Reinkeis's profile

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2 Messages

Tue, Aug 11, 2020 8:00 AM

Continuous Disconnects

The internet seems to disconnect at a certain time almost every day then will reconnect and on some days this ebbs and flows throughout the day.  I made the mistake of attempting to resolve online and came to discover that the information I was being told was not what was occurring in a person with the boxes for TC to Modem.  I then attempted to contact someone via messenger no one responded as well as Xfinity chat never connected to a person just filtered me back to website support.  After approx 2 hours of efforts online I decided to call and the hold time was 1.5 hours to speak to someone. I waited 58 minutes and when the person answered all they could do was exactly what I  had done online already took approx 45 minutes only to tell me a person would have to come out and look at the problem.   I was furious and asked if this could be escalated to a technician (which she was obviously not) and she s could not so  I asked if I could be escalated to a manager and at first, she said no because she requested and it was denied then I explained that it has been 4 hours that I have been trying to resolve a problem and she apologized.  While speaking with her the internet and TV came back on and we went ahead with scheduling the appointment anyway because who knew if it would stay and just before she hung up she said a manager would call within 30 minutes?  I did not expect a call, however, o my surprise @ 10:00 pm Steve from Arizona called with an apology and I requested new equipment to be brought out on the service call and he said he would add to the order and again extended an apology.   The next morning the technician arrives to say that there is nothing in his paperwork about replacing equipment and furthermore he would not come into the house unless everything was down and they would need to replace.   Fortunately, the internet is still up but the problem is not resolved and I am out 5 hours of my life pursuing and I didn't even get new equipment that was promised for my inconvenience.  Anyone that can offer a suggestion on the problem and or how I might be able to reach someone to discuss this disastrous experience with It would be greatly appreciated 🙂 





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