Visitor
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2 Messages
outages
Hi, we live over in ball ground GA and to begin to express how terrible the service has been is an understatement. We have had persistent outages after a maintenance upgrade Xfinity claimed to do which has caused not just my home but multiple homes in our neighborhood to constantly lose signal, operate at 1% of our planned and paid speeds or less somehow, get sent multiple technicians who can only do so much as they realize and diagnose the issue is in Xfinity's main line. To our technician and his teams credit Mike(Mykyta) From Altek team from the Madison Family has been trying for over a week to explain to Xfinity's regional leadership that this issue is not us but Xfinity's mainlines. Xfinity has ignored us and their sub contractor technicians, of which have come out here free to continue to gather evidence to help us where Xfinity wouldn't. I've spoken with every level of customer service only to have technicians who no ability to access the root of the neighborhood's problem. It is ridiculous that i can wake up and expect at minimum 11 outages a day. People work from home in this day and age. It's not an Xfinity regional head walking up to the house to get angry customers its normal people like Mike. Even while writing this message I've experienced another outage. Today alone has been over 31 outages in the span of 2 hours. My first customer service call gave me a 10 dollar credit but this issue has been for weeks. Sometimes it's manageable enough where the outages stop after a few minutes and return after a few hours but other days its all time lows in speeds with outages lasting minutes but continually occurring for hours. Frankly, if I'm being blunt, 1% service speeds deserve 1% pay. I will urge my neighbors to equally leave their absolute disgust for the way this has been handled as the only person keeping at least me from losing my mind was Mike or his team trying to reach out to me with their progress in communicating with Xfinity. Xfinity has planned maintenance for 2 days from the posting of this post. Mike deserves an award and Xfinity frankly owes everyone in this neighborhood a refund. To add I used to have Xfinity years ago before they began using subcontractors. It was even worse back then. I swapped off the moment I had the chance. Went to AT&T and never looked back. In my 7 years with them I never had such an issue except when a tree took out a line. Yet Xfinity has not changed in the time I've left, moved 3 times, and rejoined Xfinity's network. It's shameful. I urge Xfinity to get their team taught by someone who cares like Mike and his team. He deserves recognition through this entire ordeal and Xfinity owes the people of River Mill apologies and refunds. I'll be sure to post again if this problem still isn't fixed by next week and frankly I don't think it will be.
user_xxdeo3
Visitor
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1 Message
20 days ago
I too live in River Hill. And have been experiencing the exact same problems for 3 weeks now since this upgrade of equipment outside of our homes. Mike has been an outstanding Tech to be in communication with as he is the only one who is responding to any of my concerns. The fact that we pay for two gig of speed at a high dollar amount for subpar speeds is ridiculous. We should not be charged for the last month of service because as I see it we have not received any!! The text that are out today from Xfinity on a Sunday have just told me that the new upgrade isn't handling the signal in our neighborhood efficiently enough. And that new boxes or additional boxes will need to go in on our streets to handle the signal. They are not sure when that will happen is what I was told. Xfinity needs to get their [Edited: Language] together because it is insane that their customer service is this bad. If only I can deal with Mike solely I would think Xfinity has the best customer service but unfortunately he is a contractor who is just going above and beyond on Xfinity's behalf. The people that you call into or chat with online or absolutely hideous and customer service.
(edited)
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user_6djcqp
Visitor
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2 Messages
18 days ago
To give an update! Last night Xfinity claims to have sent technicians to do maintenance at 3am EST! While away today during the day I’m notified of a blanket outage due to a sudden issue! I arrive home and of course the outage is still happening. After an hour I’m told it’s fixed. Restart my modem. It comes back finally. Ok great! Within 5 minutes it’s out again. It didn’t even take an hour. It took. 5 minutes. Returning and cutting out. Constantly. In fact it’s still happening as I type this on my limited cell data NOT through Xfinity since that’s a plan they tried to offer me through these ongoing outages. I even saw the 2 trucks working on it and drive off claiming it’s fixed! Only for the problems to continue. How do I trust an A.I or your workers when this keeps happening. It’s asinine how even on my own post Xfinity responds to not me but only my neighbors comment. Genuinely, their customer service must just be ignoring me like they did my father in Florida over a decade ago. He had to make YouTube videos of the issues and email them to the regional VP of South Florida for Xfinity. Just so they’d fix it. Imagine a multi billion dollar company’s entire customer support service needing a regional head emailed just to fix these issues. I once again urge Xfinity to do better.
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