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user_7njonx
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Saturday, May 16th, 2026 3:41 AM

My internet is awful and so is my mobile service

I recently moved to a property that is contracted by Xfinity but my unit is in the basement. I was forced to get the fiber glass internet because nothing else worked here and now I get splotchy service, my account says I should have a complimentary wifi extender but the technician did not leave one for me and when I asked in the chat they wanted to charge me for it. My cellphone which is also through Xfinity on my parents account gets no service and around the property even when I’m outside the basement I can’t even connect to Xfinity mobile WiFi. When I drive out of the building I have zero signal for about 3-4 miles around this area…HELP!

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2 hours ago

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EG

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118K Messages

2 days ago

The concern is not "Home Security Devices And Equipment" help related........... Topic moved here to the proper help section for assistance. 

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XfinitySean

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6 hours ago

Hey there user_7njonx, thanks for taking time out of your day to reach out here on the community forums! I'm sorry to hear you're running into issues with both your internet and mobile service. You're in the right place for help! Can you provide a little more detail about the issues your having with your home WiFi? When you say it's splotchy, do you mean the connection is intermittent, or do you have dead zones in the home?

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user_7njonx

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@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. 

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5 hours ago

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user_7njonx

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@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.  

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5 hours ago

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XfinitySean

Official Employee

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668 Messages

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?

 

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5 hours ago

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user_7njonx

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2 hours ago

I did not receive any email that I saw. My email is a university email that has strong firewall filter so I can’t say whether or not it was ever sent. The modem is in the only place in the entire apartment where the connection is supported. It had to be installed by the technician it is the only outlet that allows that type of connection.

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