Visitor
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3 Messages
Terrible to no-existing cellular service with no solution
I have had Xfinity mobile service for over a year and have 3 lines. 1 of my lines has not had decent service this entire time. Most of the time there is no data, no ability to send or receive text messages or phone calls. I have called over 40 times and wasted at least an hour up to 4 hours with support. I get told it is being sent to the advanced team but nothing has been improved or fixed. Most of the time they don’t return promised call backs and I have never been given a discount or solution. In the last 4 days I have called been given a ticket number and of course told the advanced team was working on it and changes were made to that line so I have to wait 24-48 hours and if no improvement the next step is a replacement device. This day 5 hours in total wa spent on the line with support for myself and my son as it is his line. Waited the 48 hours and there is no improvement in fact it is worse. I have been hung up on, told the ticket is non-existent so cancelled. I called back and the person who said there is no ticket number put me on hold after 20 minutes of giving the history, he just placed me back in the waiting room because a new person answered and it started all over again.
this is the definition of insanity, round and round we go same step’s every time with no improvements. The service person insisted he had to call the line and speak with my son so he could give him directions for the same step’s performed 100 times over, restarting the cellular connection, changing/checking settings etc. I finally yelled this is enough. What don’t they understand! The line has no working services it cannot be called! My son has to go to a restaurant with public Wi-Fi to have any chance of his phone working at all! He was there for hours numerous days in a row. I explained what has been tried but it doesn’t make any difference they want to it over and over for no reason.
I have not been offered any discount or bill credits for the lack of service only treated badly and told to have him call when he gets service. I have stated the process of switching to another provider
it is not right to continue charging someone full price for a service you are not providing! Worst customer service experience I have ever had, wasted too many hours on hold or troubleshooting a device the exact same way and changing or checking settings that have been verified minutes earlier, I would not recommend mobile service through them.
user_byig1q
2 Messages
1 year ago
All sounds too familiar. My husband and I have been with XM for 2years. Just came up for a upgrade. Received our phones and was on the phone the next day. Even sitting 2 feet in front of the router in our house with high speed we had 1 bar at best. Can't connect to our cars, watches and can rarely surf. Spent numerous hours and days on the phone with tech. No solutions. Xfinity then said oops sorry can't return or exchange. It's been over 14 days. Are you adding me? Didn't even expedite until after this time with records clearly showing our contact. To add injury to insult was told our bill would only go up 10 and we have seen a 60 dollar increase. The Samsung tech (once escalated) said she was a former employee of XM and told the agent it should have been escalated in day 2 of new phones when no solution was found. She said she left XM for this exact reason...lack of care and no solutions. I was given a ticket to go to certified Samsung store with a tech in house. He proceeded to say to me when I explained....Please tell me this is not XM! What? He said he has seen so many customers with the same issue and there is absolutely nothing they can do. It is an Xfinity issue. Now we are stuck in a contract for 2 years with phones that don't send or receive texts, can't connect, just paperweight. Between our internet, basic cable and phones we pay over $400 a month for services and this is what we are left with???? They are stealing from us. Did I mention that our battery is eaten up as well as data in no time at all due to trying to connect?! We are not sure what to do. Idk if Jacksonville Florida has any good internet providers worth switching. We aren't going to pay for services we can't use....and I need my phone for work. A corporation this big and wealthy and can't even fix their connectivity networks or allow us to get phones that work or heck even release us from the contract with no issues. I'm sorry everyone else has run into this. Has anyone come up with a solution????
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user_l7tai0
1 Message
1 year ago
There are many dozens of these same complaints about no or bad signal, all directing us to contact their "support". I've wasted countless hours talking to these uninformed clueless idiots and have concluded that XM service is horrible, and will always be horrible. They really just don't care. We get throttled down or non-existent service from Verizon's towers, yet in these same areas any service using ATT towers offers flawless, uninterrupted 5g. I am switching to either Boost or Tmobile now, they both offer the best coverage and prices. Anyone stuck using Verizon towers will just continue to suffer.
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user_5z5701
1 Message
1 year ago
it runs off Verizon like straight talk and boost
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gcvrsa
Regular Visitor
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6 Messages
1 year ago
I feel for you. I've had Xfinity Mobile for several years now, and my house, although it is in the downtown area of my town, has almost no cellular signal, at all, and Wi-Fi Calling is a disaster. Usually, I get one bar on my signal strength meter, but often no bars, and only occasionally will it temporarily give me two bars. Sometimes, I have to go upstairs to my attic and sit in the window bay to get a signal.
Xfinity's Wi-Fi Calling configuration is the worst I've ever seen, and I know that it is Xfinity's configuration that is at fault, because I used the exact same phone with the exact same home network hardware on AT&T before I switched to Xfinity Mobile, and everything worked flawlessly. My cellular signal is excellent everywhere else I go in my town, except at the location of my home, and because I am 100% work for home, now, it's become extremely frustrating.
Having Wi-Fi Calling switched on when I am at home does not help, it often just makes it worse, because the carrier setup software that Xfinity provides to my iPhone can't decide which network path to use at any given moment. To make matters worse, no matter how many times I tell people to call me only on Apple FaceTime, they still call my cell number, anyway, leading to virtually every call dropping or becoming garbled every 30 seconds, if it connects, at all.
If you dig around in the forums, you will find many other people having the same problem I have, going back all the way to the original launch of Xfinity Mobile, but it's a problem that only occurs in areas where there is poor cellular coverage, so it's difficult to assess, and Xfinity is not going to invest in what it would take to fix the problem for a small minority of customers.
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user_oq4te0
2 Messages
1 year ago
I have been having this same issue and have dreaded calling tech support. Now I know I don’t want to call and waste my time with their overseas support center that will just end up reading me their lines of if their cards. I can see they’re not going to refund me or even offer me any discounts at this point. Time to make a move to a company who can provide actual cellular service. I want to get what I pay for!!!
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user_svivvh
1 Message
1 year ago
Same switched from T-Mobile, Xfinity has literally THE WORST COVERAGE. Be ware
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user_9436bb
4 Messages
1 year ago
I recently switch to x-mobile from Cricket wirless. X-mobile is the worst very poor signal
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user_9436bb
4 Messages
1 year ago
I recently switch to x-mobile from Cricket wirless. X-mobile is the worst very poor signal ..be aware
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user_9cecrj
2 Messages
1 year ago
Xfinity Mobile has terrible cell coverage and the customer service even worse. We often have dropped calls, wifi calling does not help, and customer service says there is nothing we can do. I've spent countless
hours trying to resolve issues with Xfinity customer service related to billing for international calling that never worked despite 4 phone calls to them. Their representatives try to be overly nice and waste time doing so aside from not being able to resolve the problem. As soon as my two year agreement is up, we are leaving them. I switched to them because they said they use verizon network - yeah, maybe one that verizon abandoned in the 80's. Very Dissatisfied. Was sold a bill of goods switching from ATT. Never again.
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user_tm02q1
1 Message
1 year ago
Y'all are ding batsding ding bats
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user_m3z7t0
3 Messages
1 year ago
Same issue. Internet has vast amounts of dead spots. To call it spotty is sincere understatement. Also my call has dropped twice, maybe more, prior to Xfinity service I had never experienced a dropped call in my life. I wasn’t sure dropped calls was something that really happened to people until I got service from you. My Cricket service on my old android was flawless, but I seen that lower price and was reasonably satisfied with the home internet I was already getting from Xfinity so I said I would give it a try. I got the iPhone 15 from them and so far that has gone okay but other than that this has been a big mistake.
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