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Visitor

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44 Messages

Saturday, July 6th, 2024 5:48 PM

Closed

Mobile phone service - garbled, cutting in/out

People are saying they are having a hard time hearing me on my mobile phone. They said it's garbled, robotic, cutting in and out, etc. This has been going on for 2 weeks now. I did a voice memo recording to see if it was my phone, but that is crystal clear. I had also powered off/on my phone and that didn't make a difference. In addition, I tried switching to headset, airpods, etc. Still having trouble hearing me. Anyone else having this issue on Xfinity Mobile? In addition, I have only 1 bar (so sometimes when we are not at home on WiFi, I can't get web pages or maps to load very well).  

Problem Solver

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591 Messages

5 months ago

@NewCustomer3 You mentioned you only have 1 bar. Is this everywhere, or only at home? If at home, is this when people have difficulty hearing you? If so, you should enable Wi-Fi calling. That will help. I rely on it, because live in a rural area with only 1 bar. Out of home service is fine.

Visitor

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44 Messages

@DreamSayerZ​ Thanks for the suggestion. People are complaining about hearing me when having phone calls anywhere, not just at home. We have had this mobile service for well over a year and have only started having this issue in the last 2-3 weeks. In general, I only have one bar most everywhere and it's very annoying when we are out or in the car and trying to use browser, maps, etc. 

Problem Solver

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591 Messages

@NewCustomer3​ If the problem just started recently, something is awry. I would contact Xfinity Mobile support for assistance so they can troubleshoot.

SMS Text Message: 1 (888) 936-4968

Phone: 1 (888) 936-4968

Chat:  https://www.xfinity.com/xfinityassistant/?channel=xMobile

Visitor

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44 Messages

Thank you. I had an appointment with Xfinity in the store and they changed a setting my phone (to not look for Xfinity wifi hotspots). The guy assured me that's what the issue was. Well...I continue to have only 1 bar and continue to hear complaints from people that my phone service is cutting in/out during calls. I am beyond frustrated at how crappy this service is. Might have saved some money by switching to Xfinity mobile, but I am unable to have important phone calls and who knows what would happen if we had to call 911. I'll be headed back to the store and then likely moving to another carrier. 

Official Employee

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1.5K Messages

Hi there @NewCustomer3. I appreciate you taking time out of your day and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform. Have you tried calling or texting 1 (888) 936-4968, or reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7?

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Visitor

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44 Messages

Yes, I've chatted with the support folks..twice. I cannot call, because people cannot hear me. They get about every 3rd or 4th word. I have visited the local store twice. The changes they have made (one was a configuration change to "not" search for Xfinity mobile hotspots" and the other was to put us on the "newer network", because we were on an "older plan"???? This involved some change at the Xfinity side and resetting network settings on the phones.....have not resolved the issue. Frustration is growing! I have now made an appointment for a 3rd visit to the store for today. I need to switch to another carrier if this cannot be resolved right away. It's crucial to have working services. We do not have a landline. This morning's issues: Making two outgoing calls. Both ended up in "call failed" and I had to retry to get the calls to go out. This has been an intermittent issue for about 3 weeks now. Also, once the calls went through today - people cannot hear me. Breaking up and can only hear a few words and not enough to make out what I'm saying. So basically unusable phone services that I'm paying for. I did another voice recording on my phone today just to reconfirm for folks that my phone microphone is fully functional and the recording is crystal clear. 

