B

Visitor

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5 Messages

Sunday, November 10th, 2024 5:40 AM

"An issue with your internet - schedule a free technician visit"

For months I received texts and emails warning me that you've "identified an issue that may affect your internet and video services".  After finding no way to stop these messages, we agreed to have an on-site technician inspect our lines and service.  

First, the technician had NO idea why he was there... his orders only said that we called for service (not true).  Dispatch also had no reasons for the service visit.  So, we showed him the texts and emails we've been given, so he did a deep inspection -- he checked the cables and connections that lead to the house and found no problems or degradation.  He inspected the in-house cables, and same results -- no degradations or drops.  Everything about our LAN and WAN set up was clean and without issues.

Even so, the messages continued.  Eventually (which took many days) we reached someone by voice who indicated that there were no notes or flags on our account or service, and therefore it was impossible to determine what issues have been identified.  Somehow, they managed to stop these messages.

Now they have started again.  Please assist me in ending them, OR (preferred for a technician myself) give me actual measurable issues you have observed, or service issues that are being captured.  Over the course of a year, no one has been able to do that, nor has an on-site technician been able to find any issues.  We certainly do not feel comfortable allowing a technician inside our home for unspecified and undocumented reasons.  If issues cannot be quantified, then clearly the solution is to either do more to identify those problems or wait for it to actually fail.

Official Employee

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2.5K Messages

13 days ago

Thank you for reaching out @Bagogas. I understand the frustration. I myself am a customer and have received those emails. My issue was ingress. I know you had the technician on site, by chance did he state he looked for ingress when reviewing the in home cables? Did he make changes to connectors?

Visitor

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5 Messages

He did and found no issues. He did replace connectors, not because they showed any problems but primarily because they were showing age. His tests showed the same results as before he replaced the connectors. 

Official Employee

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2.5K Messages

I want to be sure we can get everything figured out for you with your service. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message

 

@Bagogas

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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