Visitor
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4 Messages
Account Support - Nothing but broken promises....
What began as a simple effort to save a little money has developed into a nightmare of endless calls and broken promises.
- 12/4 Contact Xfinity for another service address via chat. Resolved the issue, but the agent asked to look at my primary address to see if he could save me some money. Upon review with "Vinit", he said he can lower the bill from $207 to $194. I confirmed in chat, for which I have screenshots, that there will be no changes in channels, etc. He sent me the link and I processed.
- 12/6 determined Xfinity downgraded my service from 185 to 125 channels, as I lost my regional sports channels. Contacted Xfinity "Dejes" did not understand my issue but said can put it all back at a higher price point $234. As this was not acceptable due to the fraud committed by “Vinit” I requested escalation to a supervisor. Spoke with “Carlo”. He opened ticket [Edited: "Personal Information"] and promised a resolution and call back the next day.
- 12/7 No follow-up so contacted Xfinity. Spoke with “Pat”. He checked status and indicated no status updated. Said ticket had action date for follow up of 12/8 and allow more time.
- 12/9 I again had no follow-up so contacted Xfinity. Spoke with “John”. He checked status and again indicated no changed. Offered to put all serviced back at the higher price and I told him I wished to resolve the underlying issue and Xfinity agent lie.
-12/12 Again no update so called back. System indicted ticket was closed 12/8. Waited for an agent and was connected to “Shemar”. I was told the ticket was closed as it was created in the wrong system for resolution. Ticket was created in the business and not the residential customer system. I again asked for a supervisor and was connected to “Daniel” aka “DRANE726” he wanted me to add a Sports and Entertainment Pkg to resolve the issue. After one hour and 5 minutes while he worked on the issue was dumped back to queue. I was then connected to “Gab” and spent some time trying to describe and resolve before again call was dumped.
12/12 Called back again and spoke with “Chandra” no resolution.
12/12 Received a call from a supposedly from a supervisor ‘Lisa” “4687” told she will look in to the problem and promised a call back in 24hrs. No call back to date…
12/15 Called again and spoke to “Rushi”. Immediately asked to speak with an on-shore supervisor due to lack of follow-up and broken promises. He said he could not do that but after further insistence said he could connect me to a supervisor at his location. Still waiting on hold for last 45 minutes….
XfinityMarshante
Official Employee
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1K Messages
4 months ago
Hello @user_gq0mfi, thank you for taking the time to leave a post. I’m truly sorry for the difficulties you’ve experienced in getting your account corrected. This is not the level of service we strive to provide, and I completely understand how frustrating it must feel to expect follow-ups that never came. You’ve reached the right team now, and I’m committed to turning this experience around for you. 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, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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user_gq0mfi
Visitor
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4 Messages
4 months ago
Update...
After 1 hr. 20 min. on hold connected to “Katija”. Reluctant to try to connect me to a US supervisor and dumped back to general agent queue. At 1 hr. 30 min. next agent was “Kat”. Still in off-shore call center. Made me go though story again as unable to connect me to a supervisor unless she tried to help. Spent next 10 min. on hold as she tried to fix. Ultimately unable to resolve and she mentioned I approved the change. I again told her I approved what was quoted by “Vinit” on 12/4 that there would be no channel changes. Again, asked for a supervisor. At 1 hr. 49 min. placed on hold as she attempted to get me a supervisor. Checked in every 10 minutes to let me know still trying to get me a supervisor. At 2 hrs. 40 min. transferred to supervisor. Had hold music for 5 minutes and then call connected to” “David”. Bad line very and difficult to hear. Told he would get a better line. Call dropped!!!
Called received from “Johnny” on-shore Minnesota escalations. Trying to rebuild and send to manager DEC 15 2025 to get back to Ultimate Fast Package. Allow 72 hrs. Will put a track for follow-up on 12/19.
-12/19 2:10pm Called back in again as no follow-up as promised as of 2pm PST. Connected to agent “Kate”, off-shore agent. Asked if they can see call history with escalations team as no follow up. Placed on hold for 5 min. as they reviewed the account. Did see the history from 12/15 and the promised call back. Placed on hold again for 10 min. Agent asked me to stay on the line until transferred to a supervisor. Connected to “Eve”. She also reviewed the escalation ticket ECM0018442595 from 12/15. Told ticket closed 12/15 once escalated. Call dumped back queue at 58 minutes. Agent “Dee”. Told only a supervisor could help and was going to request assistance.
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user_gq0mfi
Visitor
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4 Messages
4 months ago
Update...
After 2 hours on the call, I opted to let the agent go as NO SUPERVISOR would respond to agent's repeated requests for assistance. Opened ticket #ECM0018559635 expect call back by 12/20 5:32pm.
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user_gq0mfi
Visitor
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4 Messages
4 months ago
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