Visitor
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3 Messages
Cancelled Field Service Appointment?!?!
I have been having intermittent signal issues with both my X1 TV signal (freezing and pixelation), and also with lower-than-expected internet speeds. I've checked the cables, and restarted every piece of Xfinity equipment in my home multiple times. Earlier today, I chatted with an agent and explained my issues and had a scheduled appointment for a field service technician. I received the SMS message and emails confirming this appointment. I also received multiple phone calls from additional agents to tell me that everything "looks OK" on their end and my service should be restored. It has not improved at all - I told each of them that I was still having signal issues.
To top everything off, I received an SMS notification that my field service appointment had been cancelled. I did not cancel it and am still experiencing issues with my service. I've chatted again, trying to get my appointment re-instated or a new one. Last chat was that issues were "noted in my account" and my situation was "being elevated to higher level support"....but still no appointment shown on my account. As I type this message, I am still having intermittent freezing and pixelation of my TV signal.
How can I get a technician to come out and correct these issues?
Accepted Solution
user_a960d5
Visitor
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3 Messages
2 years ago
Thanks to this community! After issues and miscommunications going through Comcast's "customer support (sic), these forums were able to get a technician scheduled AND SHOW UP to resolve my issues.
The field tech came out and found a broken/loose cable at the street, which he repaired. Then he verified signal strength coming in to my home and lastly verified that all connected devices were working properly.
Now the disappointing part...just like after scheduling my original field appointment, I received multiple calls/texts from Comcast tech support to let me know that "everything looks good from our end" and then asking to cancel my service appointment. These were the same types of communications that I received after scheduling the original appointment, which originally got cancelled (not by me). I was adamant with the last person I spoke with that things WERE NOT operating correctly and that I NEEDED a field service tech to correct my issues. I had more communications with "support" people trying to cancel the appointment than I did with people trying to resolve the issues. Fortunately, the technician did came out and was able to fix the problems.
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CCLamont
Problem Solver
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519 Messages
2 years ago
Hey @user_a960d5 this is not the type of experience we want for any of our customers accessing our services. We strive to provide our customers with amazing services at all times. I will investigate and do all I can to get your services working properly. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
See https://comca.st/3KQF8q9r for an example.
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