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user_kmsprj
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Visitor

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2 Messages

06/02/2026 12:00 AM

Can’t get service

New service set up Saturday. Lasted 2 hours. Called in, 1st appointment to fix outside lines (that they just installed improperly) 6 days later. Explained I run a small business so moved up to 4 days later. Called Appointment department Monday morning and said a tech would be out to fix that day between 3-5. Very happy. Tech no show. Called in, no record of appointment made. Next appointment even later than first scheduled. Supervisor said they made mistakes, very sorry, can’t do anything. Meanwhile billing department is on it, wanting payment for a service we don’t have. Even Spectrum provided better service than this and that’s saying something. So far lots of requests for surveys that I’m sure no one reads. So angry, frustrated, can’t understand why not one interaction so far has been with someone competent who can actually do something. Any advice?

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Updated 

7 days ago

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EG

Expert

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121.8K Messages

4 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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XfinityBrianH

Official Employee

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2.6K Messages

4 months ago

 

user_kmsprj  Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

 

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user_kmsprj

Visitor

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2 Messages

4 months ago

Never any follow up from Xfinity customer service. Eventually got a tech out, faulty equipment had been installed. Techs have been great, but any customer service has been terrible.

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XfinityChristy

Official Employee

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3.2K Messages

 

user_kmsprj Hi there, I’m really sorry this was such a frustrating experience for you, especially with everything you rely on your service for. I can understand why that would be so upsetting. I also want to apologize that we weren’t able to jump back in and help sooner after we reached out and didn’t hear back. I am really glad to hear the technician was able to get everything fixed and that your service is working now. It’s great to know they took good care of you once they were there, even though getting to that point took a few extra steps.
 

If anything still feels off or you have any other questions or concerns, please feel free to reach out. We’re here for you and want to make sure things stay on track moving forward.

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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4 months ago

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user_2s871a

Visitor

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1 Message

29 days ago

Why does Xfinity continue to change the time of restoring our service. It’s been down for over 12 hours with times of 8:45am, 12:40pm, 2:00pm, 6:00pm and now 7:00pm for restoration. With Status under investigation and network damage listed. What is taking so long? We need internet to function. Just say, we can’t fix it at all, so we can figure out what to do. Stop changing the time for 12 hours.

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XfinityThomasA

Official Employee

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3.9K Messages

 

user_2s871a - Thank you for your feedback and for reaching out to us here on the Xfinity Forums for assistance. We understand how frustrating service interruptions can be, and no one wants to experience them, including us. Interruptions can occur for a variety of reasons, and when they do, our crews work as quickly as possible to identify the cause and restore services. Keeping our customers informed throughout the process is equally important. The best way to stay updated is through the Xfinity app or the Xfinity Status Center, where you'll find the latest information available for your area. When an estimated time of restoration is available, it will be posted there. Please keep in mind that restoration times are estimates and may change as crews continue their work and new information becomes available. We sincerely appreciate your patience and understanding during this time, and we apologize for any inconvenience this interruption may have caused.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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29 days ago

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user_cb6byl

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1 Message

I need customer support

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7 days ago

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XfinityMarshante

Official Employee

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1.5K Messages

Hello @user_cb6byl, thank you for your comment. We’d truly appreciate the opportunity to help you. When you get a moment, could you share a bit more about the issue you’re experiencing? The more details you can provide, the better we can assist and work toward a resolution for you.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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7 days ago

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