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billing/poor installation of wifi.....multiple problems with this install and customer service and techs
7/14/26 ...Went into store to purchase router for new service of wifi, Told that it was easy to install
Disconnected all AT&T equipment
Connected Xfinity equipment per instructions
Called for help ..............a very pleasant "John" helped me, but it didn't work......so he set up an appt to have it installed.
7/19/26 .....Tech came and replaced cable at box in backyard and up in the attic. 2 1/2 hours later he was done.....TV seemed to work. Later I tried to get NBC,ABC & CBS, but all it said was WEAK SIGNAL.......Finally called Xfinity again............told them that the installer must have done something to the OTA antenna in attic. She argued that the internet worked so that was all they did. They didn't need to work with antenna.........I argued that the antenna and wires thru the wall that I spent $600 on 3 years ago must have been moved because I have not had a problem with my antenna for 3 years. She placed an order for a tech
7/21/26.....Tech came and said he couldn't go into attic......checked the connecting wires inside and out, all looked good. He suggested that I call Geek Squad. He left and came back in 10 min with a person on the phone who wanted to know how it went and said he wanted a "10"..............REALLY?....he did nothing!
Shortly after he left, I received a call from someone asking if this Tech solved my problem.........Said he would send the tech back as soon as he finished with the call he was on. That was about 11 AM............I had to cancel 2 things I had planned. Ended up being a NO SHOW. I called the person that had called me, but only a VM, so I left a message.
7/23/26.....Geek Squad came out, as suggested by Xfinity ($103 later), couldn't go in attic.................!!!!!!!!!!!!!!!!!! But said it sounds like the installer disconnected the antenna in the attic in order to use that cable to connect their wires.....EXACTLY what I thought.
7/23/26.....I hired the maintenance man, where I live, to go to the attic to check the wires......sure enough, the antenna was disconnected and their wires were using the cable that I paid $600 to have installed for my antenna!!!!!!!!!!!!!!! At this point, I am furious for all the money and time I spent and nobody would check it out to confirm what I thought!!!! I'm 82 years old, on a fixed income and can't get into the attic......
7/24/26.....Went to the Xfinity store in Naperville to tell them my frustration! They entered in computer & set up appt. for the 28th for tech to come out again.
7/27/26....9:30 AM phone call from Rep that called on 7/21 but tech was a NO SHOW. He said he was sending someone out within a half hour to work on my problem.....This Xfinity tech did go into the attic to check the connection..................Sure enough.........just as I told people that they sent out.....the installer disconnected my antenna and used cable for Xfinity wires!!
This tech wasn't willing to go to the attic and bring the wires down to the room that I had the router in..........the only thing he would do is to move the router to another room. I wasn't happy with that, because it is inconvenient when having to reboot etc. But he was adamant that he couldn't leave it next to all my other equipment. I'm not convinced that he couldn't do it......I think he didn't want to do it.
The initial installer had NO BUSINESS detaching my antenna that had nothing to do with the wifi he was supposed to be installing. That was my property and if he needed to bring a cable in, he needed to fish his wires down the wall like I had paid someone to do for the antenna.............NOT use my personal antenna that had nothing to do with the wifi I was having installed.
NOBODY from Xfinity would listen to me and go to the attic to check out the problem that they caused.
To this day, I am having periodic problems with TV service and not able to get all programming that I had for 3 years without any problems.
Considering all the stress this has caused me...........
trips to the Xfinity store for help................
plans I had to cancel due to NO SHOW from Xfiniity...............
the times I had to be home for techs to come out and recheck the cables to my TV which were all connected correctly..................
the cost to pay Geek Squad and Maintenance man.........and yet to come, someone to adjust antenna so I don't have the intermittent disruptions that I have now. It's been over a month now, and I need this resolved so I can move on with my life. This has been very intense!!!!
I am requesting that the $100 install that remains on my bill be removed as I'm going to have to pay more than that to get my antenna working well again (+the $100 to Geek Squad as suggested by your tech).
This could have been solved easily if someone would have listened to me......
I was told by MANY people that Xfinity wasn't good at customer service.......I hope that I will be able to let people know that I had a good outcome with your Customer Service.
Thank you in advance for your help in getting this removed from my bill!!!
Carolyn
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