Visitor
•
1 Message
Router help
My equipment has been having problems for years. My Ethernet ports work perfectly, but my WiFi is horrible. 20% of the time my WiFi works great, the rest of the time my speeds are in the 2-15 MBPS range. I’ve had a technician come out twice. They just change my equipment, and have me change my network name and password. I’m extremely frustrated, and don’t know what else to do. I’ve had several XB8 & XB7 modems, and that never solves the problem.
When I schedule to have a technician come out, I ALWAYS get a call saying that it’s due to upgrading the line, and in a few weeks the problem will be solved. If I push the issue, I am always threatened with a charge for them to come out.
XfinityDena
Official Employee
•
3.8K Messages
6 hours ago
As a customer myself, I understand how frustrating internet trouble can be @SirDerpingt0n. When we set up an appointment we have to let you know that charges may apply for service visits when Comcast-owned facilities or equipment rented to you by Comcast are not the source of the problem with your service. For instance, you may incur a charge for a service visit by a technician to your home in order to diagnose and repair problems with the In-Home Wiring used with your Xfinity services, or for the diagnosis of issues relating to the connection between Customer Equipment and your Xfinity services. That being said this does not mean that you will be charged for the appointment only that there is a chance every time a technician comes out there could be a charge. Normally if the problem is something on our end, there will never be a charge for the technician visit (this is dependent on recent orders and changes to the account but those would be outlined in the order.)
Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!
- 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
0
0