Mobile phone service - garbled, cutting in/out

@DreamSayerZ​ Thanks for the suggestion. People are complaining about hearing me when having phone calls anywhere, not just at home. We have had this mobile service for well over a year and have only started having this issue in the last 2-3 weeks. In general, I only have one bar most everywhere and it's very annoying when we are out or in the car and trying to use browser, maps, etc. 

@NewCustomer3​ If the problem just started recently, something is awry. I would contact Xfinity Mobile support for assistance so they can troubleshoot.

SMS Text Message: 1 (888) 936-4968

Phone: 1 (888) 936-4968

Chat:  https://www.xfinity.com/xfinityassistant/?channel=xMobile

Thank you. I had an appointment with Xfinity in the store and they changed a setting my phone (to not look for Xfinity wifi hotspots). The guy assured me that's what the issue was. Well...I continue to have only 1 bar and continue to hear complaints from people that my phone service is cutting in/out during calls. I am beyond frustrated at how crappy this service is. Might have saved some money by switching to Xfinity mobile, but I am unable to have important phone calls and who knows what would happen if we had to call 911. I'll be headed back to the store and then likely moving to another carrier. 

Hi there @NewCustomer3. I appreciate you taking time out of your day and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform. Have you tried calling or texting 1 (888) 936-4968, or reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7?

Yes, I've chatted with the support folks..twice. I cannot call, because people cannot hear me. They get about every 3rd or 4th word. I have visited the local store twice. The changes they have made (one was a configuration change to "not" search for Xfinity mobile hotspots" and the other was to put us on the "newer network", because we were on an "older plan"???? This involved some change at the Xfinity side and resetting network settings on the phones.....have not resolved the issue. Frustration is growing! I have now made an appointment for a 3rd visit to the store for today. I need to switch to another carrier if this cannot be resolved right away. It's crucial to have working services. We do not have a landline. This morning's issues: Making two outgoing calls. Both ended up in "call failed" and I had to retry to get the calls to go out. This has been an intermittent issue for about 3 weeks now. Also, once the calls went through today - people cannot hear me. Breaking up and can only hear a few words and not enough to make out what I'm saying. So basically unusable phone services that I'm paying for. I did another voice recording on my phone today just to reconfirm for folks that my phone microphone is fully functional and the recording is crystal clear. 

Yes, I was working with a mobile expert at the Xfinity store. Still having some issues. And on some days it takes 2-3 tries before I can get a call to go through. Still getting the "call failed" message on those days. And still intermittent complaints that people cannot hear all i'm saying. Over the top frustrated. And mad that if I switch carriers, my overall Xfinity bill will go up. 

I apologize that the issues have not been fully resolved yet, NewCustomer3. Did you turn on WiFi calling as @DreamSayerZ suggested? I am also in a rural area, and it helped with my call quality. Are you only seeing 1 bar at home or just on the go? 

I'm not in a rural area. We are in a metropolitan city. And we have had this mobile service from Xfinity for about 18 months. We only started having issues when I created this post. So while WiFi calling might help us, there are risks related to 911 services when doing this. AND, I should not have to do this when the service worked before. Something has changed on the Xfinity side. And all the visits to the store working with techs hasn't resolved it. 

This is exactly how our service is working. Sorry to hear you are having the same issue. It's so frustrating. 

Hi user_j029uo! Thanks for reporting the trouble to us for the garbled voices on your calls. I'm sorry to read of this experience. I'm sure it's frustrating for you and your mom when the call quality performs this way. Thank you for trying to troubleshoot the trouble as well. I would love to help figure out the resolution for us! Has the service always performed this way for us or is this a new interruption?