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NeedUpload
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Thursday, August 1st, 2024 7:41 AM

I have tried for months to resolve this

I have been through the ai assistant gauntlet so many times it gives me anxiety to think about it. I have talked to real people who have done the same troubleshooting steps more than a dozen times in the past few months. I have begged them to please transfer me to technician but they refuse to like they are trying to meet a quota, much like the ai assistant does now. The problem is my upload speed is not healthy, it will not hold more than a few minutes now. It jumps from 40 to 0 all day & all night now. I am a broadcaster online & this has made it impossible for me to work consistently (or at all sometimes) for the past few months. I waited through ai assistant & multiple agents to actually get transferred to what I think may have been a technician? I can not say for sure because once the music stopped, they said hello are you there? I said hello right as I said hello replying instantly to them they disconnected the call .... If I could fix it on my end I would but I seriously think it is the splitter or cable outside & there are apartments, it is something XFINITY needs to fix... I was browsing cable modems tonight but after reading forum posts here I was a bit worried that if it is indeed an external internet cable issue or splitter issue outside then the modem would be money I don't currently need to spend right now, money is tight because XFNITY has been delaying my ability to work. Please Help ME Anyone, guide me in what I need to do next.

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3 months ago

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XfinityAirelle

Official Employee

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2.1K Messages

3 months ago

 

NeedUpload

Hi there! Our awesome digital care team would be happy to assist you. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

 

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EG

Expert

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107K Messages

3 months ago

@NeedUpload @XfinityAirelle 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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NeedUpload

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there was no resolution, I setup with a tech who then called me from a call center with 12 people speaking behind him & I could not even hear him or understand what he was saying hardly other than him trying to convince me everything is fine on their end (trying to make commissions on resolving issue with them coming to fix it?) with the background noise of everyone talking loudly & I think I even heard a chicken I was not sure if this was actually techs or a scam call with a spoofed line, so I said cancel to get off the phone with them & the appointment was canceled. Trust when I tell you this was not xfinity technicians here in the states & the fact they called to gaslight me out of my appointment was unbelievable & so wrong. I am still having issues where my upload drops out, nothing has been resolved I am still paying way too much money for services I do not receive.... although now it happens less, so I guess that is good?

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3 months ago

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XfinityLinda

Official Employee

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1.3K Messages

@NeedUpload We are sorry to hear about your experience. We would love the opportunity to try again. If we may, please send us a Direct Message once again with your full name and address. We look forward to your message. 

 

To start a Direct Message: Click "Sign in" if necessary

• Click the "Direct Message" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• 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.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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3 months ago

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