Contributor
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158 Messages
Can I email someone at Comcast Regarding Customer Service
The frustration of getting help here has reached it's endpoint I think. I found a setup I'm happy with from Verizon for my TV, Phone, and Internet service that I currently get here. But, since I've been here since 2008, I thought I'd give Xfinity a chance to meet my demands and stay here, but I can't even find a way to do that. So, unless someone sees this and contacts me with some way to either speak to a human being or an email address to email an actual human being by this Friday (Dec 1, 2023), I will schedule my setup date with FIOS and cancel Xfinity forever. I literally can NOT get a human being to explain my personal issues, so I'll post them here but again, it appears as though our 15 year relationship is over.
Here is what I wanted to tell a human being were I ever able to get one.
I've been here 15 years. Have a one story house with a basement. Originally had 4 TV's, phone and internet. The wires from the street came in through the basement and that's where I had 2 of the TV's and my router/modem. However, the basement completely flooded, destroying all of the equipment down there for the two tv's, but the modem/rounter survived because it was sitting literally on top of a ladder I had set up to get it to a high point to help with wi-fi around the house. Now, however, with no tv's downstairs and my wi-fi now really slow because I'm on another floor and further away from the modem/router, I want new lines ran so that everything is up here, on the ground floor. Verizon has confirmed they will do this and waive the installation fee because of the package I selected and method of payment. So, I was going to give XFinity a chance to keep me by coming here, running new lines from the street to my computer and two remaining tv's, and to waive that fee. Either Comcast will do it, and do it for free, or I will go to Verizon. But I can't even present that option to anyone at Comcast as there seems to be no way to contact a human being to see if they would be willing to do that, so I can only assume they're not interested in keeping this nearly $4,000 a year account, so it looks like Verizon will get that nearly $4,000 a year. At least I guess unless someone reads this and contacts me.
I tried the phone, I tried to find an email address, I tried the chat bot, and I'm done trying, so I'm posting here not expecting anything other than I can at least tell myself I tried to give Comcast an opportunity to keep this account and they're just apparently not interested. So, good bye after 15 years. The only way I know to get a human on the phone is to tell them you're cancelling comcast services, so I guess when I call to set up the cancel date to match my FIOS setup date, I'll say good bye in person.
Can't say I'll miss you. By far and away, the worst, the ABSOLUTE WORST, customer service I've ever dealt with, including corporations, non-profits, and government agencies. That's quite an accomplishment to be at the top of that list. Congratulations.
XfinityMarcos
Official Employee
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2.3K Messages
1 year ago
Hello @OldeFatGuy, thank you for giving my team a chance to help you, 15-years is a long time for any relationship. Thank you for making us part of your home and for your continued interest. I appreciate you taking the time to fully explain your situation, and we certainly don't want to see you leave. There would be a charge to install a new outlet in your home, however; that may not be what's needed. Depending on your home, if the inside wiring needs to be re-done, that is something our techs won't be able to do. I can help with whichever route you decide to do, but let's take a look at your account and see what options we have. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?
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OldeFatGuy
Contributor
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158 Messages
1 year ago
Okay, Comcast agreed to do what I asked, and agreed to refund the installation fee, so we were in agreement and set up an appointment for that following Monday (Dec 4). However, over the weekend we had a family situation come up and had to cancel that appointment. So here's where I stand now:
I have decided I want to stay with XFinity. I realize this weakens my negotiating ability, and accept that. So what I would like now is for someone to come and install a new modem/router in the upstairs bedroom, and for this I agree to pay the full installation fee (as long as the $100 amount was at least close to what I can expect to pay).
But I don't know how to go about scheduling such a thing. I went to My Account, and it doesn't appear to be any options under "Change Plan" or anything else that I could figure out. Could someone just help me figure out how to get a new installation of a new modem/router to a new location in this house and I will pay the full installation fee. It's just I learned some things about FIOS that has caused me to mostly rule out switching, so I deleted the plan I had set up there and want to stay with Comcast, but I need a new modem/router in this room so I can do away with wi-fi and run an ethernet cable directly to the modem/router. How do I ask for that? It's not adding a new service (I already get internet). It's not switching a service (I want the same tier internet). I'm just not sure how to do this.
Thanks for any help.
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user_yyqj3r
2 Messages
1 year ago
I need to have a new phone system installed. I would like to change from AT&T to Comcast. a tech came out and didn't know how to do the job. i have scheduled another tech visit. the Comcast website gives me the option I'm looking for. How do I tell the scheduler that i need a tech that understands my needs. This is what i got off the web page.
Inside wiring and jacks used with Xfinity Voice service
Inside wiring and jacks used with Xfinity Voice service must:
Phone splitters
Phone splitters must be used to connect:
This is what i need. i currently have my base phone plugged into a jack in the wall. This house is 50 years old. The tech has to know how to convert the jack to Comcast for my base and attach a modem. my main modem for my TV & internet is in another room. Many of my friends have their modem on one level of their house and their main phone (plugged into a jack) on another level. How can i be sure I get a tech who has done this before?
Natalie
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