My internet is awful and so is my mobile service

@XfinitySean​ the signal etc is actually good but I have dead zones around my apartment…and if my internet doesn’t work then nothing in my phone works because it’s a smartphone. So I can’t for example use my internet or text or call from my bed, but if I get up and go to the kitchen I can and the signal is great. 

@XfinitySean​ there’s dead zones. When I’m on the WiFi it works and it works great but if I’m say in my bedroom

I can’t do anything and have to go to the kitchen, same with some adjacent areas of my living room. Because I’m partially underground, nothing in my phone works if the internet doesn’t which is why I assume a range extender shows in my account as “offline” but the technician that installed my internet didn’t leave one for me.  

Thanks for clarifying, user_7njonx! Is the modem located in the most central location in the home (as much as possible depending on coax outlet locations throughout the home)? It's definitely odd that your account would show a WiFi extender if you haven't received one. Our technicians don't carry extenders on hand to install, but did you receive an email or any kind of communication when qualifying for the extender that may have also explained how it would be sent out?

We can take a closer look at your account to confirm the Wi-Fi extender eligibility, @user_7njonx. Once confirmed we can take the proper steps forward to make sure the device makes it over to you. We'll need to gather some additional information to make that happen. Please send our team a direct message with your full name and service address. 

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