Frequent Visitor
•
15 Messages
Order Delays, Mistakes, Losing, Invalid Address, etc.
6/6/23: I ordered replacement X1 boxes so I could use DVR functions. That order never arrived.
6/11/23: Agent could not determine why 6/6 order disappeared or was canceled. Re-ordered devices.
6/15/23: Order arrived. (two small X1 boxes, one tower modem)
Busy weekend necessitated delaying self-install until following week.
6/19/23: Self-install was a complete failure. Agent Madhuri spent over four hours on “Chat”
trying to get the two TV boxes to work. Agent issued a small ($21) refund, upgraded my speed
from 400 to 800 mbps. He also claimed I would be getting a call by 9pm to tell me when I
would be given an appointment time and date. Call/email/text never came.
6/20/23: Started a new Chat at 8:03AM. Agent seemed to think the problem was the Internet and
we wasted several modem restarts despite my repeatedly telling the Agent that my Internet
was fine and working properly. Agent finally began trouble-shooting the new X1 boxes without
any success other than confirming that they were sending data to Xfinity. They still got no
further than indicating that “Something had gone wrong…” while displaying the same error code
of DRK-10000. At 11:04AM Agent gave me an appointment at 8 - 10 on 6/29/23.
I was without multi-channel cable for another 2 days (a total of 7 days).
6/21/23: Was notified by UPS that the address for me was incorrect. For some reason Xfinity does
not use my mailing address for shipping! The Zip Code city of my residence has nothing to do
with what the United States Postal Service uses. USPS Zip Codes are not assigned by localities!
Zip Codes are assigned by the USPS. Xfinity uses a Zip Code to track where it’s cables and
customer are. That Zip Code has absolutely no use for mail or shipping companies. YOU HAVE MY
“MAILING ADDRESS” IN YOUR database!! WHY CAN”T YOU USE IT?
6/29/23: Technician came and almost immediately reported that the wrong device had been sent.
Fortunately, he had the required (main) X1 box and got things working on the main TV as well
as the second TV that could use one of the two TV devices sent.
I then asked the technician why I was sent the modem. He replied that the new modem would be
required because of the service speed increase. Once again, there was absolutely no “self
install instructions supplied for any of this shipment, nor why the modem was needed.
Based on:
1. The above disastrous order handling
2. Shipment of incorrect devices
3. Shipping to an incorrect zip code
4. Lack of any self-installation instructions
5. Seven plus hours of completely useless Chat time
I consider that the $100 “Professional Installation” charge (see attached email image) to be completely unwarranted. Please remove that charge from my account or explain otherwise.
Respectfully,
[Edit: Personal Information]
XfinityDena
Official Employee
•
2.8K Messages
2 years ago
I do want to thank you so much for taking the time out of your day to reach out through our Forums Channel @xABD . I can tell you have not had the best experience and I assure you I am here to do everything I can to turn this around. I want to be sure we can get everything figured out for you with your service. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!
- 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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