wifi just downstairs

My kids had earlier used xfinity complete in a different place and they advised me to do so.

I got this in april 2024 and was never told that you guys run some kind of a test to do dead spots check in 2 weeks.
I am 75 yrs old and my house is a 2 storey unit.
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Recently a month ago my family moved in with me and now they dont get wifi upstairs which i dont use.

I stay downstairs.
In one room upstairs it is slow and in the last room there is no wifi or it would keep connecting and dropping.

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My family is very frustrated.

Today when i spoke to cust service after hearing about xfinity pods i am being pressured to either buy the pod for $120 which i cant afford now.

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Or they will do a evaluation after 6months.

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How can someone remote run a diagnostic to my upstairs floor? when they can connect only to my modem

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Looking forward for a resolution or i need to pay for 1 more year when i will get out of the contract .

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I dont understand do we pay for wifi per floor?

Hoping for a resolution than a understanding email.

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I wasted about 45mins trying to talk to support and sales who are only saying i need to pay.

And when i insisted for a techie to be sent home, they said it would be charged.

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I pay for wifi for the whole house. and not per floor.

Responses

XfinityMarcos

Official Employee

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2.2K Messages

3 days ago

Hello user_wrrtmb, thank you for reaching out and letting me know exactly what you're needing help with. Our xFi Complete service is a great value, so I completely get why you have it. Part of that is the Whole Home Wi-Fi Evaluation, which can provide a free Wi-Fi Boost Pod if recommended. Do you by chance remember getting an email when you originally singed up? This is a great 'Overview Link' of the service to get an idea of what to expect

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user_wrrtmb

2 Messages

Sorry no. Its not in my inbox or spam either. Nor did the store person who sold me this told me or my son at that time who had accompanied. Else after activation we would have got it solved.
What is the solution going forward? Please dont make me wait for 6more months. I can send you strength of signals if you need it now.
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3 days ago

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XfinityShawn

Official Employee

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1.3K Messages

user_wrrtmb We can further help you on our end to help. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
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. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

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3 days ago

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user_wrrtmb

wifi just downstairs

XfinityMarcos

user_wrrtmb

XfinityShawn

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