Visitor

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44 Messages

3 months ago

Update: Visited the Xfinity store again because the above solution from the tech at the store did not resolved the issue. This time, they removed my sim card and am now using the e-sim. Test call in the store was fine. But what I'll say is that there is very good cellular service in that area. I have continued to have intermittent issues with only having 1 bar on my phone and people cannot hear me. Complaints are - getting about every 3rd word I'm saying or they just hear clicking. I'm beyond frustrated. When we were on Verizon, we did not have this issue ever. We've lived in the same house for 20 years and were on Verizon that entire time - no issues. So there must be some kind of secondary or lower priority service configuration for Xfinity customers riding on the Verizon network.Two blocks away from my house - 5G signal is strong. When in many locations near out home or within our state, we only have 1 bar. I've noticed if I have 2 bars then I don't have the issue. I do not want to do wifi calling - there are 911 implications with this. AND....we live in a very populated area. I get that when we travel to more remote areas, the signal strength will be limited. Next step is to move back to Verizon and negotiate some sort of deal to not have to have my Xfinity internet costs go sky high since I wont' have the bundle with Xfinity anymore. I cannot be in a position where I cannot make important phone calls (doctor, pharmacy, how about 911). 

(edited)

Official Employee

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1.4K Messages

 

NewCustomer3, I am sorry to hear you are still having trouble with your service. We want to do everything we can to get this working for you. Since this is with your mobile service, have we done anything through our mobile department? 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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44 Messages

Yes, I was working with a mobile expert at the Xfinity store. Still having some issues. And on some days it takes 2-3 tries before I can get a call to go through. Still getting the "call failed" message on those days. And still intermittent complaints that people cannot hear all i'm saying. Over the top frustrated. And mad that if I switch carriers, my overall Xfinity bill will go up. 

Official Employee

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2.3K Messages

I apologize that the issues have not been fully resolved yet, NewCustomer3. Did you turn on WiFi calling as @DreamSayerZ suggested? I am also in a rural area, and it helped with my call quality. Are you only seeing 1 bar at home or just on the go? 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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44 Messages

I'm not in a rural area. We are in a metropolitan city. And we have had this mobile service from Xfinity for about 18 months. We only started having issues when I created this post. So while WiFi calling might help us, there are risks related to 911 services when doing this. AND, I should not have to do this when the service worked before. Something has changed on the Xfinity side. And all the visits to the store working with techs hasn't resolved it. 

Official Employee

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1.8K Messages

 

Thanks for the update, NewCustomer3. I'm sincerely sorry to hear the issue persists. We'd like to help get to the bottom of this. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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1 Message

2 months ago

My mom and I are on the same plan - our conversations only last a couple minutes before the calls get dropped or one of us is very garbled. We can talk to others not on Xfinity when no problem at all. We reset our network settings per our Xfinity sales guy but they doesn’t seem to have fixed it. 

Visitor

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44 Messages

This is exactly how our service is working. Sorry to hear you are having the same issue. It's so frustrating. 

Official Employee

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1.2K Messages

Hi user_j029uo! Thanks for reporting the trouble to us for the garbled voices on your calls. I'm sorry to read of this experience. I'm sure it's frustrating for you and your mom when the call quality performs this way. Thank you for trying to troubleshoot the trouble as well. I would love to help figure out the resolution for us! Has the service always performed this way for us or is this a new interruption? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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44 Messages

After quite some time and working with an escalated group in Xfinity, we might be in a better spot. We have had only one day last week where we had a lot of cellular issues. We worked with a technician who agreed we did not have a device issue and they ended up working with Verizon. Verizon came back and said there was nothing wrong with any of the cell towers in the area. Only option was to reset network settings on our phones (which we have done a few times throughout this troubleshooting process). Otherwise, they said it's more of a location thing (although, we did not have this issue for the first 18 months of having Xfinity service and never had this issue with our Verizon account prior to that). Within about 2 days of hearing that news....we now have more bars on our phones and have not had failed calls or issues with any cutting in/out, Interesting. Only one day last week we had this issue. So things have improved. Hmmm. 

Visitor

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44 Messages

I would consider this closed as Xfinity says nothing else can be done. 

Official Employee

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1.9K Messages

Hi NewCustomer3, I appreciate the update, that's the best thing about our community on the Forum, so I'm glad to hear your service has been better. I'm just glad you were able to get the support you needed and find some answers. Have a great rest of your day. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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