Long time customer has had NO internet for almost two weeks and Comcast/Xfinity refuses to fix the problem!

I’m two weeks into internet that won’t stay on. I may have internet for a few minutes, I may have it for an hour, or I may have no internet for eight hours… it’s a guess as to what I get. 

Two weeks ago my internet stopped working. This also means that my tv/cable stopped working, my Xfinity home security system stopped working, AND my Xfinity Mobile cell phone also stopped working. To say I’m frustrated is an understatement. Keep in mind that it’s a 20-minute drive to the Xfinity store and due to my Xfinity Mobile cell phone not working due to “Verizon cell tower issues” I can’t call into Xfinity for help. I have to drive 20 minutes and then wait until a rep is available. Last time I waited almost an hour for help. Here is what I’ve been dealing with the past few weeks… 

First, I’m told my modem over heated. The Xfinity store swapped out my “over heated” modem for another one. This “fix” didn’t fix the problem. I purchase a fan specifically for the modem to keep it cool. Doesn’t “fix” the problem. Next I’m told I need a router and to go to Best Buy and purchase one. Over $400 and almost five hours later I have a router and it’s finely hooked up. This “fix” also didn’t fix the problem. A tech gets sent out. He looks at everything and finds nothing serious near my house. Climbs my pole to see if the problem is on the pole. Yep. Found the problem. Says he can’t fix the issue because we need a different crew to fix it. Tells me I’ll be hearing from a “supervisor” within the day. HAHAHA. Didn’t happen. Next morning (Saturday) I drive back out to the Xfinity store. Another tech is dispatched to come out Sunday. He arrives late. He argues about needing to contact a supervisor. Spends over an hour  telling me that he “never has to call a supervisor”. Supervisor finally gets called. Supervisor agrees that, yes, we need a “bucket truck” crew out to fix the issue on the pole. Sends out one guy. Bucket truck guy can’t use the bucket truck because the pole is behind our house and there’s no vehicle access. (We told this to the supervisor, so this should not have been a shock to anyone.) Rather than taking a ladder (which my hubby offered to carry TO the pole for bucket truck guy, bucket truck guy CLOSES the call/visit by “documenting” that we didn’t show up for the call!!! We were right there, taking to him. He just didn’t want to complete the job. Back at the Xfinity store today (Monday). Yet another tech will be out between 3-5 tomorrow. Do I have any faith this guy will fix my services? Absolutely not!

Two weeks into this mess. I’m a teacher, taking an online Master’s program. I now have to drive to my school to access the internet needed to complete my studies/homework. I have no cell service. I have no internet. My hubby has to use his T-Mobile work phone to make calls. My house has smart lights. Guess what DOES NOT work without internet??? Hue smart lights. No lights on in my house at night for almost two weeks. 

What are you going to do to fix this mess, Comcast/Xfinity? The problem is on your end. The problem is at the pole. The problem is affecting numerous neighbors in my neighborhood. The problem is costing me money that I don’t have to spend. Gas money driving to find wifi... A $400 router that wasn’t needed two weeks ago… The problem is ridiculous and should have been fixed two weeks ago, but here I am, sitting at my Mother-In-Law’s house, typing this and hoping to [Edited: "Language"] that someone actually sees it and cares enough to solve this issue.

It is 11:58 pm on Monday, July 11, 2022. Let’s see how long it takes to get a response…  

Your extremely frustrated customer,

Robin [Edited: "Personal Information"]