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user_s6m96g
1st Topic

3 Messages

Friday, August 2nd, 2024 2:23 PM

Closed

Activated then Failed Next Day

Hi, 

I opened an account yesterday and was able to setup really quick and access internet and WiFi. This morning, I woke up and it wasn’t working. I tried all the trouble shooting on the app, no luck. Then I tried all the exact same things when I attempted to call customer service and only got a robo answer. Now after an hour on the phone with your technician, he can’t identify the problem and wants to send out a set up technician and charge me $100. Feels like a bait and switch since he can see nothing wrong on his end and everything worked like a dream yesterday. If you can please send out a technician for free, I’m all about that but don’t appreciate paying for something that doesn’t appear to be my fault. Can you please help? This is my first time as an Xfinity customer and I’m already regretting my decision. Thanks 

Question

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Updated 

9 months ago

25

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EG

Expert

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110.2K Messages

9 months 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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XfinityFrank

Official Employee

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1.3K Messages

9 months ago

Hi there, @user_s6m96g! Thanks for reaching out to us here on the Community Forum! That is strange that the service stopped working after such a short time. I can assure you we would not charge you if it is something that is under our responsibility. I would definitely like to take a look at the account and service and assist. Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address to get started. Thanks! 

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user_s6m96g

3 Messages

I can’t get to a live chat, only the robo ones which I’ve already done. Can you please contact me instead? Currently it’s 10:48am on a Friday and they aren’t getting a technician out till Monday which isn’t feasible with us working from home and needing reliable internet. I’m glad you are stating there won’t be a charge if the issue is on my end, but the technician didn’t promise that and now I’m stuck without WiFi for 4 days and absolutely no information as to what is wrong after it worked perfect yesterday. Seems really off.

9 months ago

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XfinityFrank

Official Employee

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1.3K Messages

@user_s6m96g, I understand your concerns, but the directions I provided are to connect with us here on the social media team through private chat. It is not automated, and not at all the same as what you have attempted previously. It would need to be initiated by you. Please give it a try, and we would be happy to work with you! 

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
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

9 months ago

0

user_s6m96g

3 Messages

@XfinityFrank​ Thanks, that button is showing now. It wasn’t before for some reason. Just sent the message as directed. 

9 months ago

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