Visitor
•
1 Message
5 people refuse to answer the same question and leave chat instantly
This live chat doesn't help at all. It's vague answers with no confirmation, or they leave the instant I ask for official confirmation. I purchased their service 3 days ago, the router is not receiving a connection, the support chat said the soonest appointment is 6 days from now, I can't wait that long given that I require internet connection to work. I was told by 3 seperate agents that they "guarantee a priority technician will be here today" I asked 2 agents if I can get confirmation of guaranteed service today, and if the technician will call when arriving. They left chat immediately, no response. I then told the 3rd agent that if they can't guarantee service today, im canceling my account and going elsewhere as I cant wait 6 days and put my job at risk, I was also guaranteed by those same 3 agents that they'd wave the $100 fee, as ive not been able to even connect with a brand new router and haven't accessed the internet on a new account I purchased 3 days ago. Is there any way to reach someone who can actually help me?
XfinityAirelle
Official Employee
•
3.4K Messages
8 hours ago
Hi there. We understand why you’re frustrated, especially after being told several times that a technician was guaranteed to arrive today and then losing the chat when you asked for confirmation.
We want to be transparent. A same-day visit is not guaranteed unless a confirmed appointment or work order is actually showing on the account. A priority request can ask dispatch to look for an earlier opening, but it does not guarantee that someone will arrive that day.
As a first step, please check the Xfinity app under Account, then Appointments, and let us know whether any visit is currently confirmed and what date it shows. Since this is a new account and the gateway has never connected, we also need to review the activation status, signal reaching the home, appointment history, and any notes about the possible $100 charge.
That information is account-specific, so please send our team a direct message with your full name and complete service address. We’ll confirm what is actually scheduled, check for any earlier availability, and review the fee notes so you receive a clear answer instead of another vague promise.
0
0