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xFi Support

Contributor

xFi Support

How does one get support ofr the xFi app and xFi pods?

It seems one gets a different story from each person you talk to.

They do all seem to acknowledge that we have been a Comcast customer since 1978, although it was not comcast at that point. We were also a beta tester for the @home service, so we have been around the block a few times.

 

On today's call I was told to return my pods to the store and exchange them. I had done that already.

 

Finally I was told they need to schedule a technician visit. I am fine with, but one week ago we had a technician come out and they told me (as well as their supervisor over the phone) that they cannot do anything to trouble shoot pods. If I get the same answer tomorrow, I am not sure what I will do.

 

Last Friday I was told that the cloud-based XFi app was undergoing maintenance and that it was possible my issues would be resolved when the maintenance is complete. My call today was to find out the status of the maintenance. I never really got an answer to that question.

Contributor

Re: xFi Support

So another technician visit today. The technician verified over the phone with his supervisor that the field techs can do little to support xFi pods.

 

I am sorry to have wasted both his and my time. I actually argued with the phone support person yesterday that a field technician could not resolve the issue based on my previous experience. They insisted that this was the way to resolve the issue.

Contributor

Re: xFi Support

I discovered today that I was charged for a "Residential Trouble Call."

I called and was able to get them to reverse the charge as the technician could not resolve any issue with xFi pods.

 

The agent on the phone offered to trouble shoot the issue again and I agreed. She went through whatever tools are available and she was presented with the same resolution, send a technician. She at least apologized for this.

 

It does not seem to be the best business practice for the automated system to offer a residential trouble call as a solution, when the field technician and their supervisors acknowledge that they cannot troubleshoot xFi pods.