Comcast Business Internet Continually Dropping

We had 200Mbs and about 1.5 weeks ago we switched to 1TB. Ever since we had Comcast install the new hardware all we have had is problems. VOIP and Internet are continually dropping. A 30 minute zoom call may drop 5-6 times. VOIP is never working for more than a few minutes. My staff are now using cell phones for business.

This is where it gets ugly. The technician has been out 3x in 1 week and each time they make a configuration and say it is not their service but our network. When I try to explain that everything worked fine before they showed up the technician is rude and refuses to do anything.

Now my business is barely operational. Today I talked to AT&T Direct Fiber Connection and will switch but it is 60 days for install.

Obviously the Comcast technicians have no interest to resolve. I was wondering if anyone has experienced a similar issue as I would like to keep my business operational.

Responses

Comcast_Marcus

Official Employee

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15 Messages

1 year ago

The last thing we want to do is push you out the door as a result of continued service related concerns, @CRHOffice. I know you have had 3 different visits in relation to this issue so far, but I would like to see if there is anything additional that can be done to ensure you are back up and running with the consistency that you deserve. The Xfinity network is amazing when performing at peak levels, but it's hard to remain excited about your service if you are unable to complete a Zoom meeting as you mentioned. Please send us a direct message, so we can look into this issue in further detail together.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" 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.

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C

CRHOffice

New Member

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2 Messages

Comcast Support. As requested I direct messaged support and the technician Marcus. No one have responded. Comcast support keeps on resisting it is their issue. With 4 service calls, I have no idea how to get to resolution. We have paid for IT Company to come look at it and they assure me it is a Comcast issue. Unfortunately Comcast just sticks their head in the sand. I have purchased a network Uptime Monitor and that states that the Internet failures are on Comcast in signal. It reports our LAN still up when Comcast fails. Not sure how they would need any more evidence but when Comcast technician comes onsite he connect his computer and says "look I have Internet" then walks off. Tried to explain that it occurs every 5 - 10 minutes but they leave before waiting that long. I would find this humorous if I was not the one having my business be impacted.

Support is horrible, If you have an alternative, even if it is more money, do not use Comcast.

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1 year ago

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Comcast_Dilary

Official Employee

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23 Messages

I'm so sorry to hear the situation persists, @CRHOffice. It does not look like your DM was received. I checked the previous conversation, and we did not get a DM with your account information. I am sorry for that inconvenience. Would you mind resending the DM with your full name, business name, full address, and phone number? By clicking the "message" icon on the upper right page of our forum page. Once you click on that, input our shared handle (Comcast Business) to send us a private message.

• Click "Sign In" if necessary

• Click the "Direct Message" icon in the top right corner

• Click the "New message" (pencil and paper) icon

• The "To:" line prompts you to "Type the name of a person". Instead, type "Comcast Business" there

• - As you are typing a drop-down list appears. Select "Comcast Business" from that list

• - An "Comcast Business" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

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1 year ago

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user_f6f3ad

New Contributor

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3 Messages

1 year ago

I am having similar service issues with no help

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Comcast_Eric

Official Employee

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29 Messages

Hello @user_f6f3ad, and thank you for reaching out to us about your service issues you are having. We are more than happy to assist with getting the issues fixed for you! Can you send us a direct message to assist you please?

Ensure you are first signed in, then you will see an icon at the top right of your page.

From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.

Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

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1 year ago

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CWPOffice

New Contributor

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1 Message

1 year ago

We are having similar issues. Our internet is dropping out every 30 seconds to 1 minute. Our operation is barely functioning with this limited internet. We are having to use Verizon hotspots to get consistent internet. Was comcast able to resolve your issues?

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Comcast_Josh

Official Employee

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9 Messages

I am so sorry to hear that @user_abc986. Please send us a direct message so we can go over this and figure this out together. Here are the steps to do so.

Click "Sign In" if necessary

• Click the "Direct Message" icon in the top right corner

• Click the "New message" (pencil and paper) icon

• The "To:" line prompts you to "Type the name of a person". Instead, type "Comcast Business" there

• - As you are typing a drop-down list appears. Select "Comcast Business" from that list

• - An "Comcast Business" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

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Reply

1 year ago

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user_0189e2

New Contributor

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1 Message

2 months ago

We have the same issues. It is so difficult to even get someone to help, when we should be getting top tier service as a business customer. We were told the router would work in a 4500 sq ft warehouse yet we're losing connection in a ranch home, just a couple of rooms away!

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Comcast_Eric

Official Employee

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29 Messages

user_0189e2 I would be happy to troubleshoot with you to find a fix to the connection issue you are having with the WiFi. Can you send us a direct message to have alook at your service please?

Ensure you are first signed in, then you will see an icon at the top right of your page.

From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.

Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

Like

Reply

2 months ago

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