Bad Customer Service (High Ping)

Hello,

I have been dealing with this issue for the past four weeks, and the experience has been extremely frustrating.

When I play online games on my PC, I experience severe ping spikes and packet loss. To rule out issues on my end, I have reinstalled Windows twice, reset my Wi-Fi modem multiple times, and even purchased a new Wi-Fi adapter for my PC. None of these steps resolved the problem. At first, I tried to wait it out, hoping the issue would correct itself, but it persisted. The Xfinity app consistently showed internet speeds that matched the service we pay for, so I scheduled a technician visit approximately three weeks ago. The technician who visited on October 1st informed me that our lines had been damaged, apparently by animals chewing them, and that they needed to be replaced. He assured me that a crew would come out the following week to complete the work.

The following week came and went without anyone showing up. Eventually, we received an email stating that the work would begin on October 15th. I left work early that day and returned home expecting to see some evidence that work had been performed, but there was none. I then visited my local Xfinity store to ask whether anyone had come out to replace the lines. I was told that no work had been completed. I asked whether anyone would still be arriving that day, since it was already around 2:00 PM. I was informed that this type of work could occur anytime between 8:00 AM and 8:00 PM. I also asked what I should do if nobody arrived, and I was simply told, "Just call us." As expected, nobody showed up. Unsatisfied with the response I received in person, I called Xfinity support. The representative listened to the entire situation and told me that the previous technician was attempting to solve the problem with the wrong approach. Whether that assessment was correct or not, I cannot say. The representative also stated that line replacement work does not occur on a fixed date and could happen at any time. He then scheduled another technician visit for the following day. That technician arrived as scheduled and independently confirmed that the lines needed to be replaced. He provided his supervisor's phone number and instructed us to call if nobody contacted us over the weekend. Unfortunately, nobody reached out. On Monday, I called the supervisor and left a voicemail because he did not answer. I called again on Tuesday and Wednesday, but I never received a callback or any response to my messages.

As someone who works in retail, I am genuinely shocked by the level of communication and support I have received throughout this process, especially after being an Xfinity customer for nearly ten years and paying a substantial monthly bill for both internet and television services. What frustrates me the most is not only that the issue remains unresolved, but also the complete lack of communication. I have received conflicting information from different representatives, missed commitments, and no follow-up from the individuals who assured me they would help. At this point, I simply want the line replacement completed and the service issue resolved.