Connection drops periodically ALL THE TIME

My connection might be OK all day, but as soon as 5:00 comes it goes up and down all the rest of the evening. It's driving everyone insane.

It goes hard down, 100% packet loss, for 30 seconds to 5 minutes at a time. It happens every day.

Tech came out and said the modem is fine and my uplink is fine, but the node is over subscribed and running over 90% capacity.

As far as they could tell the node is scheduled to be upgraded in about 6 months. This is absolutely unacceptable service for over $150 dollars a month.

How do we get this escalated?

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XfinityJorge

Official Employee

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2.4K Messages

20 hours ago

@user_2c2g3l Hello! Thank you so much for using our Forums as a tool to get in contact with our Xfinity Support Team. You came to the right place for help and we understand how frustrating it is to be experiencing these intermittent connection issues. Our team is here happy to be part of the solution and see how we can improve this to turn your experience around. In order to get started can I get you to send us a DM with your full name and service address?
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

(edited)

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Customer Service

user_2c2g3l

Connection drops periodically ALL THE TIME

XfinityJorge

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