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user_0gqdvi
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Visitor

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3 Messages

Sunday, May 24th, 2026 1:51 AM

2 hours of my time to get issue resolved

I am beyond frustrated. I have been with Xfinity since 1999 and had a heck of a time getting an issue resolved today. I entered the chat and explained my issue and then I was disconnected and reconnected about 5-6 times with another representative to only have to explain myself over and over again. I asked for a supervisor several times and finally got to chat with one and he was helpful and got it taken care of. 
the issue: I was trying to upgrade my peacock premium to peacock premium with no ads. It should not have been this difficult. I feel like I need to submit a complaint about this. 

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10 hours ago

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XfinityQue

Official Employee

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647 Messages

21 hours ago

 

user_0gqdvi, hello there and thank you for taking the time to share your experience, and we sincerely apologize for the frustration you encountered while trying to get assistance today. I completely understand how upsetting it must have been to repeatedly explain your issue after being disconnected and transferred multiple times.
 
We truly appreciate your loyalty as a customer since 1999, and this is not the level of service we want you to experience. Upgrading from Peacock Premium to Peacock Premium Plus should have been a much smoother process. I’m glad to hear that the supervisor was ultimately able to resolve the issue for you, but I understand that it should not have taken that much effort on your part.
 
Your feedback regarding the repeated transfers, disconnects, and difficulty reaching a supervisor is important, and I will ensure your concerns are documented appropriately. Thank you again for your patience and for bringing this to our attention. Do you have any unanswered questions or concerns that I can partake in to be of your assistance? 

 

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user_f70386

Visitor

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2 Messages

19 hours ago

I know. It's frustrating to get kicked around with "Self-Help" suggestions to fix a cable connection (internet works fine) and when that doesn't work after repeated attempts, they just don't have the technical support to meet customer needs. I feel your pain. [Edited: "Soliciting"].

(edited)

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user_0gqdvi

Visitor

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3 Messages

This wasn’t self help, it was live Agents and they didn’t complete the tasks. 

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10 hours ago

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