Terrible customer service experience that I can’t resolve.
On 5/8/22 my wife showed me that she was unable to sign into our home internet with her iPhone 13. The message said too many devices were in the channel. I researched it and found the only way to correct it was to unplug the XB7 router. It happened 5 times that day. We pay for gig speed internet, but we couldn’t use WiFi calling. I learned there is an XB8 modem/router that has 2.4, 5, and 6ghz channels, so I called customer service on 5/9/22 and requested to upgrade my router. The rep processed my request and said it would arrive by UPS quickly. The call took 6 minutes, and I couldn’t have been happier. On 5/12/22 I got a delivery, but when I opened the box it was another XB7. I figured the best thing to do was connect the new router to see if it worked better. It did not. My iPhone 13 wouldn’t connect to my network for the same reason as my wife’s. I called xfinity and explained the situation. The lady took my information and said a new XB8 would be sent to me. I didn’t receive the usual text or email confirmation, but I returned the original XB7 on Friday 5/13. I called xfinity that same day and asked for confirmation that a new XB8 was being sent. I was given a confirmation number that matched the order I already received on 5/12. The service rep said she would send a new XB8. After 9 days of being told the same thing, my account says I have 2 XB7’s, and it says I have a delivery arriving soon. When I click on that message it says my order was delivered on 5/12/22. I called xfinity again on 5/18/22 and spoke with the rudest customer service rep I have ever encountered. She told me everyone I had previously spoken with was wrong, that I cannot get an XB8, and all she could do was transfer me to technical support. She said she doubted the accuracy of what I told her. I told her I was going to file a complaint and ask xfinity to review our conversation. She said she didn’t care because all xfinity cares about is whether or not she gives accurate information. I finally gave up and asked her to transfer me to tech support after I asked her to escalate my ticket. She said there is no ticket to escalate. When I was transferred, I spoke with a polite rep who said she relayed my entire experience to her supervisor, and he personally submitted an order for me to receive an XB8. That was 3 days ago, and I haven’t gotten a confirmation text or email. My account still says I have 2 XB7 devices, and it says I have a delivery coming, but it still says that delivery arrived on 5/12/22. I went from being a very satisfied customer on 5/9 to a very dissatisfied customer on 5/22. When I told the rep I was not happy on 5/18, she said, “You’re only unhappy because you aren’t getting what you want.” I said, “No, I’m unhappy because I’m not getting what I pay for.” I’ve been satisfied with xfinity for 7 years. I pay for top tier cable and internet, but if I don’t get a good outcome to this, I will be finding another provider when my contract ends.