Absolutely the WORST customer service I've ever experienced

I moved into an apartment over a month ago and contacted xfinity for internet. Since this is a brand new apartment, they had to open a ticket. I've spent almost seven hours on the phone with this company and I keep hearing the same thing. "Give us your phone number and I will personally call you back". This must be in their script, because I haven't had a single callback.

SEVEN HOURS ON THE PHONE!!!

All I'm trying to do is get internet service. It shouldn't be this hard. Getting to an actual human being on the phone is hard enough and all I get are please holds and [Edited: "Language"] promises.

If there were another option with the same speeds I wouldn't even be here right now.

Honestly, who do I need to talk to, to get this resolved?

Responses

Accepted Solution

U

user_mcz3dw

8 Messages

11 months ago

I found another internet provider...one of your competitors. Took an hour to get an installation date when I've been going round and round with your company for almost two months.

Congratulations! You just lost a decade long customer!

(edited)

3

XfinityJustinC

Official Employee

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1.2K Messages

@user_mcz3dw I'm truly sorry to hear about your frustration. I understand how crucial reliable internet service is, and it's disappointing to hear that we couldn't meet your expectations. We deeply value your loyalty over the past decade, and it's disheartening to lose you as a customer. We appreciate your feedback on where we can improve as a company, and wish you the best with your new provider.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

11 months ago

0

U

user_mcz3dw

8 Messages

@XfinityJustinC The title of this thread and the first post gives you a hint on where you can improve.

11 months ago

0

XfinityJustinC

Official Employee

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1.2K Messages

@user_mcz3dw I've made sure to pass along the feedback to our corporate team, we definitely need to look into making serviceability at locations easier and improve customer service to ensure we're following up when saying we will. Thank you again for providing this valuable information.

We're available 7 days a week between 6 am - 12 am ET for employee support over Xfinity Forums.

I am an Official Xfinity Employee.
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11 months ago

XfinityVianney

Official Employee

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2.1K Messages

11 months ago

Hi @user_mcz3dw,

Thank you for reaching out. I hope you are doing well, besides the current headaches. I see you are trying to activate the service, but you've run into some hiccups along the way. I'm sorry to hear about any frustration this has caused, but I'll be glad to help.

I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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U

user_mcz3dw

8 Messages

No, that's okay. I'm done chatting at this point. Did that already today and I'm sure you can already guess, my problem didn't get resolved.

(edited)

11 months ago

0

XfinityVianney

Official Employee

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2.1K Messages

@user_mcz3dw I can understand reaching out for this again if not ideal, but we are here for you. We are a full service team, and we'll be glad to assist when you're ready.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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11 months ago

0

U

user_mcz3dw

8 Messages

You know that's a [Edit: Language] answer right? Did you not read that I've spent SEVEN HOURS on the phone?

(edited)

11 months ago

0

XfinityVianney

Official Employee

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2.1K Messages

user_mcz3dw I know you have been working on this for a long time, so I am very eager to help. Here on Forums, we can work over messaging to provide all the help you need. We can work around your schedule, and we can follow up on our conversation as we get more updates. I can see how this would be upsetting, and I am genuinely here to assist. Your post asks where you can go for help, and I can assure you that you've reached the right place. Please send a direct message for further assistance.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

11 months ago

0

Again

Expert

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31.4K Messages

@user_mcz3dw

You won't be on the phone here. Plus, @XfinityVianney is a Corporate employee.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

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11 months ago

0

XfinityOrlandoM

Official Employee

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2K Messages

11 months ago

@user_mcz3dw

Thank you for reaching out to us on your concerns in regards to tickets that were open to try and add your address as serviceable as a residential location. Since the address is listed & zoned as a commercial location you can always reach out to our Xfinity business colleagues https://business.comcast.com/contact or at (855) 971-2701. Please enjoy the rest of your day and thank you for your interest in obtaining Xfinity services

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user_mcz3dw

8 Messages

They told me to contact residential. Seems like no one knows what to do.

This has gone on for a month.

Again, my post stands.

WORST CUSTOMER SERVICE EVER

11 months ago

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user_mcz3dw

8 Messages

So I'm going through the same thing with the business side as well. No one seems to know what's going on, I send in whatever documents that's requested of me and ALMOST TWO MONTHS LATER I STILL DON'T HAVE AN INTERNET CONNECTION!

If I had another feasible option, I would have left a long time ago!

(edited)

11 months ago

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user_ys8szp

14 Messages

xfinity customer service is [Edit: Language] joke. All they ever want to do is have you "chat" online or post on the forum. You can NEVER get a human being on the phone. The actual physical brick and mortar stores don't even have phone numbers. I will continue to comment on every single one of these posts regarding customer service issues (or lack there of) until xfinity gets their [Edit: Language] together and gets actual HUMANS to answer the phones.

(edited)

11 months ago

0

Customer Service

user_mcz3dw

Absolutely the WORST customer service I've ever experienced

user_mcz3dw

XfinityJustinC

user_mcz3dw

XfinityJustinC

XfinityVianney

user_mcz3dw

XfinityVianney

user_mcz3dw

XfinityVianney

Again

XfinityOrlandoM

user_mcz3dw

user_mcz3dw

user_ys8szp

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