internet speeds reduced after xfinity 'enhanced' street network & support concerns

I still haven’t heard from support, but my speeds have improved. I wouldve thought they’d have contacted me & told me they were addressing the issue, or atleast acknowledge & apologize for the weeks of problems. Hopefully its actually remedied. If they end up contacting me ill update this, & ill include whether or not they gave me a discount for the reduced service.

i am REALLY beginning to lose my cool dealing with the xfinity support. its like speaking with robots, or scarecrows. they seem to know nothing about the issues with my service, and dont seem to have a solid grasp on english either. i am beginning to think its not a human you get when the chat connects you with an agent. i was asking questions, and the responses were not suitable.

Still no word from xfinity. The increase in my speeds was temporary sadly. Im back to where i was. Today Xfinity was again working on the line, i dont know if it was because of the speed issues, since i havent been contacted. Just posting so the thread isnt closed. Ill update with whatever they do, when they do it

I noticed a line crew working a few houses down from me today, im hopeful this is the solution ive been awaiting.

edit*

I tested my speeds as i noticed the line crew on my street & they were acceptable.  i just spoke with the line crew worker, who came to my home & tested things here & they looked good to him too. He told me although the arris SB8200 is WAS on the officially supported modem list, it doesnt support the new xfinity ‘enhanced’ network. I never got a memo, or email about this, but it would explain why this issue was so similar to the last time when they changed my provisioning from 800 to 1000 & i saw a 50% decrease. Im just hoping my speeds stay where they are, it also doesnt explain why my speeds improved when the line crew was doing what they were doing, because he told me what he changed shouldnt change my speeds.   

im sitting here reading Xfinity's email on 8/7 about deploying their new network, and there is no mention of customers who use their own equipment needing new modems to function properly moving forward.

im hopeful my speed concerns are resolved, truly i am, but my complaint is 2 parts, 1 being the speed, the other being the customer service and how terrible things are handled. im technologically literate if only to a mildly above average degree, and i was confounded and frustrated, now i imagine a 70yr old retiree, or someone who has no understanding having to navigate that support purgatory. it needs to be changed.

i got a response to my complaint about comcasts slow speeds after the work done on my street, and the terrible customer support experience ive had relating to addressing the matter. to condense it down to a TLDR, comcasts response is as follows. 'its Your fault'.

  it makes several assertions and claims that are plain false, and expertly avoids taking the slightest bit of responsibility. all it takes is someone to read these forum posts, and you can see my posts devolve from calm, and hopeful, to dejected and angry. when you make a mistake, you apologize (which has never been done), you remedy it (which took a few weeks), and you make up for it (which im doubtful will ever come), since theyre claiming its my fault.

Sadly the matter isnt closed yet, ive called this 'executive' consumer relations guy and left a voicemail (weird how i had no issue calling HIM on the 1st try) , and im just a lowly person, not even an 'executive'.

ill post with the outcome.

ive gotten yet another response from the so called 'executive' support, this man named 'steven' who apparently thinks getting 40% of the services you pay for, over a near month long period is not justification for compensation, or apology. Its also me who is broken and not the hellish comcast support system. this person may squash my complaint, but i wont stop until i am heard and given the apology, and compensation i deserve. i know for a fact if i paid comcast 40% of my bill, i would get 0% of my services.  When did it become okay to treat customers like groveling peasants, lucky to even be graced by the services of the great benefactor which is supposedly our corporate god? ill stand on principle on this one, ill post it on social media, whatever i need to do. comcast is wrong, and i am not to blame.

Its been over a month of seeking resolution to this issue & it is now clear comcast/xfinity wants me to go away. Ive reached out to this steven m person who has adeptly avoided & ignored me (im not sure how he is an executive support member). In fact im beginning to suspect most comcast support is just ai or some program that is designed to frustrate customers in to going away, since ive never spoken with anyone from executive support. I plan to cancel my service with xfinity & use an alternative. All of this couldve been avoided by even standard support accountability.

Last night I was refunded $96 for the near month-long service interruption. I’m grateful to be refunded since I paid for something a month ago and I never got it however, I still say that’s not enough. If I order something on amazon and it doesn’t arrive or it arrives damaged ,me getting a refund is never in question, but with comcast ive had to claw and fight for it. From August 16 till now I’ve spent almost 12 hours communicating with support, chatting with support or emailing support. I know why its this way, because people have told me, but since id never experienced it i reserved judgement, but now im 100% sure, comcast makes it hard because they know people dont have the time to jump through all these hoops to get what they paid for. Since they already have our money, its easier to frustrate them, because chances are high they will go away & comcast share holder will keep that money. 

this is the modern customer service treatment, & no matter how many times they say ‘thats not the experience we want our customers to have’ , if they were being truthful, they wouldnt have made it this way. It really is just the southpark cable guy rubbing his shirt

Today i got a call from a comcast representative in regards to my FCC complaint. This person was professional & is looking in to all my concerns. Although the service interruptions were easily verified and have been remedied, a greater concern of lackluster support became apparent. This person said they are aware of how the ‘steven m’ person mishandled my complaint, & apologized for his poor service & said he wouldve done things differently. 

The person i spoke with today said all matters will be looked in to, so im expecting a call back next week. This only highlights my original assertion that proper support & taking responsibility couldve avoided all this hassle. 

i will update this thread with its conclusion once i get the call back i was promised today, but i think that will be the final post for anyone interested. 

i was wrong in the end. the support member this time was named 'mizraim'. he seemed pleasant and polite, and assured me my concerns would be remedied, and ive got to admit he fooled me.

we worked through my concerns, and along the way id argued why i felt i was owed more than having my payment for services not received refunded. he agreed it was possible and said he'd call me 2 days ago to discuss it. that call never came. only confirming he is a liar. i will be shopping new isp's

im finished with comcrap