Absolutely horrible customer service

Your support staff needs additional training. After a modem swap AND more than 1½ hours of support chats, I was finally told that the thing I had been asking your agents to do the entire time could not be done because of WiFi Intelligence.

My problem is this: Why don’t your frontline support people know what WiFi Intelligence is?

I should have been told from the beginning that this was the reason my 2.4 GHz and 5 GHz networks could no longer be separated. Instead, multiple agents tried to walk me through changing settings that apparently cannot be changed, tried to change them themselves, transferred me to other agents, and even replaced my modem before someone finally figured out what was actually happening.

On top of that, during TWO of these technical-support interactions, agents attempted to turn the conversation toward selling me Xfinity Mobile service. During the first interaction, I had already said I did not want mobile service, yet the agent continued pursuing it as a way to supposedly lower my bill, eventually even offering me a new phone. During another interaction, while I was literally waiting for the agent to troubleshoot my Wi-Fi problem, I was asked how much I pay for my current mobile service.

I contacted Xfinity for technical support, not a sales pitch.

This was the absolute worst support experience I have ever received. The eventual answer was simple. The problem was that it took a modem replacement, multiple agents, repeated troubleshooting of something that couldn’t be changed, and more than 1½ hours for someone at Xfinity to know the answer.