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Daily, intermittent internet outages

New Poster

Daily, intermittent internet outages

Every day, several times a day, our internet cuts out for about 10-20 minutes. I can't get past the auto response when I call for help. I'm ready to start shopping for a new internet provider if this doesn't get fixed.

Gold Problem Solver

Re: Daily, intermittent internet outages

Wifi or Ethernet?

If you want to troubleshoot this yourself, please see Connection Troubleshooting Tips. If you still need help, please provide Information Requested for Connection-Related Posts. Loss of Internet service is often due to a poor connection between your equipment and Comcast's network, usually in or near your home.

If you are using Wifi it's best to switch to an Ethernet cable connection if possible while measuring speed and checking the reliability of your connection to Comcast.

If you can't find the problem or you'd rather have Comcast do the troubleshooting, call them at the phone number on your bill or 1-800-Comcast, or chat with them using the Internet Support option at https://support.xfinity.com/chat. If they can't fix the problem remotely, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device, or anything outside your home, you shouldn't be charged.

New Poster

Re: Daily, intermittent internet outages

I've gathered the information requested for connection-related posts, but it's not at all clear to me where I'm to put that information.

 

Please advise. 

 

Thanks

Gold Problem Solver

Re: Daily, intermittent internet outages


@jimhancock wrote: I've gathered the information requested for connection-related posts, but it's not at all clear to me where I'm to put that information. ...

Just post another reply containing the information. See https://forums.xfinity.com/t5/Your-Home-Network/Internet-Intermittently-Cuts-Off/m-p/3229656#M302616 for an example. You can post text or images, but images tend to be delayed as they need to be approved by a moderator (you'll be able to see them if you're logged in to the Forums, but other users will not). Please include the error log.

Official Employee

Re: Daily, intermittent internet outages

Hello, jhawkfan22. Welcome to the Xfinity Forums!

I'm really glad you reached out to us for help with the connection issues you've been having. I'm sorry that you've had a negative experience thus far getting support but I would love to help turn that around. Please send me a private message with your first and last name so I can assist. 

 

 To send a private message, click my name "ComcastTambrey", then click "send a message".


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Official Employee

Re: Daily, intermittent internet outages

jhawkfan22, as I have not heard back from you in some time, I have closed this thread to further comments. I hope you were able to get the assistance need to stabilize your internet connection, but if you still need assistance, please feel free to start a new thread.


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!