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Visitor

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2 Messages

Tue, Nov 23, 2021 7:11 AM

Network still dropping all calls forwarding to Verizon

I cannot make / receive calls or messages. At least 10 times a day I loose all access to the network and though it looks like I've asnwered the call it's unable to connect so it just drops when I try to call back out I get "Welcome to Verizon, in order to make this call, you can provide your credit card number] i've been calling for two weeks and have been on hold over [a cummulative] 11 hours.  

I've been into the store twice and I've received a new SIM card updated the network settings, reset my network settings, reset my phone, you name it it's been done and I've gotten nowhere. Every time the network drops or switches towers my calls drop despite only having used 1.5 gigs out of the 20 offered at high speed data. I'm not notified that I'm missing calls and when I check my voicemail there isn't any. But as long as a test call goes through at the end of the redundant conversation they say it's fixed and send me on my way. I work from home And recently I've had a family member pass and have been trying to make funeral arrangements for the last two weeks with out a stable cell or data connection despite being well before my data should slow. The fact that the provider sends me to a place that suggests I provide my banking information is downright fraudulent as I pay for mobile service and do not need to make collect calls. This is worse than the wells Fargo scandal from years past and I will not be scammed into spending a dime past what my contract stated at the time I signed up for services. The inconsistency and service is not only unacceptable but it's hindering my ability to put my brother to rest. Comcast is pushing me to find a public outlet to share my discontent with. I'm becoming motivated to really share and express my concerns that the network provider is a incompetent cellular vendor by purchasing a banner that stretches across the main street in my town hopefully the pre black Friday publicity warns the future consumer from picking such dodgy service and incompetent customer care staff. 

Official Employee

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26 Messages

8 d ago

Hello, @user_1c14eb. Thanks for taking the time to bring this to our attention. We would never expect for you to pay for something you're already subscribed to. I'm absolutely certain the experts on our Xfinity Mobile team would be more than happy to address this concern with you. Would you be willing to get in touch with them at your earliest convenience? If so, they can be reached via the following methods:

- SMS Text Message: 1 (888) 936-4968
- Phone: 1 (888) 936-4968
- Chat: https://comca.st/38XdJBC

Please let me know if they're able to alleviate this issue for you. We're always here for you.

Visitor

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2 Messages

@XfinityJoshuaE I have called and spoken with Xfinity customer care staff no less than 30 different times, I have had my sim card replaced twice.. my network updated/reset/removed entirely all promising to be the real fix this time. And it is, until a half hour goes by and my network drops..at my house. Or by my local mall...both places with ample Xfinity signal and plenty of other subscribers that are not having any kind of connection issues.. I have called back

and speak with a supervisor and been outright hung up on.. &&I have been promised call backs after trying to explain, that those calls are unlikely to get through.... as none of mine are able to be out..but the reps tell me dont worry they promise they will not stop trying to reach me until they have confirmed the problem is truly gone..two failed calls later and I'm back to square one trying to to navigate the phone tree again to explain to another new rep how jacked up my service and customer experience has been.

XfinityRay

Official Employee

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368 Messages

I am sorry to hear that this has not been resolved and appreciate all of the time you have spent troubleshooting this issue. Please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.
Here are the detailed steps to direct message us: 
 • Click "Sign In" if necessary
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 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

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