Customer Service

Worse customer service ever!

I had lost Internet connection to my computer. Anytime I tried to connect to the wifi, I recieved a message saying “This device is paused” and to unpause the device via my xfinity app. Went into my app and it said my device was not paused. Tried restarting the router, “forgetting” the network and logging back in, and restarting the computer. None worked so I scheduled an appointment for a technician to come in. The next day Xfinity called to help resolve the issue. I explained the situation and made sure to mention both the “This device is paused” message and that I had already tried restarting the router at the very least. The agent was nice but was unhelpful as the one of the first things she did was restart my router not once… but twice AND have my change the name of my wifi and the password for it. Wasnt surprised to see those didnt work. She then told me a technician would be in my area resolving a nearby outage and that may be the cause of the issue. She instructed me to wait until the next day where she’d call back. My app told me there was no outages in the area so I dont believe there was a technician nearby. Unable to prove that though. While waiting, I researched more solutions to try. I found a suggestion from an xfinity technician to have a mocha filter installed.

The next day, xfinity called again and asked if my issue had been resolved, which it was not. I was still getting no connection and mentioned the “This device is paused” message. I was talking to the same agent. After hearing I was still having issues, she recommended I call the manufacturer of my computer as she believed it was my outdated drivers. I then mentioned about the mocha filters and having it installed on my router. The idea was immediately dismissed and I was told again the issue was my computer and not xfinity. She then insisted I cancel the technician appointment. 

Considering any time I’m trying to connect my computer to the wifi I’m getting a “This device is paused” message from xfinity, my internet issue is very clearly an xfinity issue. Not my drivers. If it was my drivers, that message would not be appearing. I updated my drivers anyways using the hotspot on my phone for temporary internet. Unsurprisingly, the issue was not resolved.

So I called xfinity again to reschedule the appointment with the technician. This time a different agent picked up. I didnt really get to explain the situation with this one as almost immediately I was told to go call the manufacturer of my computer again and that if I had a technician come out he wouldnt be able to do anything and tell me the exact same thing. The call ended shortly after that.

The issue is now resolved, thanks to a factory reset of my router that I did manually. As expected, my computer’s internet connection was restored (since it was no longer “paused”).