Visitor

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6 Messages

Wednesday, February 1st, 2023 9:46 PM

Closed

Intermittent Connectivity Issues - Internet, Cable TV, Land-Line Voice Service, and All Xfinity Apps

For all of 2022 and into 2023 I have had lousy internet connectivity.  AND Issues with the DVR and Modem that required me to reboot one or the other or both several times a week - every week from January 2022 through January 2023!!! This required calls to Technical Support Services, triggering reboots either remotely or manually on my devices, and waiting anywhere from a half hour up to several hours each time if the reboots did not work and other trouble-shooting, diagnostic work, or sending out a technician to check my xfinity equipment. No one could figure out what was happening, until a technician came onsite and finally checked the signal from the cable in the box by the road to the outside connection at my house.  They found the the cable that was installed in the conduit pipe in the ground WAS NOT THE PROPER CABLE.  The installer in 2006 (when my house was built) used regular in-house co-axle cable, rather that the better quality, in-the-ground cable that is better wrapped, glued and sealed to protect it from water, freezing, cracking, and breaking.  The cheap in-house cable was failing.  It was giving me a weak and inconsistent signal.  Apparently this is a problem in all ofo LINCOLN HILLS in North Huntingdon PA!  So a Construction order was submitted on 1/10/2023 to replace the in-the-ground cable with the proper type of cable and which would take up to 14 days to schedule and to complete by 1/24/2023.  The State had to mark all of the utilities first, which they did on 1/12/2023, but Xfinity either never got the State's Notification that this work was completed or Xfinity was super slow in entering this info into their system.  The cable was finally replaced on 1/25/2023. Meanwhile I was without Xfinity Internet Service for 15 days, but I was still paying for the service.  After a few days of fighting with Xfinity Service Personnel over the phone, I went to Verizon and rented one of their 5G Internet Boxes for $60/Month.  I still have it, because on 1/31/2023 I was WITHOUT XFINITY INTERNET SERVICE AGAIN for 2 iPhone 13's, land-line telephone service, and internet service for other devices - PC & iPad's and a CISCO Wireless Router and Amazon Fire Book Reader.  I have appealed to the Billing Department for a 50% REFUND OF ALL CHARGES THAT I HAVE PAID OVER THE PAST 13 MONTHS, BUT HAVE NOT RECEIVED ANY RESPONSE FROM THEM, NOR ANY AKNOWLEDGEMENT THAT XFINITY HAS BEEN NEGLIGENT WITH THEIR CABLE INSTALLATION AND POOR SERVICE DURING THIS TIME.  AND NO AKNOWLEDGEMENT FROM XFINITY THAT THEY OWE ME A SIZABLE REFUND FOR THEIR FAILURE TO DELIVER THE SERVICES THEY CONTRACTUALLY OWE ME.  I WILL CONTINUE TO PURSUE THIS REFUND AND UTILIZE ALL AVAILABLE RESOURCES IN THIS ENDEAVOR.

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Expert

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118.4K Messages

3 years ago

Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

Visitor

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6 Messages

@EG​ 

26 days later and still no reponse from customer service nor from The Digital Care Team!

https://forums.xfinity.com/users/63dad581d9aa6753d37ad679

Problem Solver

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770 Messages

Hello @user_7c50b8, I apologize for the long delay, and for any misunderstanding. I am showing a message asking for a DM sent by Eric, that could have been overlooked. Not to worry, I will be happy to help get to the bottom of an adjustment for you. You are in the right place. Can you please send a direct message to begin?

 

To send a "Direct Message":

Click "Sign In" if necessary

• Click the "Direct Message chat" icon

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

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

I no longer work for Comcast.

Official Employee

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3.3K Messages

3 years ago

Hello @user_7c50b8, and thank you for reaching out about your request for an adjustment to your account for poor service. I would be happy to review the account, and see what I can do for you. 

Can you send us a private message with your full name, name of account holder (if different), and service address?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

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

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