3 Messages
Recurring Disconnection Issues During Peak Hours
Dear ISP Customer Service/Support,
I am experiencing frequent disconnections during what seems to be peak usage hours—around 3 PM, 6 PM, and 9-10 PM. These times appear to coincide with higher traffic on the network, but as I am paying for a high-speed connection, I expect a dedicated line that shouldn’t be impacted by congestion during these hours.
As of today, I just now experienced another disconnection as well as other disconnections and no service during peak hours, the disconnects continues to interrupt my service. Given that I’m already paying for premium service, these disconnections should not be happening, and I would appreciate a resolution that ensures stable connectivity even during peak times.
Thank you for your attention to this matter.
XfinityAlyssaA
Official Employee
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1.7K Messages
3 months ago
Good evening @user_1z8xko, and thank you for reaching out on our Community Forums, we appreciate your time and hope you are otherwise having a wonderful Sunday so far! I'm sorry to hear that you have been experiencing frequent disconnections during peak hours. As someone who relies on stable internet for work and school, I completely understand your frustrations and where you are coming from. Rest assured, you've reached the right team to help and we will be happy to run through some troubleshooting steps. If that doesn't work, we can send out one of our dedicated technicians for further investigation. Our team is on your side and wants to make sure your connection issues get resolved.
To start I'm going to ask a few background questions if that's ok. How long has this issue been happening? Have you attempted any troubleshooting steps so far such as restarting your modem? How are your speeds when you are connected, are you experiencing slow speeds as well?
We look forward to hearing back from you.
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EG
Expert
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107.1K Messages
3 months ago
@XfinityAlyssaA
Can you suggest any troubleshooting steps for them ? Many average customers who post here are not technically inclined..
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