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Intermittent Internet Disconnections For Weeks

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Regular Visitor

Intermittent Internet Disconnections For Weeks

Hello I've been experiencing consistent and frequent internet connection disonnections for about 3 weeks now. I've lived in the same apartment for about 6 years and never had a single issue until about 3 weeks ago. Nothing on my end had changed. I've called customer service at least 4 times and I have power cycled my modem and computer and they've sent that signal to the modem etc each time and it didn't make any difference.

 

I had a sb6183 modem for 3 years and upgraded to a mb8600 hoping that would fix the problem but it didn't help at all. I've also replaced the coaxial cable and 2 way splitter but that's made no difference. I'm in Florida and apparently there is a "covid blackout" and customer service told me every time that they are not sending techs out?

 

This has to be a problem on xfinity's end with the outside lines/nodes/whatever. I'm paying $86/month just for internet that disconnects every few minutes! When I told them this they offered a $12 credit on my next bill...

 

https://imgur.com/a/7XPxIdH

 

 

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Regular Visitor

Re: Intermittent Internet Disconnections For Weeks

No response after 3 days? Would someone at least please escalate my issue to the Comcast corporate employees that are available to these boards? They should be able to at least confirm for me that there is a "COVID Blackout" in Florida and that no technicians are being sent out to even repair the outside lines.

 

Otherwise I will be filing a complaint with BBB. I've tried to resolve this matter for weeks with customer service and didn't receive any resolution to my issue.

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Regular Visitor

Re: Intermittent Internet Disconnections For Weeks

The disconnect issue has been fixed. After submitting a complaint to BBB I got an email/call from comcast executive client relations the next day. The day after that a couple techs came and replaced some coaxial cable and a splitter and a couple of the outside connectors. My disconnections went from every 5-10minutes to now I haven't had a single disconnect in 2 days.