U

Saturday, January 11th, 2025 1:11 AM

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.

Official Employee

 • 

1.5K Messages

3 days 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

 

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.

3 Messages

1 day 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.

forum icon

New to the Community?

Start Here