Visitor
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2 Messages
Very Disappointed
I have been a loyal customer for many years and have previously been highly satisfied, but the current state of my service is entirely unacceptable.
Despite paying my bill in full each month, I am not receiving the service I am paying for. The internet speeds are continuously slow and unstable, and the TV service has deteriorated significantly. This has caused a direct negative impact on my household: my wife works from home and has recently been forced to commute to a remote office purely because our home internet is too unreliable to support her job.
Furthermore, the effort required on my part to try and fix this has been exhausting. I have already communicated extensively with your automated chat bots, spoken with multiple online agents, and hosted two separate technician visits at my home. Despite all of this, the issues remain completely unresolved.
As a long-term customer, I expect to receive the reliable connection I sign up for without having to constantly manage ongoing technical failures. Because standard support channels have failed to resolve this, I request that this issue be immediately escalated to a senior technical supervisor or executive care team to permanently fix our line issues. Additionally, I request a billing credit to reflect the months of sub-par service we have received.
I look forward to your prompt response and a concrete plan to resolve this immediately.
XfinityRaul
Official Employee
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3.2K Messages
2 hours ago
@user_d8eazb Thank you for reaching out to us via Forums to make us aware of the service issues you've been experiencing. I would be more than happy to help find the root cause of this problem with you.
I understand you've gone through several troubleshooting options. So that we don't go over something you've already done, can you please share with me what troubleshooting steps have you completed on your own? Have you by any chance used the Xfinity app to reset the modem? How about a power cycle, have you tried that?
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