U

Visitor

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2 Messages

Saturday, November 12th, 2022 6:16 PM

Closed

Pixelation

How do you get a technician to check the lines on the poles? Everyone on our road has the same pixelation issues when the weather is cold, wet, or windy. We have all had technicians at the house. All diagnostics have been run on the inside. Lines have been replaced from the poles to the houses. The same technician has escalated the ticket to check the main lines multiple times, but no one comes. I can even show a technician where the issues are located. Any ideas would be helpful.

Official Employee

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758 Messages

1 year ago

Thank you very much for reaching out to us here @user_3e152c. We can submit a special request order from here for you to see if we can get that outside line looked at. Could you send me a direct message with the full name and complete address for your service? 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   Click the "New message" (pencil and paper) icon

   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

   - An "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

Visitor

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2 Messages

@XfinityJohnG​ I have completed the direct message with my name and service address.

Visitor

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1 Message

1 year ago

I want my old box back!  I wish I never would have “updated”!

Official Employee

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1.3K Messages

Hi, @user_996665. I see you may be having some issues with your new equipment, and I'll be glad to help. Can I have more details about the concerns you have after updating your box? 

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.
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