Visitor
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1 Message
2 week delay in activation due to Xfinity agents' errors and misinformation
1. What is the typical process for activating internet at a “WiFi Ready” property that has Xfinity equipment pre-installed?
2. Does it typically take 2 weeks to activate internet service after an order is placed?
3. Does Xfinity charge customers the price quoted at the time of order or increase price at the time of activation?
4. What courtesy bill adjustments does your Loyalty Department provide for delays in activating service due to errors made by Xfinity agents and misinformation provided by Xfinity agents?
Context: I've had the worst ever customer service experience with Xfinity over the past 2 weeks. On June 24th, I placed an order over the phone with an Xfinity agent to set up a new internet service at my address. I requested that the internet service begin on July 1st, and the agent, Tom from Xfinity’s Loyalty Department, confirmed that my internet would be active and ready to use on July 1st because my unit is WiFi Ready. It is now July 3rd, and I still do not have internet service. Today, after 7 hours being transferred back and forth between various Xfinity departments with multiple agents saying they can activate my service right away, I was informed that a technician needs to come out to activate my service. To my surprise and disappointment, I was informed that a technician will not be available until July 8th—2 weeks after I ordered this internet service. I have spent over 30 hours on the phone with nearly 20 Xfinity agents, all of whom have told me different things. It is now over 10 days since I ordered and set up my internet on June 24, and not a single one of the 20 Xfinity agents I’ve spoken to have been able to successfully activate my internet service. Furthermore, the pricing has increased since I placed my order on June 24th and the agents are not honoring the pricing at the time the order was made.



EG
Expert
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118.9K Messages
15 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityQuemekia
Official Employee
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1.2K Messages
14 hours ago
Hi there user_gbqoin, thanks for taking the time to reach out. What you have gone through does not reflect how our Wi-Fi Ready properties are supposed to work.
In a pre-installed unit, activation should be quick and easy. You should only need to log into the Xfinity app and complete your activation within minutes without a technician visit.
When a technician is needed, there is likely a physical issue with the line outside or a backend database error matching your specific unit.
In regard to your order, please check your email for your order confirmation, as that will contain the exact details of the order you approved.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
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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