Visitor
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8 Messages
Outage support [Edited]
We are having a local outage - with no transparency from Xfinity on why, and no updates or accurate ETR, and no transparency on how wide spread - and every single Customer Service rep has tried to sell me on switching to Xfinity mobile, [Edited: "Inflammatory"] what's going on or when it'll be fixed.
[Edited: "Inflammatory"]
Literally I have spent over 4 hours in chat today trying to figure out what's going on. We live in a valley where 100m to the north or south you can get UW 5G from Verizon, but in my house I get barely enough cellular coverage to use chat. This forum took two minutes to load.
Calls drop constantly and it's not worth trying phone support thus.
I've saved the last transcript because it was so bad. One of the reps told me - and I quote verbatim for you:
Agent (12/10/2023, 02:32:07 AM):" I really apologize for the experience that you have right now. I know your service is really important since we are using internet in all the thing that we do now most specially online transactions, However we need to do this for the upgrade of the services on your place. this is for the improvements of the services on your place. Nothing to worry, The dedicated team are already deployed on the place and they are working to restore the service. "
Me (12/10/2023, 02:32:46 AM): "Huh? Why would they upgrade our lines without notification. "
Me (12/10/2023, 02:32:55 AM): "That is nonsensical "
Agent (12/10/2023, 02:36:00 AM): " What I mean is for the improvements and maintenance on the place. Sometimes there are lines that needs to replace . and they are also fixing the issues on the lines outside your home. and your neighborhood. "
Agent (12/10/2023, 02:37:35 AM): "But this would not take so much longer of your time we apologized for the inconvenience. Nothing to worry, Because this is for the benefits of everyone in your place. Please bear with us. Thank you so muc h. "
Obviously that is a complete fabrication. We did have high winds today and while our area didn't have power outages, I'm sure it's related.
The best part is now they're saying they don't even have the root cause identified. 12 hours later, and after two different CS reps have me 100%, assurances when it would be fixed by.
It feels like Xfinity is staffed [Edited: "Inflammatory"]. Do their VPs have any clue how bad their transparency and miscommunication with clients is?
[Edited: "Inflammatory"]
user_cf0821
Visitor
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8 Messages
1 year ago
I'm wasting everyone's time creating a duplicate thread [Edited: "Inflammatory"]
After Xfinity stopped supporting my DOCSIS 2 modem in 2021 randomly, I decided to future proof by buying the docsis 3.1 MB8611, which was stated as fully supported and is rated at 2gb down and 1gb up.
Now however, with xfinity finally supporting more appropriately - if still not fiber - balanced upload to download speeds, they are approving only 4 modems?
There is no technical reason most of the docsis 3.1 modems out there can't work with these speeds.
My plan was upgraded to 200mbps up, but my modem isn't approved so hits 35mbps max.
How are we allowing this. At what point are we going to stop Xfinity from ignoring the standards they helped create.
It's absolutely [Edited: "Language"] to have someone buy a $200 modem then not support what it 100% is capable of. Unless Xfinity is offering an exchange program or a $300 credit to pay for their supported model in exchange?
This is why regional Fiber companies do so well. [Edited: "Inflammatory"]
I can't wait until our local ISP finishes their build out down my area. This utter lack of respect to their clients is just another nail in their coffin.
(edited)
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XfinityKaren
Official Employee
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25 Messages
1 year ago
Good evening @user_cf0821 I am sad to hear you're having so much trouble with service maintenance in the area. The last thing we want is for you to have such an overwhelming day. You're using our Xfinity Status Center here https://www.xfinity.com/support/status to stay updated correct?
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