3 Messages
Service issues and credit request
I have been having intermittent losses of both internet and TV services for more than a month. I have had to replace 2 set top boxes and Internet modem. The problems continue. I have not had service since early Tuesday morning. I have an appointment for a tech to come out today. Because the services are off again on again I have little doubt that this is an external signal issue. Especially since there was supposed to be an upgrade of the drop line from the pole which has not happened.
I am looking for follow up contact once the service techs restore service as well as a significant account credit for the losses of service, and loss of income (I had to take time off work for this appointment).
XfinityAlfonso
Official Employee
•
1.9K Messages
2 years ago
Hey there @user_xs3j8f thanks so much for taking the time to reach out about your service issues. With the issues you've been having, what behaviors/trends have you been seeing? Have you done any sort of ping/trace/speed testing? Are these issues happening at random times during the day? For the TV, what error messages are you seeing? Messages beginning with XRE are generally associated with the box itself, while RDK is more network-related.
Our Forums Experts have a great thread they've put together that can help ID potential network issues.
ANSWERED: Tips for troubleshooting your Xfinity Internet connection
Regarding network upgrades, we are taking steps actively to upgrade everyone to our Next Generation speeds, which does involve significant upgrades that are happening over time. Our article will show you based on zip code/address if these are happening in your area, or not coming just yet.
We'd love to follow up with you after your appointment and help in any way we can.
Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.
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user_xs3j8f
3 Messages
2 years ago
Set box error has typically been an RDK error.
Internet modem has shown good speeds when functioning.
Loss of service while intermittent has typically happened on the last 3 Saturdays, as well as late night. But can happen anytime.
Last night service returned for 10 minutes at about 8:30 pm, then gone again.
The set top box has been replaced twice and the modem was updated at the same time as the first set top box replacement.
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user_nntl50
5 Messages
1 year ago
I have the similar issue!
I've had my own Xfinity plan for years, but my apartment complex recently set up a community account and asked me to switch. After contacting Xfinity customer service, I was informed that I'd receive a bill credit for overpayment to my personal account which would be refunded to my credit card, and my account would be transferred to the community plan. However, after my personal account was closed, the bill credit of $126 was transferred to the community account, and I'm unable to access it since I'm not the plan owner. Despite numerous calls to customer service, I've been directed to chat each time, only to receive the same unhelpful response.I cannot get a real person in the phone!!!I'm frustrated as a long-time loyal customer of both mobile and internet services. I urgently need the refund back to my card!
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