Starting on July 1st my internet has been total garbage. I cannot get anyone to actually look at it and need some advice on how to proceed.
I have had Gig cable internet at this address for about 4 years. It was expensive and I was paying additional fees for unlimited data. Performance was very good. Over time performance had been getting a little worse but not extremely bad. I had some legitimate cable and suck out issues earlier in the year but that was resolved in April when a tech came out, replaced the outside cable and fixed issues inside of the house. I had solid internet for two+ months.
Then at the end of June my account was changed from Gig Internet to XFi. I believe this was done as part of the COVID-19 related removal of unlimited data caps that Xfinity had enabled nation-wide.
Since then my internet performance has been absolute garbage. It never fully drops but once or twice an hour the connection will "go out" and suddenly exhibit 80-95% packet loss for ~5 minutes. Over a 24 hour period this results in overall packet loss of 5-8%.
I called in often but was always just run through basic troubleshooting (reset modem, etc.) and then told nothing further could be done because of COVID. Late July I just flat out threatened to cancel service because it's unusable for work. They sent out a technician to check the line because it "obviously must be the cable from pole to house" (the same cable that was replaced in April). Technician found no issues. Strong Signal. He replaced the line anyway just in case.
Issue continued. Then magically for about a week and a half the connection was perfect.
Then in early August it started again.
I posted in Direct Support forum here twice but received no real response (I did receive one response but it was an apology for not getting to my message for 2+ weeks).
In the meantime I have had AT&T DSL installed so I can at least work since that is my only other viable option here, but it is... DSL. It's not great.
How do I get someone at Xfinity to take this seriously?
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