Visitor
•
3 Messages
Billing over charge and poor customer service
Let's see, I guess we start from the top. I contacted you all because I had noticed some lag. You then had my upgrade from an X7 modem (which I had for years) to an X8. Magically all my wifi extender pods wouldn't connect. Re connected everything on my network with the new modem. Wifi is garbage every place that had wifi coverage with the extenders had none. Your virtual "customer support" is also a Joke. After about 5 attempts to talk to someone They said my pods were outdated and I needed new ones. Fine. I ordered the new ones. Conencted one. No change. I returned them to the store, there I was told by the associate that their manager would return them so I wouldn't be charged. Of course I have the charge on my bill. Used your worthless virtual assistant again, that person told me it would be fixed and that I would get an email. No email. No change in my bill. If you weren't the only people in the area to have internet with at a speed that I can do all my work stuff at I'd drop you like a bad habit. I am so tired of poor customer service and not actually talk to a person. Now I have to go into your store and explain this all to a person who probably can't help me either. I went out and spent a couple hundred dollars on range extenders to do the same job your pods were doing before the modem change. And before you ask, new modem is in the same spot as the old. Pods are all in the same spot. I canceled my appointment with a tech simply because I am so fed up with your company I didn't want to have to deal with another person from there right now.
XfinityJeff
Official Employee
•
283 Messages
6 hours ago
Good morning @RyanA17340, and thanks for posting to the community forums, I hope you are having a good Monday so far. As someone that also works from home I can understand the need for good internet and Wi-Fi coverage throughout the home. You have come to the right place for help with these issues. Just a few questions that I wanted to ask about the issue with the pods.
- When you got the new modem activated, did you use the same Wi-Fi network information that you had on the old modem?
- Are the Wi-Fi bands on the modem (the 2.4 and 5 GHz) separate on the new modem?
- With the pods, were you getting an error when trying to connect the pods to the new modem?
4
0