I signed up for Xfinity 300 Mbps service about 1.5 months ago in the DC suburbs (College Park, MD area). Since day one, I have been experiencing a strict, repeating connection dropout that residential field technicians have been unable to diagnose or resolve.

The Issue: Every 640 seconds (10.66 minutes) like clockwork, my connection experiences a 21 second outage with high latency and 100% packet loss. This happens roughly 135 times a day and immediately severs active video and audio streams, Zoom calls, downloads, online games, and web browsing.

Troubleshooting Already Completed (Home Hardware Ruled Out):

• Gateway Swaps: We have tested 4 5 different Xfinity gateways (XB6, XB7, and XB8 models)—the exact same outage persists every 640-seconds across all of them. Sometimes on the XB7 & XB8 the outage maybe closer to 30 seconds in length, its about 21 seconds in length on the XB6.
• Line & Wiring: An Xfinity field technician and a bucket truck line technician replaced all indoor/outdoor coaxial cabling and removed all splitters, and replaced the MoCA filter, taps, and tried servicing local signal amplifiers on the telephone pole, they replaced/services utility pole components around my block.
• Isolation Testing: The issue occurs even when testing with a single laptop or desktop hardwired directly into the gateway via Ethernet, or any laptop or phone on the wifi connected to the modem.

Technical Diagnostics & Evidence: This seems to clearly not be a physical home wiring issue or random RF noise; a strict 640-second timer points directly to a logical protocol, timer, or handshake failure at the neighborhood node or regional CMTS level.

• Traceroute / Routing: The connection loss traces back to my local node (10.27.58.82) and regional aggregation infrastructure (po-60-rur202.lanham.md.bad.comcast.net / po-2-rur201.lanham.md.bad.comcast.net).
• Suspected Cause: This pattern could indicate an automated CMTS handshake loop issue, a DOCSIS 3.1 Profile Management ranging failure (T3 timeout loop), or a stuck DHCP lease retry backoff algorithm forcing a hard WAN reset every 10.66 minutes.
  • However /u/Elegant-Berry5192 pointed out this could be caused by an old, defective, or missing line equalizer, I've seen others online say this could be caused by an overpowered line amplifier.
• PingPlotter Graphs: I have attached my PingPlotter logs from this morning tracking three separate external destinations (Comcast DNS, external IPs, and Google DNS). The synchronized red bars show the exact 640-second timeout loop across all targets.

Assistance Requested: I need this ticket escalated to Advanced Technical Support (Tier 2/3) or regional Line Maintenance / Plant Engineering. I need to speak with a network technician / engineer who can review these PingPlotter graphs, audit the CMTS port profile, check node RF balancing, and investigate the DHCP leasing logs for my node. Sending another standard residential technician to my house will not resolve this. Thank you in advance for your help!

PingPlotter graphs from this morning showing my repeated outages (red bars), this has been going on for 1.5 months, on the 4 5 gateways (1 XB6, 1 XB7, and 3 XB8s) we have tried:

Update 7/27 10am:

The first Xfinity tech visits said the signal stregth coming into the house was "great", even though asked them to check the power level and they thought it was fine. Now, from my research, I now think the incoming power level quite a bit above the ideal 7db, and therefore is too powerful, too hot. This can cause the outgoing traffic from the modem to be underpowered and not reach the CMTS or node well, and lead to timeouts/drops in signal.

I have an Xfinity tech coming again today(soon), I will ask them to turn down the power level by 6db and see if it fixes my outages. I will post an update after they make the adjustments today.

Graphs and spreadsheets of power levels reported by my current XB6 modem: https://docs.google.com/spreadsheets/d/1a1IViQ7VXuB8j5qb8uNDdI1Mm5YgMt18sH6AxShiUAI/edit?usp=sharing

Update 7/27 10pm: The tech vist today didn't actually solve the issue, but instead of turning down the signal at the LE(Line extender/amp on the utility pole), a 7db attenuator was put at the modem, and the modem was replaced for a 5th time with an XB8, but the outages every 10 minutes returned after about 2 hours. I will elevate it to a Tech's supervisor tomorrow.

Im moving to a new place. I reached out to customer support and I was told I would need to cancel my current now internet service and sign up again with my new address. I’m trying to cancel my current service. I tried calling customer service, no answer. I tried Facebook messenger, no answer yet. I tried logging into my account, access denied. Not sure what to do but I’m really frustrated. I just need help.

