Poor Service

Re:  Account   [Edited: "Personal Information"]                                                              

To whom it may concern,

I’m writing to document my experience over 14 days trying to correct my Xfinity TV service and to request compensation for this lack of service. 

Below is a timeline of events to correct a TV pixelating issue I was having with Xfinity. 

Timeline of Events

- On 3/2 Xfinity was working on the lines a few houses up the road while parking in my driveway.  I was not asked if they could park in the driveway and I had no idea why they were there.  Soon after they left I started to see excessive pixelating on live TV.  It got progressively worse as time when on. 

- On 3/8 I did a lot of phone troubleshooting with Xfinity which seemed to make it better, but not enough.  I requested an on-site technician and had to wait 4 days while live TV was not watchable. 

- On 3/12 the technician decided a splitter for the coax cable connection was a bit loose.  He changed the splitter and left.  The issue was better, but  after about 30 minutes it became worse, to the point where it was again not watchable. 

- On 3/12, back to phone troubleshooting Xfinity.   I was told the technician should have changed out the TV boxes when he was here and that the new boxes would solve the problem. I  was instructed to ask at the Xfinity store that the boxes serial numbers were registered.   I got the new boxes at the Groton, CT Xfinity store, was assured  they were registered, and installed them.  Once installed a message on the TV said, “could not connect from an unknown source, and I could no longer access On Demand or apps like Netflix. 

- On 3/12, more phone troubleshooting with Xfinity.  I was told the remote may be defective and/or I needed to change my plan to match an older TV with the newer software. 

 -On 3/12, more (different) phone troubleshooting with Xfinity.  Was told the boxes were not registered in my account, (even though I was assured they were when I picked them up), and once the boxes were put on my account that would take care of the issue.

- On 3/13, more (different again) phone troubleshooting with Xfinity.  I had both boxes registered in my account.  This improved the problem but again, not sufficiently.  At this point, live TV was somewhat watchable.  I scheduled a technician for on-site help. 

- On 3/16, a Xfinity technician came to my house to address this issue again.  I had to wait 3 days for an appointment.  After about 2 hours of work on his part, changing out the cable box, and changing/updating all the coax cable connections, this issue was finally seems to be fixed. 

Conclusions:

- It took 14 days, 5 troubleshooting phone calls, and 2 on-site visits from Xfinity technicians to finally get to the point where this seems fixed. 

- The pixeling issue was caused by work Xfinity was doing on the lines up a few houses up the road.

- The new boxes were not registered at the store when they were given to me even though I was told they were. 

- The new boxes from the Xfinity store did not solve the problem.

- The remote was not defective. 

- Changing my plan to newer software was not necessary, even though I was told it was. 

- The first technician did stayed for only a few minutes to confirm replacing the splitter addressed the problem.  Again, the problem came back soon after he left. 

- The second technician, 3 days later,  thought the first technician was a contractor who was paid by the number of jobs he does instead of being paid by the hour, thus explaining why he left so quickly. 

- All “solutions” over the phone with Xfinity were not correct and did not fix this issue.   I suggest more training for your phone/text troubleshooters. 

- Communicating with Xfinity, via text and phone, has been very frustrating due to long wait times, poor information, and attempts to sell me a different plan which also proved to be not necessary.   

- From 3/8 to 3/13 live TV was not watchable. 

- I expect to have my next bill adjusted to not pay for 5 days without service.