Credit

On Fri evening, Aug 22 my modem suddenly started dropping connection. Prior to this it was perfect. Being in tec support, I suspected you had an upgrade that caused the issue. I was directed by xfinity support to replace my modem with a newer one. I did as told and went to the Springfield store to swap the old with the new. The new modem had the exact same problem. I was unable to connect to the xfinity wifi hotspot as a backup. I spent all weekend on the phone with various customer support reps that each gave me a different reason for the issue. A technician came out on Mon and advised that the modem was never activated (I was told it was at the store and by the online reps) and the setting were never set correctly. Hence the customer service proved to be useless. This technician got the modem working consistently however I now have a very weak, dead zone in basement. I never had that before. I have been told I have to spend a 100 to get an extender despite the fact this was caused by xfinity’s upgrade. My understanding is Verizon does not charge customers for this. I contacted customer support again and they only credited me $50 but was advised a ticket would be opened to ‘upper ‘ management fir an additional 50 credit. That was SEPT 2 and I have yet to hear back from anyone. I real feel your online customer support folks will say anything to just end a discussion. I expect better from xfinity and definitely thinking of switching providers at this point. I expect this will fall on deaf ears as well.