Xfinity down, ATT not down

I have two internet connections on the same UPS, and right now ATT is working and Xfinity is not.

Xfinity has consistently stopped working the second I lose power.

Is it possible to get this configured to not stop working whenever my street loses power? This is NOT a problem with my UPS or ATT would not be working right now.

Responses

Oldest First

Selected Oldest First

XfinityKei

Official Employee

•

2.2K Messages

22 days ago

@toddks I’m sorry to hear of the issues you're having with your connection. If there's no power to your home the best bet would be to add XFINITY Pro to your account. This would keep you online when the power is out. I have a link with more details for you here: https://www.xfinity.com/hub/internet/stay-connected-power-out

I can certainly take a closer look at your connection as well. Can you please direct message me your first and last name along with your full service address so that I can assist you.
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.

3

0

T

toddks

Visitor

•

3 Messages

Thanks for the reply and when I have the energy to try having the discussion with support again I will do that.

HOWEVER unless you are suggesting a FREE service that does not cost me anything...the conversation is going the wrong direction for me.

Right now Xfinity offers a lower quality product in my area at a higher price point compared to AT&T.

I contacted support and this community looking for a straight answer as to whether it is possible to configure my existing Xfinity service to surive a 10 minute outage on a UPS that can survive 150 minutes. I'm not interested in paying (apparently) an extra $15 per month to mitigate a problem this service should not have in the first place. I'm not asking for the service never to go down, I'm asking you to put a cheap UPS on the repeater nearest my house so that your service to my neighborhood doesn't go out the very second the power flashes. Even if it's only down for 5 seconds, the internet goes down and takes a minute or two to come back. I've been on Xfinity before and it's never been this bad. This is by far the worst service I've had out of a US based ISP in the last 20 years.

It's genuinely sad that I had better service than this, in Latin America, 15 years ago. Y'all should be embarrassed. Seriously.

22 days ago

0

XfinityEricB

Official Employee

•

3K Messages

toddks We are here if you need us. Our Xfi Pro service is the only option we have though for back up for power issues as it has a back up battery option, and can use cell towers to keep service going until the main lines power is restored. I wish I could provide it at no cost, but that option does come with a month charge to lease additional equipment.

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

22 days ago

0

T

toddks

Visitor

•

3 Messages

Strange that other markets appear to be able to solve this problem for their customers. In fact other providers in THIS market are able to solve this issue for their customers so we must be left to conclude the solution is not sufficiently important to the provider to retain the customer. ;)

Of course perhaps it's the initial offering of a shoddy service so that they'll have the opportunity to upsell to neighborhoods like mine. That's probably not it though, right?

Cheers, and I will be here for you as a customer as soon as you become competetive with ATT.

22 days ago

0

Your Home Network

toddks

Xfinity down, ATT not down

XfinityKei

toddks

XfinityEricB

toddks

New to the Community?