entire apt building experiences internet outage every day at 144pm for ~20minutes. comcast will not refer me to network support team

user_rcosf3. I can definitely understand your frustration, especially since this has been happening consistently and you've already had a technician confirm the issue isn't inside your home. If the outages are occurring at roughly the same time every day and a technician identified a potential issue further upstream, the best next step is typically to have the issue documented and escalated through repeated service visits or a maintenance referral. Unfortunately, when an interruption resolves on its own and isn't active during troubleshooting, it can sometimes make diagnosis and escalation more challenging. If you'd like, our team can take a closer look at the account and review any previous technician notes to see whether a maintenance or network-related referral has already been submitted and whether there are any additional options available. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" 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 that 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

 

For an example of how to send us a direct message, check out this link:

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514