Connecting from Xfinity Assistant. I have a question about internet.
A.K. 9:26:01 AM
You are now chatting with Sunidhi
Hello, thank you for contacting Xfinity Support. My name is Sunidhi .Who do I have the pleasure of assisting today?
Sunidhi 9:26:56 AM
Hello, this is A.K..
A.K. 9:27:12 AM
Could you please elaborate your concern so that I can assist you better?
Sunidhi 9:28:22 AM
I'm still having issues with my internet speed and it's been happening for the last 3 months. They troubleshooting system already did a reboot a few minutes ago and my speed actually went down even further. I am directly connected to the gateway, i do not use wifi.
A.K. 9:28:54 AM
I've been paying for the 1gb service starting back in January and I have not been getting that speed but a few weeks out of the last 4 months.
A.K. 9:31:34 AM
I apologize for the inconvenience faced by you and I will do my best to help you on this.
Sunidhi 9:31:53 AM
Please help me authenticate your account by providing your complete name and complete service address with zip code.
Sunidhi 9:33:33 AM
A.K.32464 *************************
A.K. 9:33:57 AM
Don't worry. Your sensitive data has been masked.
Great, thank you for sharing the information, please give me a moment to review the account details
Sunidhi 9:35:25 AM
Thank you for waiting.
Sunidhi 9:38:27 AM
Just to confirm, may I know how much speed you are getting now?
Sunidhi 9:38:47 AM
523.9Mb
A.K. 9:38:59 AM
It was just over 600Mb before the modem rebooted.
A.K. 9:39:32 AM
When it works I get over 850MB to just over 900Mb.
A.K. 9:39:55 AM
Thank you let me refresh the account for you and I will do my best to help you.
Sunidhi 9:40:05 AM
Thank you for sharing information please stay connected.
Sunidhi 9:40:33 AM
What do you mean by refresh my account?
A.K. 9:40:43 AM
I mean let me refresh the signals.
Sunidhi 9:41:52 AM
The browser is unable to connect to the chat server. Some messages may not have been delivered and you will not be able to send or receive new messages.
Is it rebooting?
Sunidhi 9:45:05 AM
You are now reconnected with Sunidhi
I rebooted.
A.K. 9:45:30 AM
It* rebooted
A.K. 9:45:41 AM
Due you see any change in speed?
Sunidhi 9:47:21 AM
Let me test it. Hold on.
A.K. 9:47:29 AM
OKay
Sunidhi 9:47:37 AM
506.7Mb
A.K. 9:48:03 AM
OKay please stand by let me check again.
Sunidhi 9:48:48 AM
Just did another test 618.1Mb... it's way slower than it should be. My upload speed is also about half of what it is normally. I'm at 19.1Mb when it's normally 32Mb to 41Mb.
A.K. 9:50:01 AM
Okay, can you confirm are you using wireless router?
Sunidhi 9:53:25 AM
I do not use wireless to connect my computers. I told you that earlier.
A.K. 9:53:47 AM
It's not my equipment. I've had 3 different techs and a line engineer to my home a few times a month ago.
A.K. 9:54:31 AM
Okay, let me check
Sunidhi 9:55:52 AM
If I'm only getting roughly half my speed I should only be charged have my monthly rate right?
A.K. 9:57:31 AM
I am sorry
Sunidhi 9:58:21 AM
I am sorry for the issue you are facing right now. xfinity will credit you 22$ in your next month bill.
Sunidhi 9:59:19 AM
What about last month?
A.K. 9:59:48 AM
Could you confirm are you using personal router?
Sunidhi 9:59:49 AM
I'm connected to your gateway.
A.K. 10:00:25 AM
You will be getting $22 for the bill circle march to April.
Sunidhi 10:00:49 AM
I've been dealing with this for 3 months. $22 is all I'm getting for 1 months bill? You do realized I've spent many hours on chat and on the phone trying to get xfinity to fix this problem right?
