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Intermittent internet

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Intermittent internet

My modem has a red light on it. My internet is down and both Xfi App and Comcast agents tell me everything is fine! This is insane. Does anyone at Xfinity care? 

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Problem Solver

Re: Intermittent internet


@sders wrote:

My modem has a red light on it. My internet is down and both Xfi App and Comcast agents tell me everything is fine! This is insane. Does anyone at Xfinity care? 


What is the make/model modem you have?  Which light is red?  Could be the agents can see the network connection to your modem as fine, but the modem has a local network problem.

Joe V
(not a Comcast employee, just another paying customer)
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New Poster

Re: Intermittent internet

I think it is XB6

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Problem Solver

Re: Intermittent internet


@sders wrote:

I think it is XB6


https://www.xfinity.com/support/articles/xfi-gateway-led-lights

Joe V
(not a Comcast employee, just another paying customer)
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Expert

Re: Intermittent internet


@sders wrote:

My modem has a red light on it. My internet is down and both Xfi App and Comcast agents tell me everything is fine! This is insane. Does anyone at Xfinity care? 


First, check here for any local outages;

 

https://www.xfinity.com/support/status



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New Poster

Re: Intermittent internet

Thanks for the replies.

No outages noted on xfinity map or when on phone with xfinity rep. As the table says, red light means no connection to the internet, but, when I am on the phone with the rep. they say I am connected and modem is working normally. Red light goes off and internet will come back up and function normally for a while. All connections are tight. I can go days with normal function and then go days with 20 drops of service or VERY VERY slow service. I am quite suspicious that this is a problem with the lines to my home but they have been replaced. Line to my house is hanging very low from the pole into my neighbor's yard and able to be touched by his children. Comcast will not send anyone out to check this aspect despite the possible danger to small children. I convinced a utility repairman (AEP-SWEPCO) to get the cable out of the street and he temporarily attached it to a pole with a zip tie. Comcast will not come out and check this despite multiple calls and hours wasted by me on the phone. Apparently things are going well in the billing department, however, no lapse there! Very frustrating to deal with and no human contact except through extraordinary means!