7 Messages
Worst customer service experience ever, intermittent poor internet connection.
Hello, for the past several months I have been getting intermittent internet connection problems that severely reduces my speed to around 1/4 of what I am paying for. When this happens I have ran tests for packet loss and the results show both loss and late packets. The connection issues do not seem to be tied to any one time. I have experienced these issues both in the morning, middle of the day and at night at seemingly random intervals. I have contacted xfinity customer support at least 10 times trying to resolve this issue. I have contacted them both over the phone and through the xfinity chat. Literally nobody knows what the [Edit: Language] they are talking about and every customer service representative I speak to continually lies just so they can get a good review I assume. Most of them always reassure me that we will get the problem solved "for good", however the end result is always the same...Some of them schedule technicians to come out to my house that never show up, or they show up on a different day than what I was told they would be here. The only intelligent human being I have talked to was one of the technicians I talked to that came out and tested my entire house and found 0 issues. He told me that the issue had to be with the networking portion of xfinity. I am very close to giving up with this issue and taking my business elsewhere...I just recently switched my phones and internet to Xfinity and I simply cannot take this [Edited: "Language"] anymore. Please fix my internet and stop giving me the runaround. The internet is literally unusable during the packet loss as even streams will stop working and start buffering.
After searching these forums more I found that other people are having the same issue with no resolution. Looked at my firewall reports after reading more and found this...
Yes I tried the basic troubleshooting steps linked in other posts. Yes I googled the problem and went to other links provided in other posts with similar issues. Most of them just say to update my firmware (which only xfinity can do) and to tighten up security and check antivirus' software. I also ran a malwarebytes on top of my regular antivirus and found nothing.
XfinityMartyR
Official Employee
•
1.7K Messages
1 month ago
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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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user_lm7xio
1 Message
1 month ago
I don't see a direct message icon anywhere on this page. I am signed in.
Also I did talk to xfinity support again yesterday over the phone. I had asked for a new IP to see if that would stop the issue and was told that xfinity support cannot do that. However it was recommended to me that I try using their modem in bridge mode and running it to a router of my choice and disabling IPv6. I havn't gotten around to setting that up yet but once I do I will report back. There is also supposed to be a network technician coming out to check the hub to my house, though after seeing the IPv6 firewall logs I doubt that will fix the issue.. If I eventually find a permanent solution I will be sure to post it here so everyone can benefit from it.
P.S. I am the original poster...after I signed in it appears to have changed my username.
(edited)
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user_xv6szq
7 Messages
29 days ago
Just an update. Still have not resolved the issue. I called xfinity again today and after explaining my issue (and even how to fix my issue) to the lady she told me that she would be having someone from a higher level than her call me to fix the issue. Guess what, they never called. This company is an actual joke and my recommendation would be to just not get xfinity if you can help it. If you have no choice but to use xfinity then make sure you BUY YOUR OWN MODEM, DO NOT RENT THEIR MODEM. If I only had control over their modem I could fix the problem myself. I am still going to be pushing this issue to xfinity and if I ever find a solution I will post it.
(edited)
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user_xv6szq
7 Messages
27 days ago
Customer service representative just hung up on me after telling me I did not understand IPv6. I explained the firewall situation and they just kept telling me to get my own modem. Xfinity is literally not capable of fixing their internet.
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user_xv6szq
7 Messages
26 days ago
New update, just got off the phone with Xfinity again. Actually got the most honest service representative yet. They informed me that my issue is too technical for his team to help me. They also informed me that there is no team to handle elevated issues such as mine. Therefor there is two solutions, neither of which is the solution I was hoping to find. I really wanted to find a solution that could help everyone and not just myself but unfortunately there exists no such solution. Therefor the options left are:
1. Just don't buy xfinity, if you have another provider in your area that has comparable speeds I recommend using their service.
2. Buy your own modem/router if you plan on using xfinity. This way if an issue like this occurs YOU will have the ability to solve it yourself without relying on a bunch of technicians who just want to lie to you for good reviews.
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