Visitor
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4 Messages
How to get help for dropped packets, MDD message timeouts & uncorrectable codewords
I have had internet connectivity problems for over a month now. I'm not understanding how to get help for it. Twice when I've gone into the system, it's immediately taken me to a page to schedule a tech. When they come, they say the signal is "fine". I have weeks of data collected from my modem that shows it is not fine. When I ask, how I get further help, they don't respond. I rented a modem from Xfinity hoping it would allow them to troubleshoot, but the self-diagnosis again tells me everything is fine. This is not "fine" to me. How do I get help for this.
XfinityVianney
Official Employee
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2.9K Messages
16 days ago
Thank you for reaching out and creating a new post. I'll need to check the notes from the most recent visit to get more insights. If there is any external equipment (node/plant) that may be affecting your network, a tech would be the best path.
Please send me a Direct Message and include your full name and service address, so I can assist you.
To send a Direct Message:
How To: Direct messaging within the forum
[Edited to add the Direct Messaging instructions]
(edited)
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EG
Expert
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121.4K Messages
15 days ago
@XfinityVianney @user_ju0ypw
This is not the Reddit Platform. These are the Comcast Community Help Forums. To send the requested information in a private message via this platform;
• Click "Sign In" if that prompt is visible
• Click the "Direct Messaging" icon
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person but don't do that.
Instead, type Xfinity Support there. As you are typing a drop-down list appears.
• Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.
• Type your message in the text area near the bottom of the window
• Press Enter or tap the > icon to send it
[Permission from and credit given to BruceW].
[Edited to remove link to Direct Messaging]
(edited)
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EG
Expert
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121.4K Messages
15 days ago
YW @user_ju0ypw !
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user_ju0ypw
Visitor
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4 Messages
9 days ago
Update: a tech came out, ran a temporary line and tweaked some of the power levels (all in the same visit on the 10th).
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