2 Messages
ESCALATION
Hi, I have Xfinity internet since July 2024. I live in a 2-story home. All devices in the 1st floor are able to connect to the WiFi, however none of the devices in the 2nd floor is able to connect or receive signal.
I called multiple times and finally an agent recommended to do a WiFi assessment, and based on they he created a ticket to ship an extender pod to boost the internet signal in the 2nd floor. He said I should receive the pod in 2-3 days. I wasted 1-hr of my time on this call.
I am paying for the highest speed and I chose the unlimited plan that cover the modem rentals assuming Xfinity will provide the right equipment to receive the best service. So, my plan covers the price for the extender pod.
It has been 9 days and I didn’t receive any update. I called to follow up, where I wasted another 1-hr of my time. The representative told me that Xfinity made another assessment and decided that the signal is strong enough so no need for an extender. Of course when they made the assessment the devices at that time was already in the 1st floor, so it was a false assessment that concluded misleading results.
I asked to escalate, I was forwarded to another agent in the loyalty where I wasted another 30-min without any success, she recommended to transfer me back to the technical support team that I was just speaking with before her. I asked to speak with a supervisor, after I was put on the phone for 15-min she told me no supervisor is available and took my phone to have someone call me.
The call ended and I am expecting someone will call to address my issue, then I received a notification that my ticket is closed.
My wife, three children, and I are working from home. My video calls with executives consistently drop because of Xfinity bad service, we have a large house but all of us are forced to work from the 1st floor because Xfinity is cheap, not willing to provide a pod that is already covered in my plan.
I need to cancel my service and look for another provider but before that I need a refund for the bills II paid without a service. It should be enough that I am writing this complaint on my phone internet which is only working because it is not from Xfinity.
XfinityAlyssaA
Official Employee
•
1.7K Messages
19 days ago
Good evening @user_jmslle and thank you for reaching out to our dedicated Communities team on our Forums tonight, we appreciate it. I'm sorry to hear about your issues connecting to WiFi on the second floor of your home and the frustrating experience trying to redeem your xFi pod. This is definitely not the kind of experience we want for any of our valuable customers and assure you that you've reached the right team to help. I see that you stated the assessment recommended one of our xFi boost pods. Our team will be happy to reach out directly to our dedicated xFi Boost Pod team to have one issued. They are able to view your assessment history and process an order for one. In my experience, this awesome team has also always provided a quick turnaround! I assure you that our team is on your side and wants to make the situation right. As someone who works from home too, I know how important having reliable service is and want to help get your connection issues fixed.
If you would still prefer to proceed with cancelling, we do respect your decision. Our team is committed to making the situation right and can apply a credit for the time you experienced issues with your service.
To get started, can you please send us a Direct Message with your first and last name along with the service address on the account?
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