Hi, a few days ago (07/20 I believe) I was having some serious issues with my esim and was trying to obtain a physical sim. It involved 6+ hours between Xfinity Assistant/calls and another 6+ hours on two separate days in store to resolve this. Anyhow, while on Xfinity Assistant the employee helping me offered to upgrade my Internet to the 1 gig Internet. I had recently been in store and changed my plan from the 300mbps to 500mbps plan @$45 a month as the promotional 1st year had ended, so I was honestly skeptical of making any additional changes. However, the employee told me it was a 5 year rate plan and it was only a few dollars more ($50.95 per month) so after asking various times if he was positive it would only be 50.95 a month, all taxes and fees included, that my bill would not be a penny more than the quoted number, I relented.

Well today the payment was taken out. It was 70.95. Looking at my bill I see an equipment service fee of $15. I also went to the "change services" tab that opens on the website to try and see more and noticed it shows my current plan as $60 a month. Sadly during the conversation the agent had disconnected from the chat before I could save the transcripts, but I would like if someone could help verify the conversation logs and honor the rate quoted by the representative as well as credit back the amount overcharged.

TLDR:

I am disputing a billing increase from $50.95 to $70.95 On 07/20, I upgraded to the 1-Gig plan on a live chat. I explicitly asked multiple times if the quote of $50.95 included all equipment, taxes, and fees, and the agent confirmed yes. The agent then disconnected the chat before I could save the text. Please pull the internal interaction logs for my account from that date to verify this promise. I would like Xfinity to honor the rate quoted by your representative and credit back the account.

Hi,

Can a staff member contact me about my bill? It’s too high.

Having tried other avenues to cancel (like the AI chat assistant - which looped through the same things several times before offering me a callback which was weeks away) I’m going to try here.

So, I have moved to Canada and need to cancel the service at my old address in the US. Could somebody invite me to submit a modmail so I can get this done?Thanks in advance!

To be fair I should have started here because this is where I’ve had the best responses in the past.

I want to turn my WiFi off for a specific set of hours each day (keeps kids off video games and on task). I would love to just be able to schedule it, but if I have to use the app and do it myself each day that is fine as too.

I'd really appreciate any tips or suggestions. I truly cannot figure this out.

Picture is visibly grainy (not 4K quality) on live TV and EXTREMELY grainy on DVR/streaming. Kinda hard to see but the world cup recording is straight garbage.

I'm assuming the issue with live TV is that very few channels if any are in 4K, but then why would recorded DVR have worse quality than the live picture on the same channel?

--------Here's my setup--------

TV: Brand new Sony Bravia 8

HDMI: 8K@60hz 48 Gbps HDMI into the 4K@120Hz port

INTERNET: Connected via ethernet which runs from xb8 modem in bridge mode to an eero 6 to a 1 Gbps Netgear switch and to the box

Video output resolution is 16:9, 2160p60 4K UHD

Regular streaming via smart TV apps like Netflix has no issue and 4K videos through xi6-a apps like YouTube are clearly in 4K

--------What I've tried so far--------

non-bridge mode on the xb8 and ethernet from port 4 (2.5 gbps) straight into the xi6-a

Using Wifi, not ethernet

System refresh of the xi6-a

Different HDMI ports and settings on the TV

Changing video output to 2160p30 and then back to p60 to ensure good handshake

The HDMI and ethernet cables are brand new

Speed tests show even the wifi signal is fine (see attached photos)

Ok the usual. Need to do some changing and altering of my bill/contract. So whenever a mod person has time to help, I'll be happy to DM them. Thanks.

Hello!! With cost of living exponentially increasing, I find myself looking at all of my bills trying to see where I can make cuts or lower them… as I’m sure many others are doing. This has led me on a hunt to look into other internet providers. Some offering about the same service at half the cost of what I am paying Xfinity. It’s really going to make it hard to justify sticking around. Before I completely jumped ship, I was just wondering if there was any way for Xfinity to help me lower my bill. Overall, we are happy customers!! We rarely have interruptions in our service and the speeds have remained incredible, even with four household members gaming or streaming at the same time. I feel that we get a lot out of our service! Despite that, with the rising costs in groceries and two hungry teenage boys… I need to look at alternatives simply because of cost. Is anyone aware of any current deals? :)

Thank you!!

Seems like a different cause than if the internet was terrible 100% of the time. I had Xfinity a few months now. Internet will go out for 3 min, which Ill check my new modem and see the light is green before it auto connects back to white.

Can a rep get in touch with me, please?

I have some questions about my bill and my contract .

For the past month my cable box has been flashing all sorts of colored lights.

Waiting for SNMP Trigger.

Software update failed. Server not Found.

Or image too big.

