NOW Service = NO service

Hi,

I signed up for NOW service, received the cable modem and installed it per instructions with the app.

It does not work - connection speed is intermittent, lost packets and so on - unusable

Tried on-line support - useless

Had a tech come out - he told us that problem is with the wire but he did not have right equipment to get on the pole - need a bucket truck or something.

Problem not solved

Went to local Xfinity store - they are telling us that they don't provide support for 'prepaid service' and that we have to 'purchase normal service', so they can have the problem fixed

This sounds strange.

Company Comcast sold me service and I paid money for it. Comcast did not deliver the service I paid for and Comcast employees refuse to fix the issue. This is not how it supposed to work.

To make things more interesting, when I try to support with the app, I am getting:

Appointment scheduled for 31 December 2035 at 10AM-12PM

Is this some kind of a joke?

Responses

XfinityRaf

Official Employee

•

1K Messages

2 days ago

Good morning @user_o57zjs. We're sorry to hear about your NOW service issues. We are very limited in being able to assist with NOW service issues, and can only provide the link to the support page located here https://www.xfinity.com/support/now. If you need to schedule a follow-up tech appointment, we recommend using the XFINITY chat assistant. Please let us know if you are able to schedule an appointment.

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user_o57zjs

Visitor

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3 Messages

Wonderful!

From the chat I get this:

First I'll check the health of the signal to your home.

I've found an issue with the signal to your home. I'll work with you to fix this.

I see your internet service has been degraded within the last week.

2:12 pm

I see you have an appointment already scheduled. Once that appointment is completed, please let me know if you are having any further issues.

Your appointment details:
Monday, December 31, 2035, 10:00 AM - 12:00 PM EST
Best Contact: (redacted)

Your appointment is confirmed. We'll be in touch with any updates.

Is there anything else I can help you with?

December 2035? Seriously?

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2 days ago

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XfinityRaf

Official Employee

•

1K Messages

If you log into the NOW Portal, do you see the appointment with the same date or a different one?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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1 day ago

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user_o57zjs

Visitor

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3 Messages

This status is from NOW

https://customer.xfinity.com/now/details

Xfinity assistant.

Comcast selling the service which is not working which company cannot support

I tried to call, went to 2 Xfinity stores. Spent few hours trying to get support.

Net result - I was told that there is a problem but something wrong with some ticket which is not filed or filed incorrectly or something.

Automated system shows service call in 10.5 years - possibly a bug in your system (someone can file a Jira ticket or whatever bug system you use?)

One of your people in the store told me that this is bad service and I should buy 'real' service plan.

Rather unusual sales pitch.

Other people in stores were poking a their computers and could not find any way to do anything because NOW is new and 'prepaid'

To me it is the same Comcast cable I have been using for years, same piece of wire from the pole to the house which is probably broken now after 50 years or so being there.

We are on cell phone tethering for now, including work

The only emails I get from Xfinity are offering to upgrade or get more stuff, so unlike tech support, your marketing is working fine.

I don't see any way to fix it.

What is next?

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9 hours ago

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XfinityRaf

Official Employee

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1K Messages

Let's take a step back for a moment. What automated system are you referring to that shows your scheduled service call?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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9 hours ago

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Customer Service

user_o57zjs

NOW Service = NO service

XfinityRaf

user_o57zjs

XfinityRaf

user_o57zjs

XfinityRaf

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