Abysmal Customer Service

On Thursday, August 20th, I called Xfinity to inform them my Internet was out. After dealing with the frustrating AI and prolonged wait times, I finally was set up for an appointment at 8AM on Friday, August 21st. The technician came but regretted to inform me the issue was outside my property and a crew would be sent out. Rest assured, he said my Internet would definitely be back by the time I returned from work that evening….

Not surprisingly, my internet was not back upon my arrival home Friday evening. I again had to go through the infuriating process of trying to speak to an actual representative about the issue. This agent informed me that the crew needed to address the issue actually needed more time to be put together, but, rest assured, my internet would be back up and running by 11pm on Saturday, August 22nd. I asked when this new team would arrive and was told anytime between 7AM and 11pm…convenient for them! 

By 8:30pm, after waiting 13.5 hours, I again went through the maddening process of trying to speak to an agent by phone. I eventually spoke to an agent named Katherine and shared my concerns that this “crew” might not show up as planned. Katherine advised me that indeed they would not be coming. There was no reason other than they weren’t able to come that day. Understandably I was very disappointed and asked what could be done to rectify the situation. I also shared that 16 hour windows aren’t good customer service.

Katherine advised that a new Xfinity team would be coming out on Sunday, August 23rd at 6AM and the technician would call me 30 minutes before. I asked how I could trust that this would actually happen given the number of times I had been duped by Xfinity agents before. She promised I would have someone at my door at 6AM. I set my alarm for 5:25AM Sunday (today) to be sure I was prepared for their arrival. 

Guess what? After waking up early to greet this Xfinity rep on my precious day off, they didn’t show up and didn’t call. The appt text line also had no record of an appointment for me today. I again spent another painful hour on the phone with Xfinity for them to tell me the window was actually 6AM-11PM today and I had been given misinformation. The agent, Sai, informed me that they would definitely be coming today and apologized for my frustrations. I demanded to speak to a supervisor to ensure this work would actually be completed.  

Towards the end of the call, Sai asked if my services had been interrupted. I almost gasped! Of course they were interrupted! I told her I was out of Internet since Thursday and this was going on the fourth day. She asked if she could do some quick troubleshooting while we waited for the supervisor. I told her the issue isn’t in my home but outside of my property. Needless to say, I played along so we could all be satisfied that I indeed have no working or fixable Internet without a technician. 

As if I wasn’t frustrated enough, Sai then informed me that the crew coming today is a “third party crew” and won’t actually be able to help me with my internet. I need another Xfinity team to come actually reconnect my home’s internet and their earliest available appt is August 26th. I told her that is unacceptable and asked for her agent number which she would not provide. 

I ended up speaking to her supervisor who shared he “escalated” things. By escalating that meant a dispatch team would call me sometime today (anytime today actually) to set up a possible earlier appointment and to “keep all call lines open” for this call.  All I can say is “wow!” and I sure can’t wait for more internet service providers to be available in Baltimore. “Rest assured”, this 10 year loyal customer will be switching! Shame on Xfinity!