Sounds like you and I have gone through all of the same experiences trying to get something that should be so simple fixed. Funny that 4 hours after I posted my last reply to this thread that I get an email from Xfinity saying they are improving my speed from 400 to 600 and other improvements. What a joke. I would be happy if I could get 100!!!
Just reaffirms my decision to look for another provider. They don't care about resolving issues, only getting more customers with their false advertising of their capabilities.
Good luck man!
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I'm with you! Even AT&T's slow DSL is better than Xfinity's xFi Advantage Internet in terms of reliability. I have had techs out 4 times over the past year. Each time, they make some excuse about why it's my fault, then they proceed to swap out the modem saying it is faulty.
I have made more calls and held more chat sessions with support than I can count or even remember. Every time, the agent I speak to assures me that "they are going to fix this once and for all"...famous last words.
My issue is similar in that signal seems to drop or degrade every day...mostly at night. I have the 400 Mbps tier and when it works, I am able to run 15 or more devices without issue. That however is very rare. Usually, I have a laptop, ring doorbell, a couple cell phones and a TV streaming with Roku via an ethernet cable direct to TV and another TV upstairs in the bedroom streaming with Roku via WiFi. I have three PODs since I live in a three-level house and at first they seemed to help, but they only help the signal strength and have done nothing to keep the data speed from slowing to a crawl. The TV that is hardwired directly to the modem should not buffer, but it does frequently. The TV upstairs is even worse.
I had a customer care rep call me after my last tech visit on 9/5 and I told her that while the tech swapped out the modem...AGAIN, things had not changed. She assured me that she was going to watch my case, send out another tech (because some techs don't really know what they are doing and she wanted to have a more experienced tech check out the work of the last tech) and she scheduled another tech visit. Gave me a day and time window as well. Needless to say, I took off work as I did not want my wife to have to try and explain everything, AGAIN (do these people ever enter customer notes in their CRM system). Well, the window came and went and when I called customer service, they told me that I did not have an appointment set up for my account.
So, I go online to log in to my account to double-check and that is when I notice that I have been hit with a $70 Tech Visit charge for the 9/5 visit because the tech had coded the call as my fault.
I blew it and called customer support again and let them have it. After arguing with them for about an hour and being on hold several times while they "talked to their manager", yeah, like that really happens, they tell me they will have to escalate and will call me back. Hours later I got a call and they reversed the charge.
Every month I get a text right on schedule that tells me that they have just processed my monthly payment. I have been a customer since their were Adelphia and things were supposed to get better when Comcast bought them out, they have not. How can so many of us have the same problem and they say they can't figure it out. I think it would only be fair for Comcast to credit us for the full day for every day that the service does not deliver at an acceptable level and they only get paid for when they deliver for what they advertise they deliver. I bet the problem would get resolved pretty darn quick.
Anyway, I am on the hunt for a replacement...I am done being made to feel like I am I'm stupid and it is all my issue and hearing them tell me to "keep paying your bill while we work with you to resolve your issues! Have a nice day!"
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I switched to xFi Advantage several months ago and I am supposed to be getting wifi everywhere in my house (~3600 sq ft including basement). I test the speed frequently since my devices seem to buffer a lot more than I would expect for the increase in speed that I am paying for. I was told when I was considering upgrading that I would be provided with up to 3 free xFi Pods to extend coverage throughout my entire home if I was not able to get it with the modem/router alone. I have made more calls to customer support about issues with coverage than I can count and I keep getting the same answer. Yes, you are qualified for three free Pods, but I am not able to order those for you. They told me to go to my local Xfinity Store...which I did. They told me I am qualified for the Pods but they don't have the ability to order them at the store and to call customer support. I have been getting the run around for nearly 10 months now and still I am limited in my wifi coverage. I just got an email stating that Xfinity had performed a Wifi Assessment on my account and everything looks good...what a crock!!! How about come to my house and try to get service in my basement. If anyone has had luck getting the free pods, can you let me know how you went about it and what support number you finally had luck with? I'm thinking I just need to switch to AT&T or Google Fiber and build my own mesh network and drop Xfinity all together. Any suggestions?
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