Pixelated

@Carol222 Thank you for reaching out tonight. We are happy to assist you. It does sound like you have completed basic troubleshooting. I am happy to look further into your services and equipment. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

Sent a message as directed

We have had the problem for 11 days and it does not seem anyone at Xfinity can figure out anything, even worse they do not see to know anything. Their support has never been good but it is very poor the last few years as they try to automate. I have been with them for 23 years spending over $200 a month and get poor support I have spent 5 hours trying to fix this problem and nothing. They contacted me with a text on May 24 saying that they were upgrading my service and it would take a day. The next two days I get a text at the end of each day saying they are still working and they will let me know when it is done.  The messages stopped but the problem did not.  After more time trying to reach a real person they start testing and two times tell me everything is ok when it was not. Then they say it will be fixed in two hours.  It was not. I go to the store and wait, the person there says they are still working on the service and I would be sent a notice when done. I get a notice a day later saying the work is done and asking to reply yes or no if the service was fixed. I reply no and they reply thanks glad to hear it is fixed, so back on the phone and finally get a service call for last Saturday June 3. They said it is an old box and I would need to get a new one at the store. I said if that was the case why did they not know that when I was at the store, they do not have a record of any of the interactions and problems I am having, every time I call it is stating over. The tech shows up without a box and says it is never the box, does anyone there know what they are talking about.  He replaces the cable from the pole to the house and leaves. The problem looks like it may be better but gets worse after he leaves. I try to call the store to find out how to change the box and can not get out of the automated system which tells me that they are still working in our area and I will be notified when it is fixed. That was almost 12 hours ago and no update, I get the same message every time I call and can not reach a human any more.  I am a diamond customer and get this support or lack of support. I am going to the store tomorrow and there will be answers, or I am done Xfinity.      

It is Monday 6/5/23 and I get a text saying all the work in the area is done and everything is working, but it is not. Went back to the trouble shooting website and logged in, they say that they are still working in the area, so again no one knows what is happening at Xfinity

I am user 353_f2b below. Are you still having problems? Have you done a direct message, if so any response? They did not respond to my direct message. No one seems to have any answers, or are even tracking all the problems and interactions I have had with the company. No proactive follow up to find if things are working and no live person to call and manage such a poor response.