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user_9hub7b
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09/09/2026 12:11 PM

Intermittent Line Drops - Unresolved Maintenance Ticket / Tech Escalation Requested

A field tech tested my wall outlet, identified a clear signal issue, and opened a maintenance ticket. Maintenance closed the ticket without resolving the problem. Both my personal hardware and a brand-new xFi Gateway suffer from intermittent line drops and OneWifi system crashes while downstream/upstream power levels test normal. I need a Tier 2 / Lead Technician visit to trace the line drop from the tap to my outlet.

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7 days ago

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XfinityRoberto

Official Employee

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2.5K Messages

12 days ago

Good morning! @user_9hub7b, thank you so much for reaching out to us regarding the issues you are having with your service. You are in the right place and we are happy to assist you today. Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

  • Click "Sign In" if necessary
  • Click the "Direct Message” icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

 

Let me know if you have any questions.

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user_9hub7b

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@XfinityRoberto​,  another technician from Xfinity came out yesterday and replaced all wall plate connection including the wall plate itself, he also gave me a new Xfinity Gateway, and then he moved were my connection in the cable outside my apartment was to a new node.  This has seemed to fix the dropout issue I was having.

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12 days ago

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XfinityAngie

Official Employee

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3K Messages

 

user_9hub7b, that is great to hear! Let us know if you need anything else. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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12 days ago

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EG

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121.4K Messages

12 days ago

@user_9hub7b @XfinityRoberto 

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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