U

Visitor

 • 

1 Message

Sun, Sep 5, 2021 3:47 PM

Extremely Unsatisfied Customer

I recently moved twice back to back and brought my xfinity with me. I went without internet for 3 weeks, talked to countless representatives, had an install appointment set for a 12 hour window on a Sunday and was told I would have to be home, so I stayed home all day. No one came. I spoke to someone else who said they were on the way at 730pm. no one came.  The following Monday I was told someone would come out and I wouldn’t have to be there. No one came. Then, the next day, I was told someone would come in a 2 hour window and they FINALLY showed up! Just to tell me they couldn’t help- I wound up moving again a week later. When I got here, I also took xfinity. My internet once again didn’t work. I speak to 3 more people. One woman said she would send out a tech 2 days later and I would have to be there and a $100 charge would appear on my account, and I said no I will not pay $100 for a tech to come out. She said, just agree to it and you won’t have to pay it. I said ok that’s weird, but ok. Please check the recorded phone calls for this interaction. 

Cut to a couple weeks later and I see the charge. I am told that because the girl scheduled the appointment FOR me, I would have to pay - if i’d just scheduled through the app I wouldn’t have been charged. What in the free hell? So I speak to someone else who was extremely sweet and said she would credit me for the weeks I went without internet but was still being charged for, and $50 for the install but not $100. I was not happy but agreed because at this point I am exhausted. 

Today my $40 bill came through as $140. I didn’t have internet for weeks, have had nothing but lies and inadequate service. I just speak to another woman who had an attitude from the beginning, and seemed to think I didn’t understand my bill at all, so she only explained it over and over. My issue isn’t being explained the bill, it’s that i’ve had problem after problem and no one seems to care whatsoever. $100 charge for a woman setting an appt for me to have a man come out and plug my modem in, when she told me I would not actually be charged, is insane. 

When I asked about cancelling, the woman had an attitude and said I can cancel but I’ll be charged for that and still owe the $140 bill I already owe. I am at my absolute wits end with this company, this has been going on for 2 months, I need something to happen before I cancel, go to the BBB and have all of my friends and family switch to different companies at the end of their contracts. 

Responses

Official Employee

 • 

263 Messages

1 m ago

@user_aee649

Thank you for reaching out to the Digital Care Team. I hate to hear this has been your experience and would love to investigate this for you! Please send us a PM with your first and last name, as well as house numbers to your service address. To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select Xfinity support and you will be able to speak with the next available specialist.

Visitor

 • 

1 Message

1 m ago

I had an cable box go out on us this past week.  I returned the box to the local Xfinity Store which is about 8 miles round trip and received a replacement.  I got the box home and it would not load up and after 2 plus hours of robotic phone assistance sending signals to the box I gave up and went back to Xfinity, yet another 8 miles round trip, and the rep replaced the unit again, but this time I had them plug it in to make sure it had a operating light, which it did.  The rep also said he activated the box for us and all we had to do was plug it in and follow the prompts.  This box was also defective and we couldn't' get any signal.  I attempted to do a chat online for assistance and several activation signals being sent, we again drove 8 miles round trip for another replacement box which, yes, also did not work when we got it home. This time  I requested a call back from a real person and got it, and she informed me there was an outage in our area and that's why the box didn't work, to which I replied that she was incorrect as I had TV on in 4 other rooms of the house at that moment so the rep said I would need a service call to the house and the earliest available was 5 days from this past Friday.  I declined this and told her I would again drive to the XFinity Store in the morning for another replacement box.  Finally after going back Saturday morning for yet another 8 mile round trip ride, I got a box that actually worked.  This cost us about 7 hours of our time and 32 miles of driving back and forth which was less than acceptable.  We are not happy with this situation.  How can so many sealed, new units be defective. I dread it when anything like this happens, its not the first time we've gone back and forth with faulty equipment over the years.  We pay $260.oo plus dollars a month for triple play and no other premium services, which is very high for this kind of support.  It may be time to look elsewhere very soon. 

Official Employee

 • 

170 Messages

I am so sorry that you had these kinds of issues @user_62f4d7, if you would like me to take a look at your account with you and see what we can do for you! I would just need you to send me a DM for that! 

To get started, please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Peer to peer chat" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

New to the Community?

Start Here