bowz77's profile

Visitor

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8 Messages

Monday, June 10th, 2024 8:47 PM

Proper Storm Ready Support Team?

I've been STRUGGLING (to say the least) since I moved. I had Storm Ready working no issues at my old house but it has not worked since moving to my new house.

  • The tech that did the Xfinity install of my XB8 was unable to help get my 1st device working
  • I had a random 2nd device show up shortly after my install; that did not activate either.
  • Xfinity sent a tech out who told me I should return both devices to the Xfinity store to have them removed and get another device.
  • Did that - a 3rd device was sent; another tech was sent and he's showing all three on the account
  • Have talked to numerous voice and chat agents, most who don't even know what this device is, try to help - they can't. They either want to send another tech or another device (I've had 3 techs and 3 devices).
  • The Xfinity Store Manager told me he had the 2 devices I no longer have removed and only the device I have now is still on the account.
  • Still didn't work - a person at support told me all three are still showing on the account.
  • I was told my tech was escalated last week and I would get a call within an hour - no one ever called.
  • The Store Manager stopped responding to me when I asked for his manager so I can escalate finding the right path.

Can someone PLEASE get my account looked at by a Level 3 resource that knows these devices and how they work.

My Xfinity app just says "Storm-Ready Wi-Fi Needs Attention", and when I follow the prompts, it just tells me to check the cables and restart the device.

I've been paying for a device I've been unable to use for two months and stuck in a support loop.... please help. 

Accepted Solution

Visitor

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8 Messages

3 months ago

When I chat with the support guy that is supposed to call me tomorrow to check that it worked I'll ask him what right path / keyword to get a hold of them. The Moderators on this Forum helped get my ticket to the right team - and that's when people that knew what they were talking about started to call me.

Visitor

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8 Messages

The group that helped me resolve this was the Tier III NETS (National Escalated Tech Support) Team - Justin was the name of that guy that I worked with.

(edited)

Official Employee

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1.4K Messages

5 months ago

Hello @bowz77, thank you for taking the time to reach out on social media.  I understand your concern with the Storm Ready Wi-Fi, and I'd like the opportunity to check into that for you.

 

To access your account, will you please send us a direct message with your full name and complete service address.

 

To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

  • Click "Sign In" if necessary
  • Click the "Direct Message” icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

Expert

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106.9K Messages

5 months ago

@bowz77 @XfinityKrista 

Please circle back here and post any possible solutions for the issue here in these open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

Visitor

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8 Messages

Will do - what's amazing is the amount of posts I saw in the Forums with users having a similar issue and the lack of knowledge support that appears to be at Xfinity for over a year on these devices. It's amazing how many Xfinity employees, who are supposed to help me fix the device, I've had to explain what it even is.. :(

7 Messages

3 months ago

I have the same issue and it’s been over 8 months, number of calls and constant messages, Xfinity support is so bad and the knowledge is limited. This is a scam. I try to get the refund and same going in circle. Worse service of any internet provider. I am switching over to another service as soon as the contract is done. These people are scams

Visitor

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8 Messages

I've been in touch with the right people through this chat... but it's been painful. The issue is still on going but I have been told their Engineering teams realize this is a much bigger issue. I'm at least getting calls now from their teams about once a week with updates - though it's mostly "still working".

Visitor

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8 Messages

After many months and a follow up call from the team, they confirmed Engineering did another review and fixed the issue. I was able to get the device activated and working today - woot! I don't know the technical details but it was quite the process it appears.

7 Messages

can you provide which support help you as Xfinity has pathetic support center which keeps you on for a long time.

Official Employee

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956 Messages

user_hewtqr thank you for reaching out today. Did you still require assistance in relation to the tickets you referenced before?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

7 Messages

Yes, the issue still there and my storm ready is not working for past 8 months which I paid in full. No support from xfinity at all

Expert

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106.9K Messages

3 months ago

@bowz77 

Thanks for the update ! Good luck !

7 Messages

3 months ago

For as long as I remember these people don’t call and forget about any kind of follow up. Even the escalation tickets get closed without giving reason of closing. 

7 Messages

3 months ago

I have been struggling with the issue of activating my second storm ready on my account. I have made multiple calls and chats and no resolution or refund. I am sitting on a storm ready box that is a paper weight now as I cannot activate it till the old one removed from my account . What a pathetic service. DO NOT GET XFINITY IF SERVICE IS THE PRIORITY AS ITS RIDICULOUS.

Visitor

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8 Messages

The group that helped me resolve this was the Tier III NEST (National Escalated Tech Support) Team - Justin was the name of that guy that I worked with.

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