electrosurfer's profile

New Poster


2 Messages

Wed, Oct 21, 2020 3:00 PM

Poor Customer Service over the phone

During the 5 years I had Xfinity in Michigan, I never had any problems with my service and never had to contact Customer Service. 

After moving to Alabama 7 months ago, I have had nothing but problems.

On 2 occasions (after over 3 hours on the phone with them) they discovered that they needed to list my modem in their system (again) because I was not able to stream channels. How does a customer modem randomly get unlisted? 

Recently, there have been outages in my area including 8 hours on a Saturday and scheduled ones between 1am & 4am and they claim that there are no problems on their end.

Sometimes when I call them they say they are looking at my modem to make "necessary adjustments" but they never are able to resolve the issue and I end up with a miilion entries in my modem log. 

Yesterday when I called them they were tinkering in my modem and everything stopped working. At that point they told me that my equipment is the problem and there was nothing they could do for me.

After I got off the phone with them I found that they had somehow factory reset my modem while they were "looking in to it" and the settings were messed up for wifi. After taking the time to Hard Reset my modem and adjust it myself it seems to be working fine and no logs in the modem. 


It is very irritating that Customer Service not only can not resolve an issue but make it worse and if you own your own equipment then that is always the problem and "Good-Bye". 



Official Employee


6.1K Messages

8 m ago

Hi @electrosurfer

We appreciate you for sharing your experience on the Xfinity Forums. Sorry that you weren't able to get this resolved by speaking with my peers over the phone. When it comes to the customer-owned modems, we aren't able to get into your modem and can only complete basic troubleshooting steps that will assist with issues you're having. 

In the future, feel free to reach out to us here on the Xfinity Help & Support Forum, Reddit, like us on Facebook, or Follow us @ComcastCares on Twitter! We have an awesome team of Corporate Digital Care agents, on standby and ready if and when you need us. Please let us know if there's anything we can help with in the future. 


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New Poster


2 Messages

8 m ago

It is amazing since I set up my modem. Everything works perfectly. 

The Xfinity website says that they can't reach my device but since everything works so good, I do not care if they can see it or not.

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