Technicians notes.

spoken with the customer assurance team several times, I never really get anywhere with them. I just had another issue on Friday night where two unauthorized iPhones logged into my home when I was an hour away. I have attempted to speak with the fraud team. I’ve attempted to escalate it to upper tiers. I’ve gotten as far as like three or four, and then been on hold for hours. I’m not amused, and I’m a diamond level customer. I’ve been there since 1984. I am now at Xfinity Mobile customer with two Apple watches and I am miserable

I was sent both a text message and an email regarding the new additions to my home network. The moment I stepped foot in Santa Rosa, California, which is an hour away. It is my understanding that your iPhone cannot register on your home network when you are that far from home? Yet when I looked into the iPhone 3 that joined it had the same MAC number that my device had when I opened up Wi-Fi settings on my iPhone and inspected my saved home network. both were in the log from advanced security. Although that log is rarely correct, it always has inconsistencies in both the timing and in the actions that were performed. I.e., the router will often say that it the extender was kept online during an outage when really the extender was the one that was unplugged and there was nothing online during an outage, except for the actual router. There was no outage. also, there is an anonymous phone that connects all the time to public Wi-Fi, even when I am at home elongated periods of time. And just yesterday, when I tried to reach out to my mobile care team, I realized that the paperwork on my account was old dating back to July 3rd with the wrong IMEI number on it, and I brought that to the attention of the staff in the Santa Rosa store, and they were very rude and judgmental and basically told me that that I was on my own. They didn’t know how to handle that. It was a back-end situation. I felt very dismissed and I felt very judged. I am very frustrated at this point. I would love to just cancel my Xfinity, but I can’t because I have an elderly mother who takes pride in her diamond membership, and so I don’t know what to do. I’m stuck and no one will help me. I call Indy customer service. They send me to the store. I go to the store. They say they send me to. They tell me to talk to the technician who’s coming tomorrow. I talk to the technician. He sends me back to customer service. It’s a horrible vicious circle and I’m tired of

On the end of July, I had a technician come to our home. He was a very knowledgeable technician who had been with the company for quite some time. We had given him the full breakdown of all the issues we’ve been having, and he noticed that when he connected the eighth router that we’ve had this this year, actually now we’re on nine routers, that it had unusual behavior that he’d only ever seen once before from an elderly woman who had a deeply embedded hack or a virus on her account, and it was an account level issue and that they had to go in and delete her account and create another account under a different name or like a different apartment number in order to gain access to the Internet that was Fresh and uninfected. He recommended doing that. However, we are diamond level customers and we lose that diamond level of status if we do that, and so we, my mother doesn’t wanna do that. She’s elderly and I don’t wanna upset her. It’s horrible to think that we have been customers 1984 and that Xfinity won’t continue to honor that status even though it’s something that is not not our fault and is in fact their fault and lack of security.