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Internet Sporadically Disconnecting and Going on 32 Days

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New Poster

Internet Sporadically Disconnecting and Going on 32 Days

I need help getting in contact with someone who can actually help instead of Xfinity's joke of a bunch of chat agents it provides. My internet/WiFi has been sporadically dropping its connection since 8/24/2020. It was fine before then. I've even had a new gateway/modem shipped to me when I thought that upgrading my internet speed would help resolve the issue. And to clarify, nothing in my current situation has changed: In March, my post-graduate studies moved online; in the summer I completed an internship online; lots of Zoom classes; streaming apps like Netflix and Hulu, even at the same time as Zoom classes, etc. Perfect internet connectivity even with multiple users on the internet to work. Then, suddenly on 8/24 all of the issues started.

 

I have been thrown around by the chat agents. I have been given phone numbers to call by chat agents and the phone numbers are to departments that do not deal with my issue. I opened a ticket with the "Advanced Repair Team" on 9/2/2020. Supposedly a technician came out to check the signal box on 9/6. Issues still not resolved.

 

On 9/6, I opened another ticket to have the technician department reach out to me again to see what else is going on. It's now 9/24, and no one from the technician department/higher repair team has contacted me. I even followed up on 9/14 to no avail. I keep being told that the tech department will reach out in 24-48 hours. Well, that ticket was opened on 9/6! Do the math.

 

My signals have been refreshed. My modem restarted so many times that I cannot count anymore. 

 

Today, my issues have been even worse besides the one time a chat agent refreshed my signal which caused all of my devices to not be able to connect to the internet for over 7 hours. Today, like all days, the modem/gateway says that it is online, but either no device can connect to the internet or if the devices do connect the connection will drop, or for a period of two hours, the network couldn't even show up in the list of networks. 

 

It's been 32 days and counting.

 

Please help!

 

 

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New Poster

Re: Internet Sporadically Disconnecting and Going on 32 Days

Update: On September 26 a technician came out and placed a "filter" on the coaxial cable and got rid of the splitter. SAME ISSUES KEEP OCCURRING.

 

I called the customer service line today. They said that Comcast will not send out another technician despite their continued failures to fix my internet connectivity issue. I asked to speak to a supervisor. At that point I was told that the chat agent was waiting for the supervisor to accept my transfer to her line. I was placed on hold several times. Then the chat agent "transferred" me to a general line that said no agents are available at this time and I was disconnected.

 

This is a joke!

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Regular Visitor

Re: Internet Sporadically Disconnecting and Going on 32 Days

I am also experiencing the same issues.  I just recently noticed these quick disconnect problems as they happen rather frequently!  Customer Service is a joke and now contemplating dropping my service and going to another competitor!!

 

PLEASE FIX or have a Solution!!