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user_ixkq44
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6 Messages

Wednesday, October 16th, 2024 6:14 PM

Internet drop

Seriously getting tired of this. I have replaced all cables going to the house and in the house. I have a new modem and router. It is still dropping anywhere from 10 to 20 times a day. I work from home so this is unacceptable. Is there a fix?

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1 month ago

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EG

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107.1K Messages

1 month ago

(edited)

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XfinityVictor

Official Employee

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892 Messages

1 month ago

 

user_ixkq44 Hello, I hope you are having a great day! I am really sorry you are experiencing service issues. I understand how frustrating it is, and I am happy to help you troubleshoot your service. First I will ask a few questions to better understand the root of the problem. We value you as a loyal customer and would like to resolve this issue, so you can enjoy our great service.  To avoid repeating any steps you may have already taken, can you please describe what you have done to resolve your service issue?

 

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user_ixkq44

6 Messages

I have had a two tech visits in June and another in August. They had replaced a switch at the connection at my house. We have run a new cable from the box into the house. It's a new cable underground. As of a few years ago. We have tested all the devices that are connected. We have gotten a new modem. We have gotten a new router. We have left devices completely off of our Network and it still happened and we did that individually for each device.

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1 month ago

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XfinityVictor

Official Employee

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892 Messages

 

user_ixkq44 Thak you for going over the steps you have taken. Is the equipment connected to a splitter? 

 

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.
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1 month ago

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user_ixkq44

6 Messages

No- it is TP-Link AXE7800 

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1 month ago

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EG

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107.1K Messages

1 month ago

@user_ixkq44 

Did any of those tips apply ?

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user_ixkq44

6 Messages

What tips? It just went down twice in the last hour.

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1 month ago

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XfinityJoe

Official Employee

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548 Messages

Good morning @user_ixkq44 

Please send us a DM with your full name and address to Xfinity Support.

To send a direct message:

Click "Sign In" if necessary

Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

An "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

 

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 a reply as the Accepted Answer.tick

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1 month ago

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user_ixkq44

6 Messages

@EG​  I'm not sure why I didn't see the other post before before but I went through them. And yes we have done all of those. We've had this going on for 3 or 4 months ever since June. Others in the neighborhood have it to starting at the same time.

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1 month ago

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EG

Expert

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107.1K Messages

@user_ixkq44​ 

No worries ! And thanks for the update ! Best of luck with the Digital Care Team employees helping you now !!

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

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1 month ago

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EG

Expert

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107.1K Messages

1 month ago

@user_ixkq44 

You didn't see my post above replying to your original post ?

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EG

Expert

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107.1K Messages

1 month ago

@XfinityJoe 

Why does this have to go private at this point ? That kind of defeats the purpose of a public help forum such as this is, no ?... Why not ask some general self troubleshooting things first which is in keeping with the intent of what these public help forums were designed for so that all readers here may benefit. 

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