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Captain959
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Regular Visitor

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6 Messages

Wednesday, April 23rd, 2025 1:27 AM

Worst mobile service and tech support EVER!!

I am having phone service issues that have been ongoing for over a month. Repeated requests to reset network and install new esims have all been to no avail. Just wish there was a way to communicate with someone other than tier one script readers. When I am home I have NO service. One bar on cellular service if I'm lucky. Unable to use wifi calling even though I have full signal strength on wifi. Funny thing I traveled to Delaware last week and the phone worked perfectly on cellular and wifi when cell service was spotty. Come back home and it's the same old [Edited: "Language"], no service. Chat online with "support" because I can't call them, and all they want to do is upsell me to a new plan. Why [Edited: "Language"] would I consider that when they can't resolve the issues I'm having now. I am seriously considering scrapping all of my xfinity services and going back to verizon.

Question

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Updated 

15 days ago

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1

XfinityMatthew

Official Employee

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148 Messages

22 days ago

Hello @Captain959 . We appreciate you reaching out to us here on Xfinity Forums. I understand your frustration with the spotty coverage while at home. Can you confirm was this a recent change in the service that was working before and suddenly got worse a month ago? 

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Captain959

Regular Visitor

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6 Messages

Service used to be acceptable with two to three bars of cellular service. No idea what changed but service is now horrible. And yes my phone has the latest updates.

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22 days ago

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XfinityGabriel

Official Employee

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2.2K Messages

Thanks for providing these details, Captain959. We would surely miss your business. I know how important it is to be able to make calls from your home with your mobile device as a customer myself. You've reached the right place for support over social media from a live team of experts who are dedicated to resolving service issues such as this. We will do everything within our power to get this fixed as quickly as possible. I noticed you mentioned service is acceptable with 2 to 3 bars. When you're at home, do you ever see the 2 to 3 bars or just the 1 bar? You also mentioned having full Wi-Fi signal strength but cannot use Wi-Fi calling. Are you able to surf online with the mobile device or are you not able to surf online in addition to making a Wi-Fi call?

 

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22 days ago

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Captain959

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6 Messages

I stated that "Service used to be acceptable with two to three bars of cellular service." I'm lucky to have one bar now. Online web surfing works fine with the wireless at home, however the phone will not use wireless at home. I traveled to Delaware a couple weeks ago and the phone switched to wifi calling when the cellular signal was weak. I'm sitting in my home now with NO cellular service, "Emergency Calls Only." Great full strength wireless signal but the phone will not switch to wifi calling.

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18 days ago

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XfinityMartyR

Official Employee

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2.1K Messages

 

Captain959 If the issue is only happening in one location such as in your home, there may be external factors obstructing the signal. If the issue is inside, you might try going near a window for better results. Some houses and commercial buildings can absorb or reflect cellular signal. Also, you might try removing a third-party protective case if you have one. Some cases can interfere with the device antenna.

 

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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16 days ago

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Captain959

Regular Visitor

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6 Messages

Nothing has changed except for the quality of service. This service USED to work everywhere in my home, so I don't understand why it has changed. I have not changed anything on my end including the wifi, so why won't it switch to wifi calling when I am in my house? I was in Delaware again this week and phone switched between cellular and wifi with no issues. This makes no sense, and all the promises from tech support that I've contacted the right person and it will be resolved within 24 hours have been nothing but lies. If you can't help me own up to it and I will find someone who can.

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15 days ago

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