1 Message
Unacceptable (lack of) internet
I am a current customer. I need to switch internet service providers. I have tried everything I can for months to get my Xfinity service to work properly, and it still drops multiple times per day. If not multiple times per hour. Can I cancel my contract and have the early termination fee waived due to unmet terms of service on your end? I do not want to schedule an appointment with a technician. Last time I did that I was charged $100 for no benefit. Please advise. Thanks.
XfinitySara
Official Employee
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1.7K Messages
5 months ago
Hello, @user_n9u2ik! Thank you for taking the time to visit our Xfinity Community Forum, and for posting your service concerns. I am so sorry to hear about the trouble you've had with your connection, and I'd love to see what our Digital Care Team can do to help! We're awesome to work with because we'll do everything in our power to review and resolve issues quickly. And those are great questions to get us started! If you currently subscribe to service with an agreement (contract), an Early Termination Fee (ETF) will apply if you disconnect all residential service before the end of that agreement's term. We must see what we can do to resolve the intermittent connectivity you've experienced, and can always review charges in question. Typically, we do not charge for a Trouble Call (tech visit) if the problem exists in our equipment or signal. That being said, there are cases where the technician may determine a visit chargeable (i.e. customer-owned equipment, in-home wiring, etc.) We'll know more once we take a closer look! First, may I ask if you've recently reviewed these Connection Troubleshooting Tips? That's a great place to start, just in case there is something on your end that can be adjusted and/or improved. Let me know if that helps in any way. If not, we'll probably have you send us a direct message so that we can take a closer look and get this fully resolved for you as soon as possible! Thanks again for your time.
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