Hi all. We have been with Comcast for several years now and just resigned a new contract on August 22nd. There was an outage on August 19th and since then, our internet has been a downhill wreck.
It would turn on and off. I switched the modem, happened again. About a few times a night, signal would be lost.
For the last week, it's been HORRIBLE. Constant lagging, almost like a pause in the connection. If I'm playing a game, it'll give me the diminishing wifi signal in the middle of the screen and then the game will freeze and it'll come back and superspeed through everything I missed while it was frozen, resulting in my loss at the game. My son experiences it with Rocket League while he's practicing with his eSports team. On YouTube, it'll freeze while loading video thumbnails and stay in that paused state for a few minutes and then load it all in superspeed.
It happens on wifi AND my pc directly connected to ethernet. I don't game on my PC but it won't load a page or it'll spin in circles for a few until it does.
For educational purposes, it stops while working on group projects in realtime. My daughter uses Google docs where the group works together and she misses everything they're doing during each freeze. It's CONSTANT.
I have the brand spankin' new modem. Doesn't help. I've changed channels on the wifi, doesn't help.
We had a tech come out yesterday and he noticed our line was sagging (with the hurricane winds and tropical depression weather, everything has been crazy windy outside). He swore that was the issue. Then after reconnecting the sagged line, he came into the house and checked, found an issue (probably checked at the moment it was lagging/freezing )and then the next check, he said we were good to go. He left. We had to run some errands. We came back two hours later, connected to Spotify, our son was playing xbox online, our daughter was working on her presentation online and it started to happen again.
I got back on chat with an agent, she checked the line, said everything was fine on her end. But said she'd be sending a senior tech tomorrow.
Problem is, we have until today to cancel our contract. If this is what we're set to expect over the next year, it's not happening. And I don't want to be stuck having to cover an early termination fee because they can't replicate the issue and can't find the cause to the pause.
I don't have a lot of technical experience but I've read several posts here and watched some YouTube videos so I've gathered some of the necessary data, I just don't know how to translate it and pinpoint the issue so we can have it fixed or not, and then cancel.
Any ideas? @ComcastKenF @ComcastMorgan I've seen you both reply to similar issues. Thanks in advance.
Edited to add: It took almost a minute of loading before this message posted, after I clicked POST. :(
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