U

Visitor

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1 Message

Wed, Jul 28, 2021 6:53 PM

Internet dropping multiple times a day, everyday!

I purchased my own modem/router in December 2020.  I connected it via Xfinity online and did everything correctly on my end.  Tech Support (after 2 hours on phone) confirmed that I did everything right and that Comcast is to blame for not fully updating software on their end.  I was promised a pro-rata credit to my account, and a call the next day telling me the amount of the credit.  No refund and no call!  Still having internet drops every day!  I often call the automated line for signal reset, but can't spend hours on phone waiting for help.  I was told today that since I hadn't complained enough in person "on the phone with an actual tech" my complaints aren't valid.  Really?  Comcast admitted it was 100% their error and I'm being punished and not given appropriate credit?  I did everything I was told to do.  No one ever told me that using their automated system or doing things online in my account "doesn't count" as an interaction with the company.  This is how they take care of customers during a pandemic? I just had to unplug my computer again because my internet dropped again!

Where's the service?  Where's the responsibility and accountability?  

Responses

Official Employee

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259 Messages

2 m ago

Hello, @user_a9a779! I'm sorry to hear about the lack of follow-through and miscommunication being experienced. This is absolutely not how we want any of our customers to be treated and I can absolutely understand any frustration and disappointment felt. I would love to look into this for you and see what we can do; please send me a Message with the full name of the Account Owner and yourself, if different, as well as the full address on the account.

 

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