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Intermittent Internet/No internet when temp goes below 50 degrees, and NOBODY will help me!!! Been happening for 2 months.
Since before Thanksgiving, we lose our internet anytime the weather drops below 50 degrees. My first visit to my local store in Lady Lake, FL, the guy up front told me it was probably the modem. Gave me another one. I changed it out with my old one - STILL HAVING THE SAME PROBLEM! Went back to same store, the 'manager (Joe [Edited: Personal Information])' spent 15 minutes telling me I either installed it wrong or I need to keep coming in and trying new modems until I get one that works. He was horribly rude and very disrespectful. Wouldn't let me explain that internet was going out when the temperature drops, wouldn't listen, said at that moment I had internet so there was nothing wrong (4:40 in the afternoon in the 70's). Wouldn't accept that I still had the same problem, and hesitantly scheduled for a tech to come out. Next day, tech came, walked around the house, came in, removed the splitter/booster that they originally installed, and left - STILL HAVE THE SAME PROBLEM! Went to a different store, because of how badly I was treated at the other store in Lady Lake. 4 people in line had the same complaint about that store. Anyway, they agreed to send another tech out. Two days later, tech from Comcast came out and said "here is your problem: 1. The original install (by Xfinity when we bought in 06/2021) was done incorrectly - they hooked us up to old system another owner had some time ago. 2. Wires running from their (Xfinity) pole are old, corroded, and need to be replaced right away. And 3. Only have had/running on 60% power these last 3 years." Tech (Dennis, #4395) said he would put in ticket to maintenance, they come out fix everything, and done. NOPE. STILL HAVE THE SAME PROBLEM! Nobody has been here since, so I went back to Lady Lake store, to find out when they would be out, since you cannot talk to ANY PERSON on the phone. Told there would be a 15-20 minute wait. 45 minutes later, I got called up, I explained what has been happening for the last 2 months, and the tech (Cronus [Edited: Personal Information]) said "We have no record of anyone coming out to your house! Asked me if I would like to schedule a tech to come out. I said "NO, 2 TECH'S HAVE ALREADY BEEN OUT, I KNOW WHAT THE PROBLEM IS, AND I JUST WANT TO KNOW WHEN IT WOULD BE FIXED! Then he asked me if I would like to talk to the manager. I said "NO, THE LAST TIME I SPOKE TO HIM IT DID NOT GO WELL." So, after all that, the Tech, Cronus, said there was nothing they could do for me, and sent me on my way. We are paying $120 +/- for internet that we are not receiving - 10 - 13 hours, starting around 8:30pm to around 10:00am without internet because of the cold weather. Haven't been able to watch football games that I PAID to watch; can't use my computer - email, nothing. My oxygen provider never received and email for my oxygen order, went days without my portable tanks, unable to leave the house, because we didn't have internet. [Edited: Language]???? Nobody will listen to me in the store, can't get through to anybody on the phone. Xfinity internet is nothing but a [Edited: Inflammatory] as far as I am concerned. They only care about their phone business!!! BUYER BEWARE!!!!!!!!
XfinityOrlandoM
Official Employee
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2K Messages
4 months ago
@user_u736qd
Thanks for reaching out to us as a customer myself who works from home I would not be happy if my services were not working as they should be. Let's get this resolved for you
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EG
Expert
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110.2K Messages
4 months ago
@user_u736qd @XfinityOrlandoM
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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