A.K. 10:01:58 AM
I am really sorry for the issue you are facing and if I would be the customer I can feel the same.
Sunidhi 10:03:39 AM
Okay, but what are you going to do about it? $22 is a start, but that doesn't cover my time on this issue nor does it cover half the bill since I'm only getting half the speed. Giving me a credit doesn't fix my speed issue, what are you going to do about that?
A.K. 10:04:58 AM
Also, I can see that $22 has been credited in your current bill and your next bill would be after the adjustments will be $93.00
Sunidhi 10:05:58 AM
That credit is unrelated! That is because xfinity is giving everyone unlimited data and i'm already paying for it so they're giving people that are paying for it a discount.
A.K. 10:07:11 AM
I can understand and I am doing my best to help you on this and I have refreshing the signals so that you will get the actual speed, however if you have billing concern, we have a dedicated team, who can help you on this.
Sunidhi 10:07:47 AM
We need to talk to 2 people. Billing because as I explained that other $22 credit is for something else. Also an engineer to fix this problem.
A.K. 10:09:04 AM
Hello?
A.K. 10:12:54 AM
I can understand what you are trying to say, however as I can see from my end the Internet speed is good and checking the modem.
Sunidhi 10:13:51 AM
I am here.
Sunidhi 10:13:59 AM
How can you verify my speed is good when I'm telling you otherwise? What's your proof?
A.K. 10:14:30 AM
If you're saying my speed is good on your end why would you offer me a $22 credit on my bill? You see how it very much sounds like you're lying to me right?
A.K. 10:15:30 AM
My friend is on xfinity 1 city over and he is having the exact same problem. It's not me, it's xfinity. It's also on the xfinity forums that people are complaining about this very same issue. It's sounds like maybe we should all pull together and file a class action lawsuit.
A.K. 10:16:57 AM
How about you connect me to someone higher up than you?
A.K. 10:17:43 AM
I am sorry for the inconvenience, this is the only resolution available from my end and if you want I can raise the ticket from my end so that you can get the actual speed
Sunidhi 10:18:15 AM
If you want I can connect the chat to my supervisor, shall I do that?
Sunidhi 10:18:35 AM
So you just admitted I'm not getting the speed. Yes, connect me to a supervisor please.
A.K. 10:19:10 AM
Sure, please allow me minute, please stay connected.
Sunidhi 10:19:33 AM
I would request you to stay connected as it will take 3-4 minutes to transferring the chat.
Sunidhi 10:23:42 AM
Not a problem.
A.K. 10:24:08 AM
Thank you.
Sunidhi 10:24:28 AM
Hello, My name is Rishab and I am the available supervisor
Please allow me couple of minutes to read your previous conversation.
Rishab 10:41:51 AM
Thank you.
A.K. 10:42:03 AM
As I can understand you are getting slow speed issue
Rishab 10:43:51 AM
Yes
A.K. 10:44:10 AM
So are a lot of people. My buddy is on the line with me to find out what is going to be done. He had a tech visit scheduled for a month and now they cancelled it on him. Understandably as we have a quarantine going on, but this problem started before the quarantines started.
A.K. 10:45:18 AM
I have checked your account and it shows that all possible trouble shooting has been done on chat and for further trouble shooting you need to call on our advance technical team 1800-934-6489
Rishab 10:46:17 AM
Why do I have to call and start all over again with someone new? Why can't a ticket be made and escalated? There was a ticket open last time I was on this chat a few weeks ago and nothing ever happened.
A.K. 10:47:22 AM
I am sorry but advance technical team is not available on chat, however I can create a ticket and you will get with in 48 to 72 hours
Rishab 10:47:59 AM
Okay, please provide me the ticket number once you have it.
A.K. 10:48:28 AM
Sure
Rishab 10:51:54 AM
CR Ticket #********
Rishab 10:56:46 AM
Got it.
A.K. 10:57:00 AM
In case you do not get any call, please call on 1800-934-6489
Rishab 10:57:07 AM
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