Visitor
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3 Messages
Complete Xfinity support failure.
My internet keeps dropping and after several calls (which the chat bots said there was a problem but was resolved) the problem is still ongoing. I managed to get a tech out to my house and by chance the problem occurred while he was here. He diagnosed it as a bad modem but said he was unable to replace it (because I have Xfinity NOW and I have to replace it!!!!!). How do I replace an Xfinity provided modem???? When I rated this support as a 0 (because Xfinity both could not and would not fix the problem) a customer rep called me, said tech support would in fact replace the modem, transferred me to them, then they said they had to transfer me to another group who does equipment replacement. I was then transferred again to someone who said he was with “boost mobile”. He said he had no idea why I was transferred to him, and that he couldn’t help me, nor was he able to transfer me back. ….xfinity has so far provided the worst support ever. Is anybody there able to work through Xfinity’s abysmal support process and do what a support group is actually supposed to do?
Accepted Solution
user_fq3oq0
Visitor
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3 Messages
18 hours ago
So far I have made over a dozen different calls on this issue over several weeks and have spent more than 8 hours on the phone with bots and techs, and also went to an Xfinity store. No can nor is willing to resolve this issue. This is an incredibly bad experience.
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XfinitySeth
Official Employee
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1K Messages
17 hours ago
Good evening user_fq3oq0 👋 I know exactly how frustrating it is to be dealing with an inconsistent connection, so I appreciate you dropping by our community forum for us to help! Our prepaid NOW Internet service accounts receive a special type of handling and equipment from our regular post-paid residential services, so if you're needing dedicated support for your equipment or troubleshooting please connect with our dedicated NOW support team at xfinity.com/support/now
Once connected, they'll be able to help with your modem replacement 👍 We're here if you have any additional questions as well.
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user_fq3oq0
Visitor
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3 Messages
10 hours ago
The link is not useful. I need to talk with a real tech person not a tech bot which is what the link provides. My modem lights all blink on and off when I’m experiencing the problem which an onsite tech diagnosed as a bad modem. Yet neither he or anyone else will replace it “because” I have Xfinity NOW “prepaid” service. The bot cannot help, and the only way I can reach anyone from Xfinity is to pretend I’m calling about getting a service upgrade. I repeat, how do I reach a real tech support person who can and will support Xfinity NOW????? Xfinity acts like Xfinity NOW is not part of Xfinity. Xfinity should take responsibility for its services.
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