I have been suffering from an Xfinity nightmare for over a month now, starting from a bad DVR box to constant internet connection issues. I was told my DVR box could no longer accept updates and needed to be replaced. 10 days it took to receive a new box. A replacement box was supposed to be mailed within 3-5 days from my original call and was never shipped to me. After the 6th day I called and was told they do not ship replacement boxes. I would need a tech to come bring one, more waiting w/ no service.
Tech #1 finally comes, says the lines are good, provides the new dvr box and leaves. Box works fine, then we start experiencing the constant internet outages. I replaced xfinity modem with an arias SB8500 modem and google nest router - but still experienced the same issue.
Tech #2 comes out - who said the line to the poll needed to be replaced. Did that, came inside my home and still the internet kept dropping causing the modem to constantly restart. Tech says its the modem, suggested I put back the Xfinity modem and left. Had to get back on the phone to go through those steps of activating the Xfinity modem to just experience the same intermittent drops again, so the modem doesn't appear to be the issue. Another call to Xfinity, more loss of service, time, frustration as I am working from home and home schooling 3 children! Hours on the phone and the result, we must send out a tech.
Tech #3 comes out says all the lines look good - connection is good and blames firmware updates as the reason for the constant intermittent outages. Did absolutely nothing else and left. Called it an 'educated the customer' visit. Just to continue to experience the same issue again. More hours on the phone which resulted in yep you guessed it, we must send out a tech.
Tech #4 replaces the coax line from outside into the house and directly into the outlet. Still no luck, more outages. And these are not just 5 minutes, some of these outages have been hours or even days!!! Again I call, more hours on the phone for customer service to tell me there appears to be a node issue, meaning at the line level not on the ground, Another tech has to be scheduled.
Tech #5 shows up who happens to be same Tech #3, told him it was not a firmware issue that according to what customer service told me it is an issue with the node. He said he cannot do anything about that. He is a ground/residential tech, not a line tech - those calls have to be scheduled by a supervisor. He made some calls to the line techs in the area, said that many of the nodes need to be replaced to add 5th carriers to them that will help with the load as they are all over capacity and cannot handle the volume.
So the node that my particular service is coming from appears to be where the problem is yet as a customer, I cannot schedule that to be fixed? It has been over a month of this, 10+ hours on the phone, 5 service techs at my home and still I sit here once again w/o internet service, no wifi, no tv, nothing for going on 6 hours now. With absolutely no help from Xfinity but a vicious cycle of no resolution.
Good God, finally someone experiencing the same issue as me. Not sure if you check this, but do your outages (when they don't last for days) happen close to the same time every time it goes out?