Visitor
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1 Message
Frustration
I have been an Xfinity customer since they were Pargon Cable. I have had reliable internet at my current address for 10 years. It is frustrating to call customer service for help with an on going internet issue to be told that I should switch my service to your competitor, Ziply. The AI program your company uses also made the suggestion and transferred me to customer service so they could help with that. After a very frustrating run around with them, 30 minutes after hanging up, my router died. I took it in to my Newberg OR Xfinity store and the staff were quick and responsive and got me a new router in under 15 minutes. I came home, plugged it in and it has worked since.
After multiple trips from “service technicians” and an ugly grounding cable now installed on my freshly painted house, a new router solved my issue. A simple solution that I have asked each technician to replace when they were at my house. This white router they have gets extremely hot and no real cooling mechanism I can see, no wonder they burn out. Frustrating and expensive. I don’t want to switch companies and consider my loyalty a good thing when a company has changed so much over the years but this inability to problem solve effectively is worrisome.
Just a frustrated customer wanting to share their story.
user_5upx83
Visitor
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2 Messages
5 hours ago
I agree. The Xfinity team needs to improve their problem solving skills.
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XfinityAirelle
Official Employee
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3.5K Messages
4 hours ago
Hi there! Thank you for taking the time to share your experience. We can absolutely understand how frustrating it would be to go through multiple technician visits and troubleshooting steps, only to find that replacing the gateway resolved the issue—especially after you had previously asked about having it replaced.
We’re also sorry to hear about the experience you had when reaching out for support and being directed toward another provider when you were simply trying to get your Xfinity service working properly. That is not the kind of support experience we want for a longtime customer.
We’re glad to hear the team at the Newberg store was able to get you a replacement quickly and that your connection has been working since. If you’d like, our team would also be happy to review the account and previous service visits to make sure your concerns and feedback are properly documented.
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