6 Messages
Wall To Wall Coverage -Warning you may be left with no wifi signal if you previously had wifi extenders
I purchased the xfi Complete also because it says wall to wall coverage. My previous service had the mesh wifi extenders because I have a large house and the base unit (located centrally in my house) does not reach. The xfinity technician advised that I would likely a need wifi pod since I could not connect to wifi but that he cannot provide them. This is when he describes this 14-day trial to me that I have seen no details beforehand. Why in the world would Xfinity not ensure that I have service to cover my house at the time of installation. The whole home evaluation is not accurate if I have to move devices or am unable to connect at all...this only evaluates what is connecting. The competitive company evaluated my signal onsite and provided the wifi extenders free. I have a baby now that had to be moved out of their room and is sleeping in a portable bed so that we can continue to use the baby monitor camera which is causing all kinds of sleep issues for us all. I have had to move out of my office setup and try to work temporarily at the kitchen table. One of our home security cameras, Second wifi Thermostat, One Roku, all no longer gets wifi signal. It is not that the signal is weak, it is because there is no signal to pick up. Now how am I supposed to have these conditions for 14-days while some mysterious monitoring program evaluates my signal on devices that wont connect or that I have had to inconveniently move to get signal. The devices will not get signal in the locations they are supposed to be and that used to work fine with my previous provider and so this test is not accurate. What a horrible business policy with severe lack of customer service. I have wasted hours on xfinity assistant chat to only get a modification applied to my base unit which was supposed to improve the signal. This has made no change. I requested that I get a call from someone and waited on a call with a ticket number created for this call request and never received a call. Then I used that chat again to resume my request but after two people that wasted time asking the same questions over with all of the information still in the chat. Tried to call the 888-934-6489 only to be sent to xfinity automated assistant online. The questions on this waste your time as they are not relevant to not being able to get wifi signal in parts of your home and it ends the process saying everything is okay. I went back to chat for the fourth time and demanded a phone call back. After explaining the whole situation two more times two different people I was put on hold while an advanced repair team was consulted. I was then transferred to this department, put on hold for 15 min to explain it all over again. At least this person was empathetic and spoke English as their first language. This person consulted the xpod team who denied their request to bypass the 14-day gimmick of a trial. My issue has been now sent to the leadership team and I am supposed to get a call back which I have not as of 24hrs later. False advertising is completely accurate!. I know Xfinity does not want everyone unnecessarily receiving wifi pods, but this is ridiculous. It would have been far cheaper to send me one than tying up your resources for four hours. Now I am a [Edited: "Language"] customer for life, but unfortunately, I do not have a choice of service at this time anymore. Tip - Text "Call Back" to 266278 to get a live person much quicker than what I had to go through.
user_0ur26s
6 Messages
9 months ago
Seven business days and I still have not received the call that I was told I would occur.
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user_0ur26s
6 Messages
9 months ago
Update at 20 days- My wifi coverage has not changed since the day it was installed and the technician and myself identified that there was not sufficient wifi coverage. It is ridiculous that I would be denied this service at the time of install and have to waste hours trying to get help. I followed the above directions to reach out with direct message. I have now been on that chatting for just short of 2 hours! So that is now 6 hours of my time and xfinity time wasted on this. I was told the results my 14-day mysterious trial were that I needed the wifi pods (huh!). Supposedly the response to this trial was sent to my Xfinity App as a notification or tile on my overview as well as my xfinity email. Well, I did not have any notifications, and I do not have an Xfinity email so I never recieved any communication. So a ticket had to be created to deal with this and I should have the wifi pod in 3-5 days. This is a ridiculous policy and Xfinity should be ashamed of putting customers through this. I believe they should be reaching out to apologize and credit my account for all the wasted time and inconvenience. Then who ever in Xfinity that created this worthless 14-day trial should be fired.
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user_0ur26s
6 Messages
9 months ago
Update- I received one Xfi pod which mad a marginal difference in increasing wifi range but still not as good as I had previously with eero extenders. I found the following xfi faqs page where Xfinity recommends a certain number of pods for house sizes. Based on this I have needed to xfi pods from the beginning. @Xfinity Support , Since you recommend two pods for my house size and I still do not have full range of wifi that I did with my previous provider can you please send me the recommended second pod? My neighbor was sent two pods for free so not sure why I would not get them? I have 5 bedrooms and two stories.
WiFi Boost Pods FAQs - Xfinity Support- One 2nd Generation WiFi Boost Pod is recommended for homes with three to four bedrooms and multiple stories. A set of two 2nd Generation WiFi Boost Pods is more appropriate for homes with more than five bedrooms and multiple stories.
Why is this such a sleazy process? I just want to buy a service and have it installed and work right away. Dragging your customers through weeks of trial and error then only providing partial amount equipment even though you recommend upfront that I will need more it shameful.
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