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user_6ar0gz
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7 Messages

Tuesday, November 12th, 2024 4:35 PM

Internet access yo-yo's up and down all day - Cannot get an answer

My internet access goes up and down dozens of time during the day....sometimes,   5 or 6 times in a couple of minutes.  This has been going on for 3 months now and is getting worse by the day.  Have replaced the modem/router...no difference.   Cannot get a field service tech to the house,  tried half a dozen times, including my local Comcast store putting in a request.  Each request is denied.     Driving around I find a Comcast portable generator hooked up to an electrical distribution/meter/panel  ground pedestal/box...of which the meter is actually missing.     A Comcast trailered diesel generator, which,  appears to run off and on and has a standard 120v 16amp extension cord running into the electrical box....which is next to a Comcast/Electrical debarkation block.   I can provide full ID info on the trailer and the location.  It's tire is booted and it has been there awhile at least 2 months.    I'm guessing this is my, and other neighbors issue.     How to can I get a definitive answer on the problem and timing of the solution since Comcast Customer Service doesn't  appear to have access to much of anything going on in the 'field'.   They had told me they have no clue as to what Comcast in the field is doing....one individual said it was like two different companies that do not communicate.   (PS.  the AI BOTS are worthless....rebooting the modem doesn't fix anything)    SO, to be clear,  my TV service is fine, my modem/router/gateway is up and running and I have internal  'Intranet' connection....we just do not have reliable 'INTERNET' access.   Finally,  it is highly embarrassing to be a zoom call and it drops four or five times.   Anyhow,  is there anyone in the entire know Comcast UNIVERSE that can help me ????     If not let me know and I'll find another solution....the current situation for the cost is not acceptable.    Thanks for your time if you are a real person !     

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9 days ago

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XfinitySara

Official Employee

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1.3K Messages

10 days ago

Hello, @user_6ar0gz! Thank you for taking the time visit the Xfinity Community Forum and create this post regarding your intermittent connectivity issues. I am sorry to hear about the trouble you've had reaching a resolution, and I'd love to see what I can do to help! You've come to the right place :) Our Digital Care Team is awesome to work with, and we do have a way of communicating with the field team in your area as necessary. First, for your and the community's sake, may I ask if you've recently reviewed these Connection Troubleshooting Tips? If not, that is a great place to start! There may be something listed there that you haven't thought of yet, or tried changing on your end to see if the connection can be improved. Please let me know if it helps at all. Secondly, I'd like a little more information around your previous requests for a Trouble Call (tech visit). Have you been given any reason(s) why scheduling an appointment has been denied? While we typically recommend starting in My Account or the Xfinity App where you can also access the Xfinity Assistant when experiencing service concerns and wanting to troubleshoot, our team can definitely take a closer look when you need us to. Just let me know if you notice anything new while checking out the troubleshooting checklist, and we'll remain here to support you however we can!

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user_6ar0gz

7 Messages

Oh my....what part of my message did you not understand ?     For over two months we have done everything and anything to resolve this issue.  Replaced the modem,  been in the attic to check and test ALL of the connections.....checked the feed into the house to make sure the cable wasn't nicked and bleeding signal.   I have TV service,  so it's not the cables,  it is the internet access going up and down many, many times daily..meaning my feed to the outside world is not working.   My neighbors have the same issue.   It has to be an external infrastructure issue and your AI BOTS are not going to address it.   As to way the service calls are cancelled,  how would I know ?  There is ZERO feedback.    At least I go out and try to ascertain the issue, write you with what I see (since I can't get a tech) and you feed me the same [Edited: "Language"] on troubleshooting tips.....like I'm an idiot ?   So, let's try again,   I can send the specific ID info on the Comcast generator, including pictures, and I bet somewhere, someplace Comcast actually knows where this generator is located, why it is there and why it is running off and on..it is feeding power to the electrical box and the side of the trailer says in big black letters, ' Supporting your communities communication services during temporary power outage'...... hmmm,  generator running as of today,  we have main power on the grid so why is the generator running feeding power to an electrical box that feeds the debarkation box and my internet access is poor at best ?        So,  while I wait on another AI answer,  I'm going to hop in my truck, with my photos, and I am going to drive around, find a REAL Comcast field tech and start asking the questions.  (I'm going to guess the electrical pedestal is dead (since the meter is missing) and there is a disagreement between Comcast and whoever else as to who is liable..   Meaning instead of fixing the problem, you've got a generator running).   

(edited)

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10 days ago

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XfinityThomasC

Official Employee

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2K Messages

@user_6ar0gz Could you please send our team a direct message with your full name and full address? To send a direct message:
1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon 
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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10 days ago

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user_6ar0gz

7 Messages

Have no idea [Edited: "Language"] you are talking about.....I hit buttons tabs etc and nothing..........why is this so difficult ?    Just let me know what I need to do......send me direct link and I will respond.......there is no 'click new message' etc....all  I see are BOTS.    You know my account info ?  Right ?   

(edited)

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10 days ago

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user_6ar0gz

7 Messages

And,   why [Edited: "Language"] do I want to be a Comcast Customer when I see it reasons not to help ?  Please, please let me know.........

(edited)

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10 days ago

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user_6ar0gz

7 Messages

Here's the  deal I need to talk to a real person...not AI BOTS.   Comcast knows the issue and refuses to communicate the issue so I can make informed decisions.   

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10 days ago

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EG

Expert

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107.1K Messages

10 days ago

The concern is not "accessibility / disability" help related................ Topic moved here to the proper help section for assistance.  

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user_6ar0gz

7 Messages

that is most correct....and Comcast knows the issue and refuses to communicate with me

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9 days ago

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