Visitor
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1 Message
Am I being punked?
Online support: 0 out of 10
The assistance is pretty useless when it forces me to the only topics it thinks fit the query.
Phone support: 2 out of 10
Getting stuck in a loop of explaining and re-explaining myself is exhausting. The person on the other line is clearly using the online assistant because they're offering the same topics.
Text support: -10 out of 10
The text support is the worst. I would explain my problem, and they would default to something that was topic-adjacent, but not the actual problem. Example: I needed service at two locations. Their default response: I'm moving and need new service. My response: No, I need service at two locations. Their response: Got it, you're moving. That scenario literally happened for about three hours.
In-person support: 10 out of 10 (Pierre!)
I got great support with my issue!
When we moved in, there was (and still is) a red cable running across the back yard and up a pole. Then they showed up, without notifying us, and buried a cable, but didn't hook it up, and left the red cable running across the back yard. I used the online assistant to submit a notification of a tripping hazard. I received a text yesterday that they 1. Need to mark underground utilities 2. Will let me know when I'm scheduled to HAVE A BURIED CABLE INSTALLED. They showed up TODAY with no notice and buried ANOTHER cable but did hook the internet up properly. So, that's good, and we have a new second buried cable!
XfinityJamesC
Official Employee
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2.4K Messages
10 days ago
Greetings, @user_975j59! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum about these issues with the underground lines. You have definitely come to the right place for assistance.
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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