1 Message

Thu, Jul 22, 2021 2:14 PM

wireless failure

 I switched to xfinity phone last year, next week will be the one year mark. It still does not work. After seven months of customer service nightmares I was finally told that the three xfinity apps on my phone were not enough. There was yet another required for wireless service (no representative in the store or on the phone had said this for seven months). This should have been discussed when I signed up for service. It took several tries to find a  representative able to identify the proper app needed (they were as confused as I was). I have now had the app for months and show strong connection to my router. I still drop nearly every call made. When I called into customer service this morning they told me "we do not have access to customer service on the American side". They went on to offer to transfer me to billing (that they can do) even though my autopay bills are paid in full. That was as far as I got. The call dropped. Xfinity has made clear they have no intention of providing services - only billing for them. After literally hundreds of hours trying to fix this a call back from the person I am talking to when the call drops would be a nice feature in customer service. A hint for customer service reps "call failed" does not mean "problem solved" it highlights the problem and indicates the need to reach out to that customer and is grounds for escalation to an actual technician. Instead you see it as one less call to deal with and ignore the problem.



Problem Solver


352 Messages

2 m ago

 If I have interpreted your novel above correctly, it sounds like you have poor cellular coverage and are trying to rely on WiFi Calling for your calls, and that these calls continue to drop?

WiFi Calling requires strong and consistent WiFi in your home. There are several steps that may help. 

1.) Make sure you have the latest software update for you modem/router 

2.) Make sure that router is located properly, not in a cabinet, centrally located, not near appliances, etc.

3.) Make sure that your phones will only connect to one SSID (WiFi Network Name) in your home, otherwise calls will drop when connecting to another SSID such as a neighbor’s SSID. 

4.) Make sure that your selected SSID is using only 2.4 or 5 GHz, not both, otherwise calls will drop if phones switch from one to the other. If you need a longer range set to 2.4 GHz, otherwise try using 5GHz for a stronger signal and less interference form appliances and other devices. Test each. 

Calls should hand off between cellular and WiFi Calling, but this is not always the case, and you may need to turn on airplane mode if you walk around the house while making calls. 

Other options are to buy your own WiFi router or switch to another carrier with good cellular coverage. 

Official Employee


338 Messages

2 m ago

Hi there! We are sorry to hear you had this negative experience. We would be happy to assist you. Can you initiate a chat and start with your full name and address? To start a chat, please click the chat icon in the top right of the page! Search for Xfinity Support, if needed. Talk to you there! 

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