I have been a loyal Comcast/Xfinity customer for nearly 20 years. I have paid all my bills on time and have multiple services with the company. In the past few weeks, I have been having connectivity issues where my internet and phone (not TV) have intermittently gone off throughout the day. When this occurs, everything in my house "resets": Nest Thermostat, Nest Protect, XFi Pods, ADT, MyQ Garage, Apple TVs, Canary, Arlo Cameras, Ring Doorbell, etc. etc. It is usually out for a few minutes but happens at irregular intervals (sometimes once or twice a day, sometimes 5 times in an hour). I did the usual check list call with Xfinity and checked my connections and restarted the Gateway DOZENS of times; I swapped out the Gateway at a local Xfinity store; I took the day off from work and had a tech at the house for over 3 hours; he was unfriendly, "bothered" and unaware of what my actual problem was (he didn't even know what XFinity Xpods were when I showed him that they were all failing). After troubleshooting, he finally ended up adding an amplifier to the side of my house, and it seemed to have worked....until 4 days later when the same intermittent issues resumed. I am at a loss for what to do next. I have noticed that it has been windier (in South FL) and saw that my cable line goes through a palm tree canopy near the pole; when it the wind picks up it appears that the connector might be getting "jostled"--this may explain the little outage that momentarily flips off my wifi?? Has anyone had this same experience? Is there a way to get an escalated call to Xfinity and hopefully have someone check the outside connection without me having to be home? I am extremely frustrated and though I don't want to switch services, I feel like I have no choice but to start looking for alternatives. Also, does anyone know if they have a way to see how often in a day it is on and off? They either tell me it is up and running or if its down when I call--no trend.
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Hi--what area are you in? I am in Broward County, FL and this is exactly what has been happening to me over the past week. My wifi shuts on and off throughout the day--maybe once every 15 minutes. I did all of the necessary shutdowns and even went to the Xfinity store to get a replacement Gateway. I was attributing it to the high winds we were having last week, but Xfinity said that had nothing to do with it. After sending a tech to the home (which I took off of work for) he spent over 3 hours at the house but really had no idea what he was doing--he didn't understand what my Xfinity Xfi pods were (?!?!)--he kept saing that wifi has nothing to do with iPods(!); when I showed him that my Ring, Arlo Cameras, Nest thermostat & smoke detector, wireless printer, Canary, Apple TVs, Sonos and ADT alarm were also constantly resetting with every blip, he would only focus on the ADT and say that it is not Xfinity's fault(?!?!). He was rude, condescending and unpleasant throughout. In the end he begrudgingly put an amplifier on the side of the house and the problem stopped--until yesterday (5 days later). I am noticing that it was very windy outside and my line is sagging through the palm trees. I HATE to go through this all over again, but I'll call them out to see if they can check the pole. Any advice on how to get pushed through to get a more "senior" tech/advisor rather than one of their contracted employees that tend to not "care"?
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