Regular Visitor
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7 Messages
Ongoing connection issues
TV, internet, wireless, etc all services. This saga started back in mid February when YOU emailed ME that "we're having some problems ...". Then I get I get almost everyday follow-ups "you're all set" and "we need to make some more critical repairs". Over a month with no reliable service! This is together with phone "we'll be sending someone" (never happened), it will be fixed momentarily (wasn't), etc.
As I'm still paying the bill and getting no service is it too much to ask that at least a human call me and give me a straight answer as to what's going on?
XfinityMarshante
Official Employee
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1K Messages
10 hours ago
Hello @123Bill321, thank you for taking the time to leave a post. Sorry to hear about the experience you’ve had going this long without reliable service, receiving conflicting updates, and not getting the follow-through you were promised is absolutely not the level of support we want for our customers. I completely understand why you’re frustrated. We'd like the opportunity to turn things around. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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123Bill321
Regular Visitor
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7 Messages
7 hours ago
As you can see, this is a community wide problem and apparently Xfinity is either unwilling or unable to devote the resources to fix it. Granted transient issues can be challenging but signal recorders are pretty standard equipment these days. At least Xfinity could escalate this to real engineers, stop telling us to reboot our modems, and keep us informed of the progress.
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