Internet Drops - Ongoing since Nov 2024

As of Nov 2024, I have been in contact with Xfinity multiple times spending countless hours regarding my internet that will drop and restart within 3 minutes. All of the wiring in my home has been replaced. The wiring going to the pole has been replaced. The modem has been changed twice. As of 3/18, the internet has dropped 12 documented times. I have seen multiple service techs and was told by two that the problem is in the main line. Then they decided to "monitor" the line for 24 hours. It dropped twice. They claim they did not record any issues. The two numbers I was given to contact them (tech and his boss) directly are going unanswered and messages I politely leave are unanswered. I pay $120 a month for unreliable internet and no one cares. They have a monopoly on the service so zero motivation to fix the problem.

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EG

Expert

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109.5K Messages

2 days ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityThomasB

Official Employee

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1.8K Messages

2 days ago

Good morning dtmark

Thank you very much for getting us in the loop on this. We greatly want to help. Could you please confirm if you are using one of our xFi gateways or a personally owned modem/router? From the description of the 24-hour monitoring, I was getting the impression the system is owned. Our field teams monitor the signal flow from the node to the inbound NID coax box attached to the home, and If you are using a personal modem, our field teams technically only support up to that inbound line junction. With an owned system, you would technically manage that internal network with support from the device manufacturer.

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dtmark

New Poster

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5 Messages

Hello. I appreciate you commenting. All of the modems used or replaced are Xfinity modems. I have never had a personal modem. I wish the solution were that simple. I would purchase a different modem if I thought that would fix the problem. I was told by two separate techs during a visit to my home that the issue is the main line at the pole because everything at the house is working perfectly. I would like to add that the internet has dropped three more times since my original post. 4/1 @ 9:40 pm (which took much longer to restart), 10:05 pm and 4/2 @ 3:58 am. I was also informed by the technician that the business across the street from me is on the same line. I contacted them and they have issues with their internet too. The owner has had to unplug the modem and restart it on multiple occasions.

So how do I get this address?

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1 day ago

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XfinityThomasB

Official Employee

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1.8K Messages

dtmark

Appreciate the details! That really changes things, our techs are limited on personally managed device, but with an xFi gateway, I have a much higher level of control.

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.

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1 day ago

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dtmark

New Poster

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5 Messages

Hi. I posted the message and referenced you instructing me to do so. Can you clarify what happens now?

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20 hours ago

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dtmark

Internet Drops - Ongoing since Nov 2024

EG

XfinityThomasB

dtmark

XfinityThomasB

dtmark

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