WiFi and Agent issues

Hi everyone,

I’m looking for some help / advice. I’m a Diamond rewards member and have been with Xfinity for about a year and a half. I pay for the 1,000 Mbps Gigabit plan, but my speeds have been stuck between roughly 98–170 Mbps for a while now (only about 10–17% of what I’m paying for).

When I called support, I spoke with an agent named Mae. Here’s what happened:

•  She refused to escalate to a supervisor even after I asked multiple times. She kept saying a supervisor would just say the same thing and that she didn’t want to “waste my time.”

•  When I said I had plenty of time, she continued giving the same responses.

•  At one point she muted the line for 1–2 minutes.

•  When I asked for her name and the name of the supervisor she claimed to have spoken to, she said all supervisors had already left for the day and then gave the name “Romer.”

•  She insisted the only option was a professional installation with a $100 “non-waivable” fee. She made it sound like that was the only next step and never mentioned that I could go to an Xfinity store until I brought it up myself.

After that call I tried the corporate escalation numbers and the calls were immediately disconnected.

I’m not looking to cancel (under normal circumstances I’ve been happy with the service), but this experience was really frustrating and deeply concerning. Has anyone dealt with something similar—especially the muted line + refusal to escalate part? Any tips on getting this escalated properly or getting the speed issue fixed without the $100 fee would be appreciated.

Thanks in advance.