Visitor
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3 Messages
slow internet - poor service
For over a week my internet speed has been around 300mbps. While I realize there might be some signal loss, I am paying for 2000mpbs. I called customer service and explained the issue, that nothing had changed inside my house and that it was an external issue. I was told that there were 2 separate incidents where they were working on the lines locally. First time a technician came to house, it was a contractor. They get paid per piece of work that they do, so he replaced splitters, wires, ran tests, etc..., he was here for 5 hours. He was unable to resolve the issue. I called back to let them know that the issue persisted. I was assured that an xfinity technician would be sent to the house. Second time it was a contractor from another company. He examined everything inside my house and then replaced the underground line from my house to the tap. Issue still persists. I contacted a xfinity again and asked for the issue to be escalated. A "supervisor" informed me that the issue was most likely an issue with the signal being sent to the cable modem being out of sync, and that they would send an xfinity technician to look at the street side to resolve the issue. My appointment was for 10-12, which then was moved to 5-7 pm. I was pleasantly surprised when the doorbell rang at a little past 3pm, but quickly disappointed when I opened the door to find the contactor that was at my house the first time. I explained that he was unable to fix the issue and that the issue should have been escalated, according to the "supervisor". He had informed me the first time he was here that he was unable to open the pedestal.
user_4q7i85
Visitor
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3 Messages
1 month ago
I had a call scheduled for 8pm. I received the call then listened to music for 32 minutes before hanging up. I then started a chat session which eventually connected to a "live" agent. After explaining the situation and being assured that he would be able to schedule the appointment with a Maintenance or Line technician, he decided to restart the cable modem 2 times, with no warning. This seems to be the default "playbook" that they are assigned, as this was done the other day. No warning, just restart.
The other part of the first technicians visit that really spoke to the unprofessionalism is that he decided that it was okay to vape in my basement when I was upstairs. This is the one that came back today and asked if I was having the issue again. Again? He didn't resolve anything when he was here the first time. If you're here for 5 hours and can't figure it out, maybe it's time to escalate the issue.
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