Visitor
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8 Messages
Xfiniity Network Enhancement Broke my Modem
I received a text from the Xfinity Assistant app stating "We'll be working to enhance the network in your area starting tomorrow, 11/14....We anticipate completing our work within the day." The delightfully polite Xfinity Assistant sent another message on 11/15 stating that now they're starting the work, and another on 11/16 stating the work continues. I was experiencing outages during this time. No big deal since I'd been warned in advance. Xfinity Assistant notified me that work was completed 11/16.
Since the work was completed, my internet connection has been extremely unstable. I've had to reboot modem/router/pc several times daily. Before the "enhancement," I rarely if ever had to restart any of my devices. Seems pretty obvious that the "enhancement" caused some problem with my connection. After jumping through all the hoops of the automated Xfinity Assistant by talking to an app for 15 minutes, I finally got some poor kid to call me. His explanation was that my modem required an update to work with the new enhancement. At that point, I'm directed to the equipment update page which tells me I need to buy or rent a new modem. Isn't that fantastic news!?!? An enhancement I didn't need or want will now cost me $200-400 to replace my $200 4-yr old modem. Yay.
As frustrating as that is, I can't even get Xfinity to tell me what this so-called "enhancement" was intended to do! Was it intended to increase modem sales? Was intended as a test of how much [Edited: "Language"] customers who've been loyal for close to 30 years will put up with? I honestly want to know what the [Edited: "Language"] they did, and can they please undo it or make it so I don't need a new modem?
CCJennifer
Problem Solver
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743 Messages
3 years ago
Hello @user_254d51! Thank you for reaching out on our community forum. I hate to hear you're experiencing issues since the work. Just so you know, we are enhancing our network, ultimately enabling us to deliver multigigabit upload and download speeds to meet the growing needs of today and tomorrow.
We are happy to take a closer look at your account specifically. Could you please send our team a direct message with your full name and full address?
"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:
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user_205323
Visitor
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2 Messages
3 years ago
Same exact thing happened to me as well this past week. I received those texts 3 days in a row and my internet would be down. It came back up after they were done but now my service is interrupted multiple times a day at all hours and it’s worsening each day. I would like to know what these enhancements were and how they intend to fix it.
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