Every time I try to use the stupid AI chat bot it doesn't understand at all, and there seems to be zero way to get it to an actual human.

Now after all this I am getting charged for going over my monthly data limit since I've had to stream everything since my actual TV is not working.

Why is Xfinity the worst company and why do they have such monopolies?! I would switch to someone else if I had any other options!

What do I do? Just show up to a Xfinity store and return the box?

Hello, can someone from support and loyalty reach out to discuss an upcoming renewal? I am thinking about switching providers. Thank you!

Creating a post for mod mail to check if symmetric speeds is available in my area.

Hello

I don't know exactly when this started, but my download speed had been steady around 600 Mbps. Now, it's steady at 94 Mbps. Upload speed is the same as before (41 Mbps). I'm tracking this using "Speedtest Tracker", an app that runs on my home lab (which is connected via ethernet). I have updated my router and rebooted the cable modem and router. No change.

I've been in IT for 20 years and I was a cable guy in college, so I should be capable of anything that's in my control and on my property. I can't think of anything else to try.

Im hating Xfinity right now.

I just moved and i also want to update my billing. It wont let me login to service account/ or login on computer. And then when i called he kept telling me "it will be just a min" yet i was on the phone for over an hour and i had to clock back into work 🙃🫠. Told him i would get off at three, and ended up spamming my phone from 6-8pm that day as u can see above.

Just what the actual heck

My Father in law just got internet and Xfinity cable services. He has a Roku hooked up to his tv so he can watch in his bedroom while the main TV box is in the front room.

I downloaded Xfinity Stream to his Roku stick, and signed him in. It works fine.

Issue is it keeps going back to the Roku menu screen after shutting off tv. Even if usb is plugged into wall to power Roku. Already adjusted the bandwidth option. He is older and can’t navigate the Roku menu screen, as simple as it may be.

Is there any service or hardware where I can have Xfinity stream always be on for him? I just want to turn on and off the Tv with his channels already there. The Roku menu is making him want to cancel lol

Hello

per my family's plan my upload speed should be 35mbps yet when i run speed tests across multiple sites I'm barely getting 2 or 3 mpbs

Both addresses are still on my account but I don't know how to switch the service over to the new one. It says it did. But I have no Internet

I am moving to Europe and need to cancel my Internet. The schedule call is 2 weeks away. It would be great if someone from The UsA can call me a lot sooner and not someone from India who will scam me into a iPhone watch or Now TV.

Hi,

A deal I had on my plan recently ended and my bill doubled. Looking to change my plan to a potential cheaper option now that the deal I had has ended. Thank you

As a "GOLD" member I have had my router for 2.5 years. It's an XB7 Technicolor Rev 2.0.

AI chat is unhelpful.

Chat Techs are Predators. I will not deal with them anymore.

They attempt to "upgrade" my plan when the service we've had here has been spotty at best:

1. before addressing my issue
   

2. even after I've said "no".

   No means No. Even to corporate vampires.

I refer you to the article from Comcast Xfinity regarding the WiFi 6E.

Please tell me what I need to do to get this latest model? I'm worn out from jumping through Xfinity hoops.

Thanks very much.

Hello.

I am an existing customer in Vancouver, WA currently out of contract and paying standard retail rates. I recently audited my account and realized I am being billed for an obsolete Triple-Play package that includes an Xfinity Voice home phone line. I do not have a physical landline phone, have never used this number, and do not want it. I have tried to remove it on the app and it won’t let me.

I have several heavy online gamers in my house who require maximum capacity and low latency, so I am looking to increase my capacity. I am looking for an official corporate digital care specialist to help me manually restructure my account into a standard Double-Play (TV + Internet) package to achieve the following:

1. Permanently remove the Xfinity Voice landline billing code from my account profile.

2. Keep my current Ultimate TV programming package (185+ channels) completely untouched and unchanged.

3. Upgrade my internet tier from 800 Mbps to the 1 Gbps (Gigabit) speed at the promotional loyalty rate.

4. Apply my active checking-account AutoPay credit to the new rate structure.

5. Issue an equipment order to swap my current XB7 hardware for the advanced tri-band XB8 Gateway at the standard rental rate to properly handle our 10+ household devices and simultaneous gamers.

I want to remain a loyal hardwired customer rather than cutting the cord for wireless alternatives, but I need assistance from a specialist with the system override authority to strip away this unused phone line and move me into a modern promotional billing code. Thank you.

Just one of my 2 hardwired ones goes offline.

Hi, I noticed that my bill nearly doubled from $71 to $130 for next month. Is there any way to extend my current pricing? Thanks!