Visitor
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1 Message
Appointment scheduled 3 days out. On that day no one showed. Promised 2 times that tech was on the way then Canceled by tech.
Appointment scheduled 3 days out to fix a no internet issue.
On that day no one showed. I was Promised 2 times by Chat that tech was on the way.
After waiting at home from 8am to 4pm the next time I went to Xfinity App I got a notice that the Appointment canceled by tech because they thought that they had fixed the issue.
They never checked with me and the problem was not corrected. Now I have to wait another 3 days to get another visit!
The Modem is new. I picked it up the day internet failed from the local Xfinity store after troubleshooting for a while.
The cable between the drop outside my house and modem is only about 10 feet long and in good shape.
Modem Light is flashing white most of the time but occasionally flashes green for a few minutes. I can log into the modem and view the connection status.
When Flashing white no signal on Downstream or Upstream.
When Flashing Green Downstream is locked with SNR between 26 and 30 and Channels vary. Upstream never locks and power level ticks up to 40 or 50dbmv before modem resets and starts flashing white again.
1) Techs should show up when they are scheduled and if they cannot make it then a text message should be sent notifying customer of the delay and new ETA. This notification should happen before the appointment window closes.
2) The support people chatting with customers should never promise tech is on the way unless that is actually true. If Xfinity's Internal communications are so bad that the support people are getting bad information then that is another issue that needs to be resolved.
3) I find having the support techs push service upgrades while my service is failing to be a bad business practice. Please focus on the problem at hand and not waste my time chatting about upgrades.
4) Cancelling an appointment without customer agreement is unacceptable.
I was in customer service for 45 years and would have been fired if I had given my customers this kind of experience.
EG
Expert
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117.1K Messages
8 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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XfinitySara
Official Employee
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2.5K Messages
8 months ago
@user_1bnzrr - Thank you for taking the time to create this post and provide those details around your latest experience. I'm sorry to hear about the trouble you've had getting this resolved, and I'd love to see what we can do to help! Our team of experts will be happy to take a closer look and do whatever it takes to get things up and running for you. Could you please send our team a direct message to continue?
To send a direct message:
To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!
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