Visitor
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2 Messages
Did Free Wifi Upgrade, Now Service is SLOW and keeps cutting out.
I recently upgraded our wifi system because I got an email that we were eligible for a free upgrade. We weren't having any problems with the old system, but the email said we'd likely get faster speeds with the new one, so I upgraded. Since the new system was installed, our connection has been much slower and cuts out frequently. It struggles to even load safari and a youtube video at the same time. When I check the Xfinity app, it says that everything is online and up to speed.
I'm not sure where to go from here, but I'm feeling frustrated at this sudden decrease in speed and connection.
Also, when I called customer service about getting the upgrade, I confirmed with them at least 3 times that we would not be charged a shipping fee for the new system. Our bill came for the upcoming month, and there's a shipping fee...
Any thoughts/suggestions would be greatly appreciated.
EG
Expert
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109.8K Messages
2 months ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityKei
Official Employee
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1.4K Messages
2 months ago
@GLN42bow Thanks for bringing your concerns to our attention. I am happy to review your internet speed tier and that charge for you. Can you please direct message me your first and last name along with your full service address so that I can assist. Here's the detailed steps to direct message us:
• 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.
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