.3K Messages

1 month ago

Hello, @user_5erufg! Thank you for creating a post about your service concerns. I'm sorry to hear about the trouble you've had, and I'd love to see what we can do to help! Our Digital Care Team is the best at reviewing and resolving concerns as quickly as possible, and it would be our pleasure to help improve your service experience however we can. Have you recently reviewed these Connection Troubleshooting Tips? If not, I find that to be a great place to start! When was the last technician there?

2

0

U

user_5erufg

2 Messages

Yes, I've taken all the troubleshooting steps.

We've had numerous tech representatives in our home, rewiring, installing new ground wires, checking all the connections and wiring to confirm it is OK.

I have purchased my own modem and router, went back to an Xfinity Gateway (10/25/2017), traded out and exchanged numerous Xfinity Gateway and still have issues. Each tech leaves saying they've resolved our problem, but later that day or the next we lose internet service again, proving they haven't solved our problem.

Here is a list of dates I remember having technicians to our home:

08/24/2020

08/25/2020

09/10/2020

08/26/2021

06/30/2022

01/12/2024

03/23/2024

08/08/2024

08/06/2024

10/02/2024

Since the last service tech visit on 10/02/2024, we've experienced spotty service and sporadic internet service, and we will lose connection for 15 minutes to 2 hour periods at a time.

I regularly get dropped from a Zoom meeting I attend Monday thru Friday at 9:30-10:30 AM, almost every night lately we lose the ability to stream shows. It's really an issue

Please help us find a way to get the services we are paying for dearly, before I decide to switch to Verizon's Wireless internet

Like

Reply

29 days ago

0

XfinityDilary

Official Employee

•

1.8K Messages

Thanks for completing some troubleshooting steps in advance, user_5erufg. I can see why you're frustrated with this situation. I would be too, if I had some many visits without a resolution. We sincerely appreciate your patience while we get to the bottom of this. I'd like to take a look at the signal on our end and see what other options we have to help resolve this once and for all. Could you please send our team a Direct Message with your name and service address? Our team take a further look at this issue.

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

Like

Reply

29 days ago

0

Your Home Network

user_5erufg

Xfinity Internet [Edited]

Was this helpful?

XfinitySara

user_5erufg

XfinityDilary

New to the Community?