Dishonest sales rep

Hi there. My first time posting on this website do I apologize in advance. Couple days ago I signed up for Xfinity home internet for $35/mo and I was looking for some deals on mobile so I connected to Xfinity chat. A rep named [Edit personal information] told me if I add mobile to my account I will get my home internet for free. I have proof of this because I took a screenshot of that message. I'm not going to post it here but I can send whoever wants it. I transferred 4 lines from T-Mobile and very next day my home internet was deactivated. I called customer service and this time someone from customer retention said that there's been a misunderstanding and they are going to make this right. He reconnected my account but next day it got deactivated again. I work from home and I really need my internet connection. I went to the store they told me there was a collections hold on my address. Previous account was under my father in law's name and we already closed that account. I sent the death certificate and they closed it account. I returned everything. Something is going on here I just can't make any sense of it please help me out. The ticket number is [Edit personal information]. I need my address to be eligible so I can add services again.

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Accepted Solution

U

user_cu9qpk

3 Messages

2 months ago

Update day 3

I went ahead and paid the remaining balance on the old account. We are still waiting for the magical "office people" to push a button so I can sign up for services. Remind you this is 2025 information age. No one can help me at this point we are waiting.

0

XfinityKassie

Official Employee

•

1.6K Messages

2 months ago

user_cu9qpk Hey there! Thank you for reaching out to our Community Forums Team regarding your account and service concerns. I can see how this would be frustrating having your services disconnect, and having that impact your work. I work from home as well, and that would be a challenge working without working services. I'd be happy to take a look at your acount, and the ticket issued, and see what the next best step is going to be. My sincerest condolences on your father in law, and I wish your family healing.

To get started, can you please send a Direct Message with your name and service address?

Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it

1

U

user_cu9qpk

3 Messages

Just for the record, Xfinity support wasn't able to resolve this issue. They told me that I have to wait for the "office people" to lift the address hold. In the year of 2025 we are waiting for someone to push a button where this can be fixed instantly. Just unbelievable. The Xfinity store told me it typically takes a week. Imagine waiting for a week for someone to push a button.

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2 months ago

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user_cu9qpk

Dishonest sales rep

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XfinityKassie

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