Frequent Visitor
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13 Messages
Technician help from Xfiniti
I am wondering what's going on with Xfiniti technicians? Really strange and amateurish. I've had several xfinity cable boxes that have broken and needed technicians to fix the problems but are the technicians are really trained any longer. Most are contractors who know less about Xfiniti than I do. One technician redid all my connections including the ones' to the box outside with the result that I had no phone service and one of my cable boxes not longer functioned. Then another technician said the previous technician did all the wrong things and redid everything so things were working better again but he said I needed a more advanced box. He ordered a new one and asked me to call his personal cell phone and he would install the new box. It seemed strange that I would make an appointment directly with him on his cell phone. When I got my new box I set up an appointment with him but he didn't show up. I can go on and on about things but on the whole, especially in the last year or two it seems that the professionalism of service, (in particular the tech's) has really eroded with "amateurs" being hired. I hate to say it but I am the last person with Xfiniti in my cul-de-sac and I think I'm pretty much done myself with a $300+ monthly bill. Really a shame since I really like the Xfiniti programing (when it works).
XfinityKatie
Official Employee
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744 Messages
2 years ago
Hello @sschickler it is concerning to hear of the experience that you have had with the technicians that have come out, and we would hate for this experience to cause you to leave us. We work hard to ensure that our technicians are highly trained to assist with any technical issues you may run into. Your feedback on this is extremely important to us, and we'd like to gather more details from you to be able to send this over to the correct teams for review. Can you send our team a DM with your full name and the dates/times you had these technicians out?
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
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sschickler
Frequent Visitor
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13 Messages
2 years ago
I did that and after typing the letter there was no way to send it... Do I have to do that during business hours. In any case here is the letter:
ou had asked me to relate some distressing customer support experiences that I wrote about in the community forum. As best as I can remember on July 12th (?) a technician came out to replace a defective cable box (the second or third to be defective in a short time). The tech decided to do a complete overhaul of my systems and wiring changing splitters working on the modem etc. He said that this would increase my interest speed although it would reduce the signal strength in some of the cable boxes. I told him my signal strength was not a problem and was worried about reducing the signal strength in my cable boxes but he said it was a new Xfinity mandate that they get internet speed to be faster even if it impacted cable boxes and his boss was requiring him to do that. Really bizarre. After he left I found that my Xfinity phone land line no longer worked and the cable box was working incredibly slowly. Took 5 seconds for every remote control operation.He apparently had reduced the signal strength as he predicted. I called to and got another tech appointment for Jane 15th but that tech never showed up. I then called customer service and a wonderful agent managed to get another tech later the same day (although I wasted an entire day off waiting for techs). In any case the new tech said that the previous tech should not have made the changes he did and reworked the system to how it was before. Things seemed to work well but he said that I should get a more updated 4k box. He ordered one for me and said to call him on his personal cell phone line after I received the box and he would install it. It seemed strange to set up an appt. that way. I received the box and texted him and he texted that he would come out today (July 21) between 5 and 6. He never showed up. I texted him several times but he never answered. For reference this tech was a contractor, not an employee. I now have yet another appointment for this Saturday for another tech to come and I will waste another day waiting for a tech and hoping he shows up. I am paying over $300 per month for my service and this is what I get? You should be ashamed.
3:48 am
Couldn't send.
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user_8xvq4w
1 Message
1 year ago
xfinity how much more can you give low-quality Internet? you have constant interruptions. You don't let it work properly
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