Visitor
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1 Message
home internet - issue escalation
I re-signed with Xfinity for home internet and cellular but the lady didn't set it up properly in the backend. None of this was set up correctly. On January 12, my internet service was disconnected due to backend configuration errors. I was on the phone with customer service for nearly 4 hours yesterday and another hour to just get it resolved. kept getting cold transferred from one person to the next. To restore service, I was told I would need to enroll in a plan costing nearly double of what I pay.
I’m happy to provide the email and any supporting details. I’m escalating because multiple customer support calls have not resolved this.
I would like to know if there is a process to escalate an issue/complaint or communicate with a human being via email.
XfinityRay
Official Employee
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3.6K Messages
10 hours ago
Hi there, @w521! Thank you for signing up for a new plan with us. We appreciate your business! We are happy to look further into this. Our team is able to stay with you over time and pick up where we left off. Much like an email style conversation. You are in good hands!
Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging 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 "Direct Message” 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
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