I'm a business internet customer who, like many of you, is now working from home. At least twice a day, we have an internet "hiccup" where every device loses connection. There are not real internet outages (those also happen every other week or so). In these "hiccups," the modem shows no interruption. The solution is to disable WiFi on each device, then re-enable.
It only take a minute to reconnect. The problem is that I'm often presenting in meetings, and these interruptions are not only disruptive but embarrassing. I'm not the only adult working from home, either, so we both have to scramble to get back to our conference calls. On top of that, someone has to re-connect the child to school.
I realize this may be a difficult problem to troubleshoot because the interruptions are not predictable. I've tried reaching out to support, but I can never get through. I've even sat waiting on a chat for nearly a half hour before losing my internet connection. Honestly, I really just need to register my issue with Comcast so I can call my sales rep and tell him I'm no longer satisfied. How do I do that if I can't get through?
Good morning, thank you so much for taking the time to reach out to the Digital Care Team here through the forums. I am so sorry to see that you are having connection issues with your internet service. We do know that with this horrible virus going around, the need to have reliable internet is super important as we are forced to stay or woke from home. Do not worry, you have reached the right team to help make sure we get this taken care of. Can you please send us a private message with your name, the full address, and the account number?
Hi there! I'm so sorry for the delay. During this time, we are doing our very best to make sure we respond to you as soon as possible. Thanks so much for the information. I'd like to take a shot at helping you with this. Can you give me an idea of what types of issues you're having?
Thank you for your reply. I was upgraded to my current system which consist of a modem and two arista external wifi ports. Since this upgrade I have been having the problem of loss of connectivity on WiFi, but when you check the modem it shows no problems. In a previous service call the technician turned off the wifi on the modem as he stated it conflicted with the Arista external wifi. This did not resolve the issue. I unplugged the external wifi and enabled the modem wifi. However the problem persist with loss of connectivity during sunny days and during bad weather days. I did not encounter this problem with the prior modem and subscription service and I was informed I had to change my system as the old one was no longer being serviced. Honestly, I think the representative was not completely honest with me.
Oh no, I am so sorry to see that you are having issues with your internet service after upgrading and this is not the experience we want you to have. I know how frustrating this can be especially for your business and you have reached the right team to help get this taken care of for you. Can you please send us a private message with your name, the full address, and the account number?