New Xfinity App

The new Xfinity app is problematic to say the least. There should not be only one way to troubleshoot your network issues. The link on the website has been completely shutdown and it makes no sense that you want an app that does everything in one place.

1. Apps have bugs.
2. Phone devices update OS' and when this happens it creates issues with apps that sometimes makes apps inoperable
3. Phones get stolen and lost, in that event I would still need FULL access to my account to make changes or troubleshoot without my phone
4. Text on phones can be smaller and cumbersome and using a computer monitor is better especially for people with certain impairments
5. Some people do not have smart phones.

My issue:

I have two networks in my home. The app is currently the only way that I can activate my xFi pods. The IVR is a nightmare because the company is trying to push for people to troubleshoot through text. I tried that. But I only get two options to chat or to wait for a different time. Then when I call even though I've done troubleshooting it sends me back to the text options. It's horrible. The worst. Now back to my issue. I have two home networks. The way the new app is coded it only shows one network the old Xfinity app showed both networks but the new one does not. The website used to show both networks, but now that portion of the website is not longer functioning I did not have a choice but to call. When I called they screwed up my account to the point that neither of my networks are showing in the app at all now. I think I was able to get my xFi pods on the correct network doing somethings on my end trying to fix what was broken after I was hung up on twice, when the agents messed up and then couldn't figure it out they just hung up on me.

Apparently they can get away with doing things like that now.

But the app being the sole source of troubleshooting is not a sound practice. Especially if you don't want customers calling in, because believe you me. I do not want to call in either. I do majority of my troubleshooting on my own because with the language and comprehension barriers and now the sheer fact that they just hang up when they get stuck, or cold transfer to random departments when they are clueless - yes, that did happen - I am left to my on devices and I had to call in over and over and over and over again.

My request:

• If the app is going to be the source. Make sure it accounts for every customer scenario that is possible.
• Please do not leave out people that have limited options due to physical impairments, financial impairments and limited choices, which makes the app not a viable option.
• Please make the software for the apps allow a customer to select the network the same way a Google assistant or Amazon assistant device would ask you to, that also could have alleviated my issues.