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rylan
Rousing Reactor
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Expressive Exchange

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61 Messages

Thursday, November 7th, 2024 8:02 PM

Poor/No Network Coverage

I wanted to report poor cell phone signal/reliability.  This always occurs in certain specific areas on my drive between my home and work location, where there is is basically a dead zone.  Poor signal, my phone switches from 5G to LTE with one or two bars and it is impossible to use for any data - cannot browse, make calls, or use any network features requiring a good data link.  If I'm on a teams call it drops, or I can hear but they cannot hear any of my voice audio.  Once I am outside this area, it switches back to 5G and works again.

Seems apparent that priority/preference is being given to Verizon customers on the cell towers whenever there is limited signal and bandwidth.

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29 days ago

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XfinityOrlandoM

Official Employee

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1.5K Messages

2 months ago

@rylan

Thanks for adding the post , with your Xfinity mobile nationwide coverage, You’re covered nationwide with 5G, 4G LTE, and millions of secure Xfinity WiFi hotspots. Your phone will automatically connect to the nearest network for the best connection and coverage, so it all depends on where you are located at that time in connection with where the cell phone towers are in your location if you have any direct questions in regards to your mobile service i do recommend you reach out to our mobile agents via https://www.xfinity.com/mobile/support

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rylan

Contributor

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61 Messages

Unfortunately that is an entirely useless answer.  I drive on the same/similar route to and from work daily... and there is a large entirely DEAD area.  Its not just a small section... its almost an entire town where cell usage does not work at all for any data, and trying to make a call usually results in nothing happening.  If I stop to go to the bank or get a coffee - there is no functional cell coverage.

(edited)

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1 month ago

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XfinityAmandaB

Official Employee

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1.7K Messages

 

rylan We understand not having service is always frustrating but we do have limited access to the mobile side of services here. To properly report the issue we recommend reaching out to our mobile team directly so they know it is an issue. Also if you know others with the same issue have them reach out as well so we can know how it is impacting you all and look into options to get it resolved. 

 

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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1 month ago

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rylan

Contributor

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61 Messages

How do I reach out to the mobile team directly?  Is there a different forum/link/contact that I can use?  Calling and speaking to somebody provided no help since all they were doing was reading from a script and wanted me to reset me phone and restore everything... and its not an issue with my phone since it works perfectly fine everywhere else except for this one town due to the very poor cell signal.

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1 month ago

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XfinityRoberto

Official Employee

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1.5K Messages

Hi there @rylan.

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?

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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29 days ago

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