Xfinity Support

4 days ago, I upgraded to the 2 Gig plan to take advantage of the higher upload speeds. Since I have a technical background, I knew my existing modem would not support those speeds. I verified compatibility on the Xfinity website and purchased a CM3000 the same day.

Over the next two days, I worked with Xfinity chat support multiple times to get my modem properly provisioned. Two technicians were also sent to my home, and both confirmed that the physical connection was fine, but the issue appeared to be on Xfinity’s end, specifically that my modem had not received the correct configuration file.

After that, I decided to call in and speak with a live representative. It was difficult to get past the automated system, but I eventually reached someone. I was told my issue would be handled, but I was unable to get a clear explanation or escalation when I requested one.

During the call, I was informed that a signal refresh would be performed and that I would receive a callback within an hour. Based on my experience, I requested a ticket number beforehand, which was provided.

However, when I followed up the next day, I was unable to find any record of an open ticket. This was concerning, especially since I had also been told by the technicians that the issue would remain open until resolved.

When I called back this morning to request a manager, I was placed on hold and then disconnected. On a subsequent call, I was told I was being transferred, but the call was again disconnected after I explained the situation.

Overall, this experience has been extremely frustrating. I am simply trying to get the service I upgraded to working correctly, but the lack of follow through, difficulty reaching effective support, and apparent inconsistencies in communication have made it very challenging.