3 Messages
Bad experience during Xfinity service call: third-party tech from ITG was unhelpful & rude
Our Xfinity voice service quit working two days ago. The Xfinity chat agents did a great job troubleshooting and ultimately said we needed an in-person visit. The Xfinity service call was today. It went BADLY.
Although the tech drove an Xfinity van and wore an Xfinity-branded jacket, it turned out he worked for a third-party company. That company, ITG, apparently does not care whether or not Xfinity customers get help or service from your company.
Immediately upon arriving, the technician said the problem must be our own "defective" phones. When we disproved this theory--again, they all worked two days ago--he switched to saying "the line" was "bad," but it wasn't his or Xfinity's problem. He was hostile and combative and so was his boss, who we begged for help over the phone.
They both told us our only option was to call yet another third-party repair service and pay for the repair ourselves.
We are retirees living on fixed incomes. We have been Xfinity customers for 30 YEARS. Today we are ready to quit in frustration.
XfinityChristy
Official Employee
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2.8K Messages
1 year ago
I want to assure you that this is not the level of service we aim to provide at Xfinity. While we do sometimes utilize third-party contractors, they are expected to uphold the same standards of professionalism and customer care as employees of at Xfinity. It sounds like that clearly did not happen in your case, and I am so sorry for that.
I want to personally look into this for you and see what we can do to make things right. First, I'd like to understand a little more about what happened during the tech visit by reviewing your account history. To get started, please send a direct message with your full name and address along with any other details you would like to share with me. For example, do you recall the name of the technician?
More importantly,I will be able to work on getting your landline working.
I understand you're ready to quit, and I completely respect that feeling after what you've been through. But please, give me the opportunity to restore your faith in Xfinity. We value your business and your long-term loyalty, and we want to show you that we are committed to providing the reliable service and respectful treatment you deserve. Please let me know if you're willing to let me help. I'm here to listen and do everything I can to resolve this for you.
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EG
Expert
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118.2K Messages
1 year ago
@user_bffl3q
To send the requested information in a private message to Xfinity Support;
• Click "Sign In" if that prompt is visible
• Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person but don't do that.
Instead, type Xfinity Support there. As you are typing a drop-down list appears.
• Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.
• Type your message in the text area near the bottom of the window
• Press Enter or tap the > icon to send it
See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.
[Permission from and credit given to BruceW].
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NotSoHappy25
4 Messages
10 months ago
XFINITY/COMCAST/ITG
Issue: I moved into a Brand new Home in an unfinished community. After so many years of staying away from Comcast, I thought to give them another try. WHY did I do that?!?! Signed up for Broadband Internet services, they sent a guy out to connect service, but was told there would be a team to come back to bury cables. I was ok with that, until one Saturday Morning in Aug 2024 a Contracted team of about 5 men, came and destroyed my front yard! Dug up the earth and left me with rocks and debris in the yard. Meanwhile my neighbors had ATT install, One day had one man, one machine to bury cable and was gone, didn't even look like they came by. SO what Happened at my Place with Comcast??? No one ever came back to clean up the mess made, or replace Brand new Turf/Sod that was dug up. Called and complained, first customer service level 2 agent immediately say OH WE DOn't DO Repairs! I was Livid!! What do you mean? You guys destroyed my Perfectly NEW LAWN. Someone needs to do something. So I called back to get someone else and said I needed CLaims, because this was completely Unacceptable. A few months later someone gets back to me asking if I still needed help, Of course I do, I still have a trail of earth glaring at me in my yard. They assign me to someone who I literally went back and forth with for months. Due to the season changes we can't get anyone out there because now we are in NOV, Dec 2024. Ok lets re open when the season changes. I reopen ticket in Feb 2025, Why am I still waiting on help? ITG rep, I am getting the run around for months, Can I call someone in my area to get a quote??? I am like WHAT? Or can you do the repairs and we re-imburse? WHat? all of this, Then person says they will reach out to someone, they come by and see issue and have to requote, because they see its more work that will need to be done to get new grass growing. This all mind is happening Now in JUNE 2025, SO that landscaper never returned, because he didn't get approval to complete work. So here is the kicker. Comcast then SENDs someone in comcast clothing to my home to assess the area. They leave and come back the next day, with no warning and dump some seeds on the ground and leaves, someone then calls me on my phone and asks if They have completed the job to my approval??? I am like Completed What Job? I then go out side in 90 degree weather and notice little sprinkle of greens seeds in the rocks that still sit on top of destroyed area of yard. I thought that was Hilarious as I fumed internally... ARE YOU serious!!! I told the Lady/Man whoever was on my line, that NO I was not satisfied!! They said give it 3 days. I'm like 3 days to do what? I live in Georgia, at that time we hadn't had rain for days. The ground wasn't prepared or tilled for new grass seeds or watered. What do they think is going to happen in 3days? I am HIGHLY DISATISFIED and am READY to DISCONNECT any Trace of Comcast from my SOUL at this point. This only reminded me Why I stayed away. I want comcast to pay for the destruction and my mental well being at this point. Just insane dealing with these guys.
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