Visitor
•
1 Message
Unstable Internet
I’ve been trying for WEEKS to get my internet working - I have fine speed and updated hardware, but my stability is all over the place. It’s so bad, I can’t even take a video call from home (which I need to do for work.)
We had a tech come out to look at the lines (after A TON of trying to get through Xfinity’s automated system) and he said the signals coming into our house were too strong. He put a maintenance ticket in and said it would be resolved within 10 days - but here we are almost a month later.
I’ve tried to get in contact with Customer Service and it’s IMPOSSIBLE!! Even the landing page that has you schedule a callback to chat with a representative doesn’t work (and now I have a suspicion that it might not even be a real page…)
XfinityTommy
Official Employee
•
2.8K Messages
1 month ago
user_m5hxg1
Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.
To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• 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.
0
0
user_5zo4wb
Visitor
•
1 Message
27 days ago
I'm in Florida, and we have had the same problem, with slow and unstable connection, high packet loss, really slow download speed, issues streaming, kids playing multiplayer console games, on and on. This worsened in March, and our mobile phones keep switching over to mobile data rather than the home WI-Fi resulting in our mobile plans going over the limit. Mobile data was up by over 3x the average for a month.
Trying to reach a live person at Xfinity is a nightmare. If we can get an appointment set via the AI, it will just cancel the appointment when it detects the random times the internet appears OK. During hurricane Milton in October 24, we did not have internet for over 5 weeks, as we had high winds and there was major damage to Xfinity equipment. Our home and three other homes are connected to a separate box from others around us. Xfinity techs seem to be oblivious to that fact. It took me weeks to reach a live person who said they'd send someone out, and no one would ever come. The AI kept cancelling appointments. By the time someone came out 5 weeks later and actually checked the box that the 4 homes are on, it was split open, on the ground, and destroyed. Luckily, that one tech did their job and called in for a crew to come and fix it ASAp.
What's funny is that we keep receiving texts for over a month stating performance issues in our area, and they are repairing the issue, but it doesn't fix the problem. I had Xfinity/Comcast in PA and MD, and everyone I know who has had Xfinity despises them, but we can only get Xfinity here, which is infuriating. I believe they have one of the worst CS out of any company. They will lie to you over the phone, or in person, and act like they don't know or actually do not know what packet loss is. Add in the AI auto-cancelling appointments, which I believe they did after getting screamed at by customers over the years.
1
0