Xfinity - Switch from legacy cable to X1 GONE WRONG1!!
My cable TV screen had intermittently been going completely black for months (HDMI'd to a legacy HDVR box). It was a set-top problem, with an on-screen error message stating my "HDMI output was blocked." After no resolution from Xfinity/Comcast, I finally gave in to their constant up-sells to X1; it was a promotional free upgrade including internet, and they suggested the new equipment might rid me of the problem. Then the problems went from bad to worse:
1. They promised me the X1 equipment would arrive in three days. In reality, it took a week to arrive.
2. The tech who gave me the 3 day time frame also cancelled my legacy set top boxes in 3 days. So when I my old set-top boxes suddenly died and my 8 and 4 year olds had no t.v. to watch, I had to spend an hour having my legacy boxes re-activated/programmed. This is when I found out the black screen I had all along was a result of Xfinity hitting the wrong switch. They had my cable box account blocked all along, for no reason. They apologized.
3. When the X1 finally did arrive, they promised it would be an effortless set-up. In reality, I spent 2.5 hours on the phone with several technicians, and still never got green lights on the modem nor a signal to the X1 box. I also cancelled my old internet provider in the meantime (anticipating the new X1 internet); but had to spend another hour having them reinstate my account so I could get back online after the failed X1 install.
4. After 2.5 hours wasted, they told me a tech could come out to my house in 3 days for the cable; but 6 days for the modem. (Why couldn't they work on both in 3 days?) And it would cost me $35 for this visit. My option for tv? They told me I'd have to use my laptop (which I use for work) to login to their Xfinity "hotspot" and watch tv online. I need to use my laptop after work, so still no cable tv.
5. Now...still with no "supposed to be high-tech" X1 and in need of my legacy box re-RE-activated so my kids can have t.v...guess what? Yes, another 1.5 hours of an Xfinity tech "inverting the switches from X1 back to legacy". My kids went bed with no tv that night, waiting for the picture to come back on.
6. So all-in-all I (and my kids) wasted a week waiting for non-working equipment, and another full day failing to install it and losing time from work and family. And ultimately paying $35 for it. How is this a benefit?
Reason of review: Poor customer service.
Monetary Loss: $35.
Preferred solution: Price reduction.
Xfinity Cons: Customer service.
Location: Pearland, Texas
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Comments
Please avoid publishing any personal information and promotional content
Just for a little balance.
We have XFinity and X1 and are completely satisfied. I had no problem setting it up, it just worked.
Our internet connection is consistently between 95 and 100 Mbps.
Phone service is extremely reliable and works great with Nomorobo. We have had it for about a year and had one outage that lasted about 20 minutes.
Once we learned how to use X1 we love it. The kids (and us) use the voice remote all the time.
We discover new functions constantly. They even add new functions periodically too - just check under the - labs - option.
It costs too much and you can't pick exactly which channels you get and don't get but that's true of all services.
Nope, I'm not an employee, just a satisfied customer.
X1 is fine when it works. Hopefully you'll be just as satisfied after you've inevitably had to call for service. I've had a much better experience since I switched to att.
Xfinity keeps trying to get me to "upgrade" to X1. I'm thinking of upgrading to Metronet with all fiber network. Xfinity network sucks in our rural area.