1 Message
Intermittent Internet signal
I need a real person.
For the past few months, my internet has been very frustrating. It will be at "normal" or expected rates, but also goes into long runs of being incredibly slow, like 4 mbps for several minutes or even much longer. I've lost connections for work, half the time my videos don't load properly on YouTube, and it makes any real-time gaming essentially unplayable. This isn't the service I'm paying for.
I've tried running diagnostics and doing all of the proposed fixes. None of them changed anything. Your own internet speed test gave me 4 mbps during one of these slow periods, if it wasn't disconnected completely. Your diagnostics said the internet to my building is fine and I haven't heard of anyone else having the same effect. This is the case for every electronic device connected to the wifi here, all of them have connection issues. Your diagnostics said my modem was fine but I can't think of anything else that may be at fault here besides said modem.
Any real solutions would be greatly appreciated. I've done every other hoop to jump through.
Thanks
XfinityWilliam
Official Employee
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1K Messages
1 month ago
Hi there! I’m really sorry to hear about the frustrating internet issues you’ve been experiencing. I can imagine how disruptive this must be, especially when it affects your work, streaming, and gaming. Let’s work together to get this resolved.
First, I want to thank you for being an Xfinity customer and for your patience in trying to troubleshoot this on your own. Your loyalty is truly appreciated, and I’m here to ensure you get the service you deserve.
Given that you’ve already run diagnostics and confirmed that the internet to your building and your modem are supposedly fine, will you please send our team a direct message with your full name and full address?
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To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" 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 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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EG
Expert
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107.1K Messages
1 month ago
@user_gabm3u @XfinityWilliam
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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