Visitor
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3 Messages
Xfinity 1.2 Gbit and Wall to Wall coverage
I have had very limited WIFI coverage since I have subscribed to Xfinity. I have thrown good money after bad trying to improve the coverage. I have purchased a couple of devices that were supposed to increase my coverage. Among those was the 3 pod set narrated by Xfinity several years ago. They were worthless. This year when my special offer expired I contacted Xfinity and was told about upgrading to the 1.2 and wall to wall coverage. Thinking that Xfinity had finally found a solution to my problem I signed up. While my download speed did increase it is no where near the 1.2Gb. I understand some degradation but the best I get is 600 to 700. and as low as 300. That doesn't seem to me what I signed up for. As far as wall to wall wifi I don't even get 100 Gb and sometimes the signal is to weak to even Finnish the test.
I started to chat with your robot and after about a half hour of it not understanding my problem finally contacted an agent who provided inaccurate information. He informed me that he would send the Xfi pod. I wanted a week. The pod never came. I contacted a second chat agent who informed me that there was no order. he ordered the pod and scheduled a on site tech support to address my low speed. The On site tech never came and when I called back I was informed that there was no order. I asked about the pod and was told that it Haden't been shipped but should arrive in 3 to five days It actually arrived on the 7th day.
My next problem was with the Xfinity app. When I tried to log in it would not accept my password. I tried everything I could including to change my password. At this point I don't know what password is correct. I contacted a live agent who attempted to fix the problem but was unsuccessful. She escalated my problem and told me that I would receive a call. 24 hours later and no call. I now have the pod with no way to install.
I purchased a service and immediately the new bill was presented and paid. I now feel that Xfinity had the responsibility to ensure that I am receiving the promised coverage before billing.
Accepted Solution
user_e2fbaf
Visitor
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3 Messages
2 years ago
Thanks for responding. Today an Xfinity tech came to the house. I had been trying to open the Xfinity app to install the X1 pod but every time I inserted my user name instead of asking for password the screen would flip back to user name. This is part of my problem that I had worked on with phone support. They sent the tech. He spent an hour and a half working with various phone support tech and none were able to help. His recommendation was to go to the Xfinity store. I have been to the store for other problems and they have been very helpful so I went.
The tech and another tech worked for about 20 minutes and found the problem which was caused by my having set the cookie setting in Safari to no cookies. After resetting I was able to log into the Xfinity App.
In all of the time I worked on this problem and all the time tech support worked on the problem no message ever came up asking me to change this setting.
Nobody had ever seen this problem before. Someone mentioned that Xfinity has upgraded their security software recently and I think this may have caused the problem.
I now wonder if there is a way that I can report this problem to Xfinity's software development group.
I am happy to have my problem fixed but don't want others have to work so long and hard as I did to get resolution.
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EG
Expert
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112.9K Messages
2 years ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityBenny
Official Employee
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1K Messages
2 years ago
@user_e2fbaf We're happy to help. Having a high speed will help have a ton of devices with a lot of usage all on at the same time. While having Pods will get you the broadest WiFi coverage for your home. How do you have the modem set up in the home, is it behind a cabinet or in an entertainment center?
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