Visitor
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2 Messages
ESCALATION!
I have been patiently working with customer support and technicians for over a month now for the same issue. The first technician confirmed the problem was with the lines leading to my house. He submitted a ticket for the crew who is supposed to be able to fix it. He put it in as "priority" because we work from home and can't because the signal drops constantly throughout the day and night. I can't conduct business meetings or client conferences like that. NO FIX. We contacted CS again to explain the sequence of events up to that point and were assured the case was moved to the correct place for quick results. They sent the same technician out who was confused as to why he was there. He said he was putting in a new priority work order. NO FIX. A month later, yet another CS agent assured me she had redirected my ticket to the right source and said the truck would be out today (7/15/23). Guess what? Same technician standing on my doorstep wondering what's wrong! I don't want to speak to the AI assistant or level 1 agent. I don't want to have another remote check run on my equipment or unplug anything! I want to know when a qualified team will have the lines updated on my road. I want compensation for months of service that doesn't work.
XfinityRoberto
Official Employee
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1.7K Messages
2 years ago
Hello @user_f41031. Thank you so much for reaching out to us about your service issues. You are in the right place and we would like to take a look at your account. I work from home as well so I understand how important it is to have a stable connection.
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
Let me know if you have any questions.
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user_f41031
Visitor
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2 Messages
2 years ago
Thank you. We FINALLY had a competent technician come to the house, who solved our issue!
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user_0hw5qq
1 Message
2 years ago
My daughter who is in college has been without internet since she moved in. We have spoken to countless people and tried multiple trouble shooting methods and still no internet. We have had 2 service appointments set up. One was for 12-2 and 3:45 no one showed and no one called. Set up another service cal from 2-4 and it’s 8pm and no one has showed or called. The virtual assistant keeps telling us the technician is still coming and will fix it ASAP. Every assistant we speak with says the same thing but still nobody shows. Every time we ask for a supervisor they keep forwarding the message to someone law. We have been given multiple excuses and to why we cannot speak to a supervisor. We cannot choose another internet provider because it’s through the apartment complex. This is the worst company ever. I will call how ever many people I need to in order to get to someone higher up in the company. If you have a choose DO NOT go with Xfinity!!!
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user_1aw9fp
1 Message
2 years ago
I have the exact same problem
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user_lqfw1m
1 Message
2 years ago
I could’ve written this myself. It’s awful. We are switching because we need reliable internet to keep our jobs!
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user_1z7e45
1 Message
2 years ago
I wanted center ice I was told the sports package included center ice. Then I was told it doesn't include center ice. I was told that I cannot get center ice by it self. They do not experiment anything about any packages. Then I called again ordered center ice and come to find out the game I want to watch is in a blackout. Why don't they explain all that when you order. Would be better if someone in the USA would answer so they would know what they are talking about
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user_rjjk5p
1 Message
2 years ago
Is any one in the Vero Sebastian area having problems receiving local channels cbs, nbc , abc. I would like to pursue a class action suit as I’ve been without local channels for 3 weeks. Xfinity sent 2 techs, no fix no follow up.
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user_ghk5up
1 Message
1 year ago
I am at my wits end, I have been experiencing the same problem as the user_f41031. I too work from home and need the internet to work consistently. Last night my speed dropped to .38 which is 0% of my plan which is the 1200. I keeping getting the same response from technicians and the xfinity app to restart my modem. I have snapshots as proof that something is wrong. Also, my devices that are critical to have keep dropping from wifi.
Please HELP!!!!!
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user_l6h36o
1 Message
1 year ago
This all sounds so familiar. We have been struggling with a similar issue for months. Our service is barely usable in peak hours. Speeds drop to around 1 to 5 Mb and Tv is unwatchable. We have had everything from the pedestal to the modem replaced. Multiple technicians have submitted tickets for network fixes. Multiple neighbors have the same issue and we can not get a resolution. Charging almost 300 dollars a month for a service that is unusable during peak hours is not a good look. For that last couple months we've been having a tech out a couple times a week and the issue has not gotten any better. What do we have to do to get in touch with someone that can actually do something about this?
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