Visitor
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3 Messages
unstable internet
I read the posts related to unstable internet, I've restarted my system, i've restarted the internet, I've unplugged the modem and the router, waited 5 minutes and plugged it back in. I've called customer service and waited over an hour. I've had a technician come over to my house and say theres something wrong with the system (but not within my house)...this issue has been going on since I bought your service, I've been paying full price for nearly a year, and the sercive is still terrible. We purchased the 2Gbps package, where barely getting 1Gbps, we can't stream anything in 4k, we get the ring of death for tv shows, youtubeTV and general youtube videos. Is this type of service acceptable to Xfinity?
XfinityKassie
Official Employee
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1.9K Messages
28 days ago
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it
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EG
Expert
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112.1K Messages
28 days ago
@user_l3kve9 @XfinityKassie
Please circle back here and post any possible solutions for the issue here in these open public 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.
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user_l3kve9
Visitor
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3 Messages
24 days ago
I just want to make public that I've reached out to the direct message request by Xfinity and in that process I wasted 3 hours trying to resolve my issue. In that time, they asked what the issue was, then needed to verify my account by sending me a code via text message. The codes expire after 15 minutes. The first attempt, because I was trying to troubleshoot the issue took me 13 minutes to respond, then they got back to me within the 15 minutes but said the code was expired and they had to send me a new code. I responded with the new code within 30 seconds and they didn't get back to me for 39 minutes. clearly the code was expired once again. By this time, 3 hours had elapsed, I had wasted my entire afternoon trying to get some resolution for forward movement, but there was nothing. The agent said something along the lines of: if you're not happy with the service you're receiving you can call the 1-800 number. So I did.
During that phone call, I told the agent that i've called multiple times before, the previous agents just reset my system, the first time they said everything is fine. The second time I called in, they said there was an issue somewhere in the system and they sent out a technician. The technician said that everything within our home is good, but something between where the cable service comes from and the cable coming into the side of our house has some issue, and he needed to put in a higher level troublecall. So on this last call, I tried telling that to the lady I was talking to and she said she didn't know what I was talking about. I could get a second opinion, by them sending out another technician. But I want an update from the previous visit. Whats going on with this higher level trouble call?!
I am so beyond frustrated with my service. I feel at this point Xfinity has labeled me as an agressive client or something like that, but I've never once swore at anyone and I understand that isn't not an individual persons problem. But as a customer paying for a service by a large coorperation I feel like I'm just getting railroaded. I've been paying my bill for nearly a year for a service i'm not receiving, doesn't this go both ways? The problem hasn't been fixed, nobody is actually helping. I just keep getting told its either my fault or keep sending out technicians. The last thing I want is some cannibilized response saying how much my buisness is valued and blah blah blah. Just help fix the problem PLEASE!
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