Visitor
•
1 Message
Dispute RESIDENTIAL TROUBLE CALL
Hi there,
I had a service issue where I was not getting my advertised upload speeds. Technician came out and saw some rodent chew on some of the wires outside my home. He replaced one of them and said there was a lot more that he would have to call out a crew to do the rest.
When he changed the one wire coming to my house and came back in to test the modem it was still not operating to spec and said that hopefully when the crew comes in to replace those wires it would fix your internet.
Guess what? Once the crew came (the day after), my internet was down for about 45 minutes while they did their work and the internet was back up and running. I ran a speed test and packet loss test and had no issues, so yes the issue was Xfinity and yes it was resolved after being a problem for 4 weeks. No the technician was NOT thorough. A useful process would have to take an Xfinity-owned test modem and plug it in outside and run the speed test/packet loss test.
Too bad Xfinity [Edited: "Language/Inflammatory"] would rather take the chance and charge a customer in the hope that they would not fight the charge.
I demand my $$ back for the RESIDENTIAL TROUBLE CALL service charge of $100. I also demand a partial refund for interrupted service for 4 weeks.
CCJosh1
Official Employee
•
192 Messages
2 years ago
Good morning! Thank you for reaching out to the Digital Care team. We appreciate your patience while being connected to a specialist and apologize for any delay you may have experienced in the process. I will be more than happy to troubleshoot your recent network issues to ensure we get your service operating as expected, and we can review your account for possible credit for any service you were not able to enjoy due to this. To get started, I will need to locate your account to assist. Can you send me a direct message with your full name and service address, please? To send a direct message [private message]:
• Click "Sign In" if necessary
• Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
• - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
• - An "Xfinity Support" graphic replaces the "To:" line.
• Type your message in the text area near the bottom of the window
Press Enter to send it
0
0