Reps and supervisors do not care to help

To whom it may concern,

​I am writing to document a series of ongoing technical issues and unsatisfactory service experiences I have encountered since January.

​Technical Background:

I currently pay for a 1300 Mbps plan. While I understand that wireless speeds will not reach the full capacity of a wired connection, my current performance is significantly below acceptable standards. A health check via the app confirms that approximately 900 Mbps is reaching the modem via Ethernet; however, my WiFi speeds have plummeted.

​My bands are split to accommodate specific device needs. Recently, I have been receiving only 3–7 Mbps on the 2.4 GHz band and 10–15 Mbps on the 5 GHz band. Previously, these bands consistently delivered 70 Mbps and 200 Mbps, respectively.

​Equipment and Service History:

Over the past few months, I have exchanged my modem three times (transitioning from an XB6 to an XB7), yet the fluctuating signals persist. I have encountered several hurdles regarding the hardware:

​Hardware Quality: After multiple issues with refurbished units, a phone representative assured me that a note would be added to my account to provide a new, non-refurbished modem.

​Store Discrepancies: When I attempted to collect the unit, store personnel informed me they only stock refurbished modems and that new units must be shipped from the warehouse.

​Technician Visit: A technician recently confirmed that while the outside signal is strong, the WiFi speeds remain inexplicably slow. He was unable to provide a new modem as technicians are apparently not issued new stock.

​Recent Grievances:

On Wednesday, April 8th, I contacted support via the app to check on the status of a promised shipment. The interaction was highly unprofessional:

​The representative claimed a modem was in transit but refused to provide a tracking number, citing "privacy" reasons.

​The representative then changed their story, claiming a technician would hand-deliver it.

​Upon requesting a supervisor to address these inconsistencies, I was met with total indifference.

​I am reaching out to this forum in hopes of finding a resolution before escalating this matter to corporate. I am seeking a stable hardware solution that reflects the service tier I am paying for and an explanation for the conflicting information provided by support staff.

​Thank you for your time and assistance.