Visitor
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1 Message
Horrible experience moving Xfinity Service but no one will listen!
Dear Sir or Madam,
I don't know where to begin. I also don't have much faith in your company anymore, so I doubt anyone will care about what my husband and I have endured over the last month. With an iota of hope that someone will get this into the right hands, I will spend the next how many minutes telling you about what has happened and what is continuing to happen. I will try to use an easy-to-follow timeline and conciseness to help you understand that something in your system is either faulty or broken, and it really needs to be addressed before you start losing customers in droves.
It started with a move. Our family was moving 15 minutes down the road, but that is when the nightmare that I still can't wake up from began.
PROBLEM 1:
We needed a transfer of service because of a move.
What I did
I called into Xfinity customer service to let them know I was transferring service, effective 5/23/25.
What your agent did
She started a new account at my SAME address and sent me a cable box and internet tower. when I called this package, a different agent said not to worry because the account won't be started until I activate the equipment.
PROBLEM 2:
I waited for my move date... until I started getting emails telling me I was past due on my account.
What I did
I checked my account [Edited: Personal Information] to see my autopay was set up and the bills were fine. I got another past due notice of over $400 weeks later, so I logged into the account again, and that's when I found the second account [Edited: Personal Information] at my same address. I called into customer service.
What your agents did
The first one I spoke to said he ordered a cancellation. It wasn't cancelled.
The next agent I spoke to also claimed to cancel it, but it wasn't cancelled.
The next agent I called was from the loyalty department and seemed shocked and what had occurred. He kept me on the phone for two hours, but he finally managed to put in an order to cancel the account.
I called at least six other agents in billing to ask them to remove the past due charges on the account. Some claimed to do it with no result. One knocked the price down to a weird number in the $60 range. The next one issued a credit of over $300 to show a credit of over $200, which still shows on my online account, but the next three agents I spoke with said they couldn't find the [Edited: Personal Information] account anymore. One found it but said it had a zero balance and was pending cancellation.
PROBLEM 3:
The agent who finally successfully ordered transfer of service to my new address and ordered equipment.
What actually happened
Only the internet tower showed up at our new place.
What I did
Called to ask for the cable box.
What your agents did (at least three different times)
Take your old box with you.
PROBLEM 4:
Our cable and internet were cut off at old address on 5/22/25 instead of 5/23/25.
What I did
Called to ask them to restore the service.
What your agents did
Passed me around billing, relocation, and tech support. It took TWO hours for the agents to restore the service.
PROBLEM 5:
Officially moved on 5/23/25 and activated the internet and cable box at new address. Within two days, I received a past due bill with a late payment added for a weird amount of $61.
What I did
Contacted customer AGAIN and asked billing what's going on
What your agent did
Couldn't figure out why the bill was like that but issued me a $10 credit for the late payment. He then noticed my old address account was never cancelled and there was no transfer of service, so he sent me to the department who could cancel it (again). He cancelled the old and started the new address. Told me to wait for invoice to arrive in the mail after closeout from old address.
PROBLEM 6
After that call, our cable was shut off at new address. Why? Because we had our same box from the old address.
What I did
Called Tech Support to reactive the service, but box would not reactivate.
What your agent did
Said box was broken because it's old and essentially blamed it on us for not changing out our box after the software upgrade in March. We tried to tell her that the other agents should have seen that "old" 2-year-old box on our account and warned us that we should just get a new one for the move, but THREE agents told us to take the "old" box to the new address. This same agent never apologized ONCE for the nightmare. Every single agent before her was apologetic and tried to sift through the issues and though they often contributed to other issues because they failed to do what they were supposed to, at least they had compassion. This one basically told us to go to the store and get a new box. So now we are paying for service and not receiving any service.
I can only imagine what's going to happen next. I imagine I'll get another past due bill or wrong charges or maybe I'll be told the problem is fixed again when it isn't. All I know is that I am definitely considering getting DirectTV or another service because I can't keep wasting my time on this. I have spent HOURS on the phone and in chats with your agents over the past month, and I'm still trying to unpack from our move.
Please, please send this to someone who cares about what we've had to deal with and who will want to keep us as customers. I had to resort to posting in the forums just to make my voice heard. My husband had to take time off of work to wait in line and get a new cable box. And now we are hoping and praying another past due notice for service we never used doesn't show up in my email inbox.
And to think, this all started with what should have been a simple transfer of service.
Thank you.
XfinityJustinM
Official Employee
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80 Messages
1 day ago
Greetings @user_ma3bbz,
Moving is already stressful enough, I am sorry to hear that you had such an unpleasant experience during your transfer of service. I want to thank you for your patience, and for continuously choosing Xfinity through it all. With that being said, you have come to the right place for assistance. Our digital care team is able to assist with all things Xfinity, and your detailed explanation of your experience is going to be a big help in getting things resolved. I would love nothing More than to make sure that you and your family can continue to settle in with nothing more to worry about. Please send our team a direct message with your full name, the name listed on the accounts (if different), and the service address associated with your accounts. I look forward to getting you the assistance that you deserve. 👍
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "New message" (pencil 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
- An "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.
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