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user_8jop4v
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Tuesday, March 4th, 2025 9:20 AM

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Xfinity Internet significant intermittent downtimes

We are hugely reliant on our xfinity internet service for both work and study. Our service (2 gigabit) has been working ok until recently and has suddenly degraded quite dramatically to the point where it's almost impossible to use it. When checking in the Gateway config/status we see a huge number of correctable and uncorrectable CM Error codewords across every channel. Not sure if that is an indicator of what the issues are. Have tried all possible suggestions from these forums and yet the internet continues to be very unreliable and unusable. Waiting for a technician to visit in several days is challenging given how much we depend on it. Would really like some help to see if anything can be expedited/fixed with your help.

Question

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Updated 

1 month ago

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XfinityJosephA

Official Employee

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1.7K Messages

1 month ago

Hello, @user_8jop4v thanks for sharing this experience. Our team will always do all we can to help and turn things around. When it comes to intermittent connectivity resetting your modem, checking all your connections and bypassing potential splitters are always good steps to take. It sounds like you have troubleshooted and scheduled an appointment already. Are you able to let us know when your appointment is? 

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user_8jop4v

6 Messages

It is scheduled for three days from now by the Xfinity bot. Nothing earlier was available. 

1 month ago

0

XfinityJosephA

Official Employee

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1.7K Messages

That's good to know. You can always check the schedule in the Xfinity app to see if other appointments become available. In some markets you can also sign up for the waiting list. This article can help us out. https://www.xfinity.com/support/articles/appointment-waitlist

I am an Official Xfinity Employee.
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1 month ago

0

user_8jop4v

6 Messages

Is there anything you can troubleshoot by looking at our account or modem status etc to help fix this issue or are we stuck with unusable internet until the technician comes later in the week?

1 month ago

0

XfinityGabriel

Official Employee

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2.2K Messages

 

user_8jop4v, Great question. I will be happy to troubleshoot and look at your account to help see if we can fix the issue before the technician appointment. To further assist, please send us a direct message with your first/last name and full address so I can ensure I pull up the correct account. You can start by clicking the "direct message" icon in the upper right page of our forum page. Once you click on that, input our shared handle Xfinity Support to send us a direct message.

 

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

1 month ago

0

user_8jop4v

6 Messages

Done - send account number and other information and also the screenshot of the modem status. Thank you!

1 month ago

0

EG

Expert

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109.7K Messages

1 month ago

@user_8jop4v @XfinityGabriel 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

3

user_8jop4v

6 Messages

For sure - I do hope we find a quick solution and will be very happy to post here when that's arrived at.

1 month ago

user_8jop4v

6 Messages

Just wanted to respond here. Technician came home and figured out the issue. His analysis was that the signal strength to the house was such that when the signal was then split internally (via a splitter that fed different coax points in the house) the signal loss created this situation. It may have been precipitated by some equipment change on the Xfinity end that reduce the signal strength by just the small amount needed to push the signal at the modem below the threshold creating this issue. Simple solution was to remove the splitter… and signal is more than sufficient now for uninterrupted connection. 
Will post back here if the issue hasn’t completely resolved after a longer observation period - but the explanation made sense to me. 

1 month ago

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XfinityDena

Official Employee

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3.1K Messages

@user_8jop4v Thank you for working with us and for that update. If you have any additional questions you can reach out to the Digital Care Team at any time as we are here for your convenience. We are a digital team dedicated to assisting customers with all aspects of their account needs from troubleshooting together to billing inquiries and more. We are available over Xfinity Forums 7 days a week between 6:00 am - 12:00 am EST. Please have a safe and healthy weekend!

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

1 month ago

EG

Expert

 • 

109.7K Messages

1 month ago

@user_8jop4v 

Thanks for circling back here ! Hope things hold up for you ! Best of luck !

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