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mojoscout
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Visitor

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3 Messages

Tuesday, May 13th, 2025 3:54 PM

Need live agent for frequent outages

We have frequent outages daily. The chat is no help as you can’t ask the specific question. We work from home one on a business line and one on residential and both drop. This is affecting our productivity in our jobs and we need help now! A live person would be great, but can’t seem to get to one.
Thank you

Question

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Updated 

9 days ago

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mojoscout

Visitor

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3 Messages

11 days ago

In discussions with our IT department, it says we have a packet loss based on test run using speed. Cloudflare.com of 40%. 

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XfinityEmilyB

Official Employee

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2K Messages

9 days ago

@mojoscout Welcome to our community forum! Thank you for letting us know about your ongoing intermittent connection so we can troubleshoot together, pinpoint the root cause, and find a resolution. You can find some really helpful troubleshooting steps here as well as in your Xfinity app if this happens in the future. 

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Include your name and address so I can find the account and get started on a resolution. 

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mojoscout

Visitor

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3 Messages

I wanted to let you know the issue is now repaired. There was damage in the line that comes into our house. That’s why Comcast was not able to see what the problem was since it only affected our service. The technician was wonderful and able to troubleshoot it right away. 
I want to give a shout out to the tech person I spoke with yesterday. She was very polite and easy to work with.  Sometimes automation isn’t the best answer because it would have not been found if I had not posted this here. 
appreciate your help! 

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Reply

9 days ago

XfinityVianney

Official Employee

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2.2K Messages

 

Mojoscout, I appreciate your follow-up here to let us know. I'm very happy to hear we got your concern resolved, and I'm especially happy to hear about how great the tech did. We have some great techs in the field, and I'm glad you had a good experience during the visit. I know getting help online hasn't been easy for you, but you can get great help here on the Forums. You have a great community of experts, employees, and fellow customers who are always willing to lend a hand. 

 

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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9 days ago

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EG

Expert

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110.5K Messages

9 days ago

@mojoscout @XfinityEmilyB 

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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EG

Expert

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110.5K Messages

9 days ago

@mojoscout 

Thanks for the update ! Glad you got it squared away !

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