Contributor
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30 Messages
Xfinity process for updating in cell coverage
For the last week or so, it appeared that cell coverage at my home address and nearby had deteriorated substantially on two phones, to the point that calls could not be made without Wifi calling. I spent probably an hour and a half debugging the issue and concluded that there must have been a change in cell coverage patterns. Went to the Xfinity App Customer Support Assistant and when I searched for something like "mobile coverage", I see a notice concerning an upgrade in the Xfinity Mobile Network, which may cause a service disruption, and recommending restarting the phone to restore service. Great! Seems to have addressed my service issue. But, please..... a text message or email notification that this network change was happening, that it may cause a service disruption, and a phone reboot was the corrective action.....WOULD HAVE BEEN GREATLY APPRECIATED! Let's think a few steps ahead next time this potential customer-impacting event is planned. Thank you.
CCRyanE
Official Employee
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1.1K Messages
3 years ago
Hello @Bob137, thanks for reaching out to express your concerns and share your feedback. We know how frusterating things like this can be, and we are sad to hear you had a negative experience. Anytime you have service related issues with your equipment, (Internet, TV, Phone, etc) rebooting your devices is always the first step we recommend before trying anything else.
In most cases a device or equipment reboot will solve most issues.
We will be glad to take this feedback and pass it along for review, and we appreciate you taking the time out of your day to reach out with your ideas and to share your experience. Should you need assistance with anything else in the future, please don't hesitate to make a new post here. Our entire community is available to you at all times to ensure you get the help you need.
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