Visitor
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3 Messages
Gateway network sporadically dropping out
Over the past month or so Xfinity has been working on "improving performance in our area" (from text messages sent), flagging possible outage. Then messages of resolution. We have received a few of these messages, so not a one time thing.
After this work has been performed, the latest last week, while the network speed has improved, we now experience random drop of network speed and sometimes it seems the gateway is restarting on its own.
Very annoying to be on work conference call and having the network drop out, then come back. This kind of fluctuation never happened before these latest rounds of work.
I have tried to flag this issue via the chat on the main page. Customer support with x-finity is a nightmare. It seems everyone I connect to is in another country reciting a script. This latest issue I asked that the it be escalated. Zero feedback. It's stunning how bad it is to get issues addressed. Phone support is worse. I could literally hear chickens and roosters in the background of a real time call.
I am so close to switching to fiber.
Trying this forum to see if it yields any better results.
XfinityJanelle
Official Employee
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1.8K Messages
20 days ago
Hey @user_r6x0ab , Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to reach out regarding your network connection. I would be more than happy to offer my assistance looking into this further for you. We have received your direct message and will respond shortly.
Please also note that sending unsolicited private messages to myself or any other user is a direct violation of our forum guidelines. You must first create a Public post requesting assistance, and once a Comcast verified employee responds and asks for a private message to be sent, you can then proceed with doing so. This is just a heads up for future reference, but I look forward to further assisting you.
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user_eh47xm
Visitor
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1 Message
10 days ago
I’m having the exact same issue. Started concurrent with “upgrade” work and persists through several recent “maintenance” days. Tech put in a brand new modem today and it is still happening. It’s not the modem, it’s not my devices, and it’s definitely not because I haven’t tried all the troubleshooting steps repeatedly. One minute I’m getting full speed and the next, no signal on any device. Their system always says everything looks fine on their end.
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user_r6x0ab
Visitor
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3 Messages
9 days ago
Just an update here. Not only is this issue not resolved for me, Xfinity just coincidently emailed me a summary of my network performance that is laughably not accurate. That doesn't help customer satisfaction when you know there is an performance issue.
They need to get their service people back to our area to figure this out.
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