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user_7wjprh
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Wednesday, July 31st, 2024 1:02 PM

Constant, but short internet connection drops

I have had 5 techs come out.  One suggested changing my xfinity modem to the newest and greatest.  I did that - still happens.   Was advised to upgrade my speed.  Did this and still happens.  They put the machine on to test the upstream and downstream and it says it's fine.  I had them remove all the splitters so that it is an straight shot to my modem and tighten the connections from the outside.  Still happens.  They even replaced the outside wires.  Still happens. The latest tech blamed my computer.  It isn't my computer as it does it to my other family members school and work computers.  And it's my work computer and when I'm at the office it doesn't happen. It is not the heat as that was also blamed on.  We have had hotter summers and it didn't happen then.  Please fix this issue.  

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4 months ago

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XfinityPaula

Official Employee

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1.2K Messages

4 months ago

Hello @user_7wjprh! Thanks for reaching out to our Xfinity Forums for help with the ongoing intermittent issue you are experiencing. I'm sorry that you have need to take as many steps as you have already to find help to have the drop out resolved. With the multiple technicians and devices swaps we may be able to engage directly with our local team to help find the solution. There's a process we need to follow, but trust you are with the right team, and we will work on this until we find the correct resolution! I know that having a reliable connection at home is vital for work, school, and entertainment! 

Please send us a direct message with your name and service address. From there I will verify the account and work to have this corrected as soon as possible. 

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
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. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

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user_7wjprh

7 Messages

Done this as well and spent over 10 hours chatting with several of your 'experts' or rather salespeople and all they do is check my signal, suggest rebooting my modem for the 5th time that day and say it's fine.  I have been disconnected with, hung up on and promised so many things that never happened and I was being polite and believing.  Each chat or call always suggests sending out another tech.  As noted above - I've had 5 techs.  Finally, I received more of an expert call me.  Found faults in my signal which have of course been there all along (3 months).  I'm suppose to have a tech recovery specialist this weekend come out.  We'll see.  If it's a Tier one tech - I'm turning them away.  If the tech is a true IT specialist as 'promised', and I still continue to have this problem, I will be switching as soon as another WIFI company is available in my area and making negative comments on every blog that includes the name xfinity.  

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4 months ago

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XfinityPaula

Official Employee

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1.2K Messages

@user_7wjprh I'm sorry that is the experience that you had working with the teams through chat phone support. I apologize even more if it was a conversation that you have with my team! I like to think we are the team to get things done for our customers! I have been in your shoes before as well. It took 4 technicians plus the one who installed the services several months to figure out the issue. It's frustrating to say the least, I'm sorry that you have had to go through those steps as well. 

I'm not showing a conversation history on my side here, did you send us a direct message before. 

I feel how upset you are, and I only want to help in any way we can. If you would like me to look over the account and see if there's anything that I can do at all to help ensure we have a positive outcome on this weekend I would love to try. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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4 months ago

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user_7wjprh

7 Messages

4 months ago

Sent a direct message just now

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XfinityPaula

Official Employee

 • 

1.2K Messages

@user_7wjprh Thank you I received it. I will reply to you there, but we can always come back to your post to update our community on how everything turns out. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

Reply

4 months ago

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