3 Messages
Several months of disconnects with no resolution from Comcast
I have had Xfinity 2gig Internet service at my house for just over a year. Shortly after I moved in the occasional disconnects started occurring every few days. This required me power cycling the Xfinity XB8 gateway to restore service. As time progressed the disconnects became more frequent.
A few weeks ago I reached out to Xfinity support as the disconnects were now happening multiple times per day. I work from home full time and this was now starting to affect my job. Xfinity dispatched a technician who replaced the XB8 gateway and removed a line splitter that was in my media cabinet. This did not fix the disconnects. Xfinity sent another technician a week later and inspected the physical line and found the line had been spliced at the junction box and ran a new line across the lawn and put in an order for a line bury. This did not fix the disconnects. An Xfinity supervisor visited my house a couple days later and gave me his business card and told me to call him if I experienced any other issues. I told him I was still having disconnects to which he said he would run some further tests on my line. Several more days to by with recurring disconnects, so I call the supervisor and leave a message. He never returned my call.
I began documenting the disconnects after the new line was run:
May 15 - 5:55am
May 17 - 6:15am, 8:10pm
May 18 - 7:22am, 12:02pm, 6:52pm
May 19 - 5:42am, 8;11pm
May 20 - 5:30am, 6:44pm
May 21 - 7:08pm
May 23 - 6:09am, 8:03pm
May 24 - 1:05pm, 8:42pm, 10:16m
May 25 - 8:30am, 11:04am, 6:17pm
May 26 - 4:02pm, 5:45pm, 9:22pm
May 27 - 8:13am
I decided to purchase my own cable modem and WiFi router in an attempt to fix the disconnects. I tried registering my cable modem through the Xfinity app, which does not work. I call Customer Service and they remove my Xfinity XB8 from my account and attempt to register my new cable modem using the MAC address. Customer Service encounters and error in their system which will not allow then to add my compatible cable modem. They say a technician will need to come to my house, which makes no sense. I tell them I want the XB8 added back into my account so I can have working Internet. Customer Service adds the Xfinity gateway back to my account and I receive an email saying my monthly bill has increased $15 for equipment rental! What in the heck is going on with this customer service circus?! Another call to customer service to get the bill straightened out to what it should have been. I think (I really hope) my bill was corrected.
However, I am still experiencing daily disconnects with no fix in sight. This is beyond frustrating and I have tried to remain patient with Comcast during all of this, but this cannot continue and I need to get a fix for these disconnects.
CCSheila
Retired Employee
•
1.1K Messages
1 year ago
To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.
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ComcastUser88
3 Messages
1 year ago
No surprise, after back and forth with Comcast support via this chat, they offered absolutely NO resolution to the problems their service is having. Instead, they want to charge me an extra $30 per month to use my own equipment and keep my current unlimited data plan.
Their customer service [Edit: Inflammatory] me along for weeks without a single mention of an increase in my bill, then tonight "XfinityMarcus" tells me there will be a $30 increase to use my own equipment. I'm having to use my own equipment in an attempt to get working Internet service with Comcast and they want to raise my bill! This is completely unacceptable.
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