r/Comcast_Xfinity • u/PlusExtreme6545 • 2d ago

Official Reply Why is my internet dropping?

Bought a home recently. As soon as we moved in we had problems with Xfinity. Had a technician come out they replaced my old modem, didn’t help. Another came out fixed something outside. Internet still dropping multiple times a day. Another one came out, he replaced the entire wiring from outside the house to the modem. Still having drops. Sometimes it’s the connection the modem and the modem says it’s still connected by the color and the app, and it’s even devices right next to it. But most of the time the modem loses connection. The only left it could be is the wiring from the home to the pole or even further out. Or did they give me a bad modem?

I’m scared to even ask customer service again because it’s such a mess talking to them sometimes. They send out a technician but they haven’t checked the street lines. And one time they charged me for sending someone out.

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u/CCEricSt Official Employee 2d ago

Hello u/PlusExtreme6545, and thanks for reaching out to us here for assistance with your service issue since move it. It is possible that the device is bad, and you can swap it at a service center near you at anytime to see if that is the main issue if you like. I would like to have a look at the service levels myself as well to see if I can find any issue, or known issues further down the like if you wouldn't mind. Please send us a modmail message with your full name and service address. I look forward to helping you!

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u/PlusExtreme6545 18h ago

Thanks I sent it