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user_505y22
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Monday, September 9th, 2024 3:02 PM

Daily Internet Connection issue

Since April this year, we have experienced daily internet connection dropping between 10:00 am to 12:00 pm EST (on and off several times in this time period). This is horrible. It makes my remote work at home impossible. I have extensive meetings in the morning time. Internet connection drop definitely [Edited: "Language"] up my presentations and discussion. 

We have reported the issue to Xfinity support multiple times and explained to them the issue pattern. Xfinity technichian came over checked inside of the house and outside of the house and no problem is found. The Moden we rent from Xfinity has been replaced.  I dont think this is WIFI issue. My laptop is connected with cable. However the issue is not solved for almost 6 months. On Aug 26, I have suggested Xfinity support to monitor the connection in our neighbord and get a trace on the connection. They said they are going to call me back in 2 days. Until now i haven't got any response yet and the issue is still here. 

I'm wondering if anyone has this similar issue? my zip code is 17404. i'm also wondering if there is any other internet service available in this area. 

is there anyway i can have talk with a true Xfinity engineer or a support manager?

I relly really need help here. Thanks!

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2 months ago

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XfinitySara

Official Employee

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1.3K Messages

2 months ago

Hello, @user_505y22! Thanks for taking the time to create a post, with many details, surrounding your connectivity concerns. I'm sorry to hear about the trouble you've had, and I'd love the opportunity to help however I can! While we typically recommend starting with these Connection Troubleshooting Tips, it sounds like you've done most if not all of that already, including having at least one recent Trouble Call (tech visit). So, we'd like to take a closer look. Could you please send our team a direct message?

 

To send a direct message: 

  • Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging 
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'. 
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond. 

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

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user_505y22

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I talked to support through the recommend link above. I explained all the detail of the issue and I told them this is not an easy one since so many phone calls didn't solve this issue. The final answer i got is " I went ahead and checked the modem signal levels and confirmed that they are looking great currently. I did notice some disconnects over the past 11 days. I also checked the area and noticed that our field team is aware of a technical event affecting your location and is working to get this resolved as quickly as possible. Our field team is great and committed to resolving this technical event so you can have more reliable services moving forward. We are uncertain of the estimated end time. However, what I can do from here is monitor this issue on my end and follow up with you within 24 hours to provide an update and to see how everything is working on your end." 

Actually i got the similar response in May. I was told there is some issues in our area and they are going to run a maintainence work in the coming Friday. our issue could be solved. 

However it is mid Sept, still the same. Hope the field team can identify the true root cause and solution. 

I will update here once the issue is solved or I switch to other internet service. 

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2 months ago

EG

Expert

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107.1K Messages

Thank you !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

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2 months ago

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EG

Expert

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107.1K Messages

2 months ago

@user_505y22 @XfinitySara 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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