Visitor
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6 Messages
Who do I can l contact about bad techs?
I'm having an issue with my Wi-Fi reaching to certain places in my house. Your Xfinity assistant techs said they can't solve it and sent a tech out. The tech who was just here came in, stood next to the modem, did a speed test, and declared the problem non-existent. He refused to go to the areas of my house that I explicitly said were the trouble areas to perform any tests, all while lecturing me on how WiFi is supposed to work and how I'm getting the speeds I should be getting. He was even wrong about that point as I should be getting twice that amount. Maybe he was trying to say that's what the 6ghz band was capable of? I don't know. He didn't understand the concept of throughput, especially while getting a strong connection. He also implied that traffic steering is handled through my phone (partially true) apparently not realizing that's how the 3 band single SSID is handled on the modem side. He explicitly stated he didn't understand my problem.
He came 1.5 hours early, which I was actually pleasantly surprised about. I ended up having to kick him out. I asked him to send a tech with experience in WiFi, to which he said he was that tech. Obviously not.
I'm very upset by this. I've been having issues with Xfinity's Internet service for a while, and the "advanced tech" agents are sending me articles on how to open my own ticket without that being requested or even talked about. I've never had this much trouble with Xfinity. The only reason I'm still a customer right now is because I can't get anything else. I'd like to talk to someone about this further if possible.
XfinityVianney
Official Employee
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2.9K Messages
13 days ago
Thank you for reaching out and creating a new. Typically, the tech will check the speeds and levels going to the equipment. It sounds like, at that time, they didn't detect any red flags. That said, I understand your concern was multiple dead spots within the home. Have you found, while troubleshooting, any issues with the power levels or network? Can you tell us about any deeper troubleshooting you've done so far?
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user_qixr0q
Visitor
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6 Messages
12 days ago
The problem is when he was testing, he was standing 1' away from the modem connecting to my network with his iPhone to the 6ghz band and declaring everything was fine. Of course it's going to look fine in that situation. That's about as perfect as you're going to get.
A basic rule of being a tech is you try to replicate the issue. When a customer says they're having an issue in a certain area, you go to that area to test. The tech that came out refused to do that, and even refused to try to understand the situation. He just kept telling me my connection is good and he didn't understand my problem.
Regarding the troubleshooting, well, I have over a month's worth of screenshots and details to go over. I would be happy to discuss it with a tech directly. Who knows... Maybe that tech might even be able to save a customer.
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user_qixr0q
Visitor
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6 Messages
9 hours ago
FYI this problem is almost fixed. All it took was disabling the wifi on the gateway and putting in my own wireless access point. The devices that were getting approximately 10 mbps are now getting close to 300 mbps, proving that when the tech told me it was a problem with my device, he was absolutely incorrect. He's probably needs more training.
The original problem still remains however; I still cannot place reliable calls using Wi-Fi calling. This will also affect real time video meetings on Zoom and Teams. My access point is hard wired to the gateway using known good equipment. If I can't get a reliable connection even while hard wired, then there is an issue on my service which I cannot correct using my own equipment. If it can't be corrected, I can't work.
My service used to work as intended, but when I try to being attention to my issue, tickets get opened but disappear, techs refuse to test or replicate the issue, and the customer service in general sucks. What happened? This is a relatively recent issue for me and I'm just not getting the issue. Seriously, who do I need to talk to to actually get something fixed?
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