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homeuser_mirabella
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Saturday, August 22nd, 2026 1:48 AM

Fiber upgrade left all four TVs unusable, and three Xfinity technicians said they could not solve it

Since Xfinity upgraded our community to fiber and replaced our television equipment with wireless digital boxes, we have been unable to use Xfinity television service reliably on any of our four TVs.

Three different Xfinity technicians have visited our home. All three told us they could not solve the problem. We have now been without usable television service for more than a month, even though we continue paying for it.

Our internet service is fast, reaching approximately 800 Mbps throughout the house and 900 Mbps on our hardwired office computer. However, the new wireless TV boxes cannot maintain reliable connections. We also have Xfinity Voice connected through the office gateway, which must continue working.

The technicians indicated that we need one properly configured gateway or access point serving the house, with reliable service reaching the office and all four TVs. However, Xfinity has not provided or implemented a complete solution.

I need an official Xfinity representative to escalate this beyond another routine technician visit. We need a senior field supervisor who understands the fiber conversion, wireless TV boxes, Xfinity Voice and whole-home gateway configuration to take ownership of the problem.

We should not have to spend thousands of dollars hiring an outside company simply to make Xfinity equipment and paid television service work following an Xfinity-directed conversion.

Please contact me privately so I can provide my account information and the records from all three unsuccessful visits. I am also requesting a billing credit for the period during which the television service has been unusable.

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XfinityAlyssaA

Official Employee

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3K Messages

11 days ago

Good evening @homeuser_mirabella, and thank you for reaching out on our Community Forums regarding your ongoing TV service issues. We appreciate you bringing this matter to our attention.

 

I see that you've been experiencing unreliable TV service since replacing your equipment with our wireless TV boxes. I'm sorry to hear about the continued frustration this has caused.

 

We'd be happy to take a closer look at your account and review the notes left by the previous technicians to better understand what troubleshooting has already been completed and determine the best next steps toward a resolution.

 

We can also review your account for any applicable service credits related to the issues you've been experiencing. To get started, please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  3. Click the "Start new conversation" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

You can see how to send us a direct message here: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

 

 

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homeuser_mirabella

Visitor

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2 Messages

Thank you. I will provide my account information through direct message.

To update the public record, Xfinity has now come to my home four separate times, and all four visits have failed to restore reliable service. Before the fourth visit, Xfinity Support told me the local technical leaders were closely monitoring the situation. Yet the technician arrived without the case history, did not understand the problem, and could not resolve it. I had to insist that he contact his supervisor while still in my home.

The planned fiber upgrade has not yet occurred. Xfinity only replaced our digital boxes with wireless boxes in advance of that upgrade. Since then, all four TVs have been unreliable or unusable for more than two months.

Xfinity Support now says it has emailed the local technical leaders again, but no supervisor or senior manager has contacted me or taken ownership. Please connect this forum request to the existing escalation rather than restarting the same troubleshooting process. I need a named senior owner, a supervisor-led technical visit, a documented resolution plan, and service credits for the entire affected period.

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3 days ago

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XfinityAlyssaA

Official Employee

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3K Messages

Thank you, @homeuser_mirabella, for letting us know that we've visited your home four times and that the technician visits have not resolved the issue with your wireless TV boxes. I can completely understand why you're frustrated, and I apologize that the issue remains unresolved despite the previous service visits.

We're happy to take a closer look at your account history, review the notes from the prior technician visits, and see what troubleshooting and repairs have already been performed. Our goal is to avoid repeating the same steps and instead determine the most appropriate next steps to get this properly resolved.

We'll also be happy to review the account for any applicable service credits related to the ongoing issue.

When you are ready, please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  3. Click the "Start new conversation" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

You can see how to send us a direct message here: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 day ago

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