Visitor
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1 Message
Unresolved Connectivity Issues & Misinformation Regarding Technician Services
To Xfinity Customer Service,
I am writing to express my frustration regarding an ongoing Wi-Fi connectivity issue and the conflicting information I received from your customer service team.
I live in a two-story townhouse with my modem located in the first-floor living room. Despite paying for your top-tier 2100 Mbps speed and using the newest XB10 modem, I am experiencing severe connectivity drops on the second floor. This is particularly problematic in one specific room where my daughter plays her PlayStation; the connection drops frequently. We initially suspected a hardware issue with the console, but a professional diagnostic test confirmed the problem is entirely due to a weak Wi-Fi signal. Given the modest square footage of my home and the high specifications of my current Xfinity plan, this level of poor connectivity is highly concerning.
To resolve this, I contacted customer service on August 31st. Based on successful experiences with previous providers like RCN and Verizon, I requested that an Ethernet cable be run from the modem directly to the second-floor device to ensure a stable connection. Your representative assured me this was a service Xfinity provided and scheduled a technician to perform the installation on September 1st.
However, when the technician arrived, I was given completely different information. He informed me that Xfinity does not run Ethernet cables. Instead, he suggested either moving the modem which would merely shift the dead zone to another area of the house or purchasing a Wi-Fi extender. I declined the extender because my goal is a direct, hardwired connection for maximum stability.
It is incredibly disheartening to be promised a specific solution by a phone representative, only to take the time for a technician visit and be told it is impossible.
I am reaching out to formally inquire why this Ethernet installation service is not provided to Xfinity customers, especially when your competitors offer it. Furthermore, I would like to know how Xfinity plans to resolve this, as a premium internet package should not struggle to provide full coverage in a standard-sized townhouse.
I look forward to your prompt response and a viable solution.
XfinityCliff
Official Employee
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654 Messages
2 hours ago
Hello @Stowine62, and thank you for taking the time to share your experience and concerns here on our Xfinity Community forums!
I can certainly understand why this situation would be frustrating. When you're investing in a premium internet package and specifically seeking the most stable connection possible for a gaming device, it's reasonable to expect clear and consistent information.
Being told that an Ethernet installation could be completed, only to have a technician arrive and explain otherwise, understandably left you feeling as though your time and effort were wasted.
To help clarify, Xfinity technicians generally do not perform custom in-wall Ethernet cable installations within a residence. Those types of network wiring projects are typically handled by low-voltage contractors or low-voltage electricians who specialize in structured cabling and home networking installations.
For customers interested in a professionally installed hardwired connection, Xfinity does partner with HelloTech, which offers in-home technology services, including network and device installation services in many areas.
Xfinity customers may be eligible for discounts on select HelloTech services. To learn more or schedule an appointment, you can contact them as follows:
Website: https://www.hellotech.com/xfinity
Phone: 1-800-753-6139
Internet speed and WiFi coverage are not always the same thing. Even with a Gigabit-class connection and the latest gateway, factors such as building layout, floor separation, construction materials, and device location can affect wireless performance in certain areas of a home. That's why a direct Ethernet connection remains the gold standard for applications like gaming where stability is critical.
Thank you again for bringing this experience to our attention. Feedback like yours helps highlight areas where clearer communication can make a meaningful difference for our customers.
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