Visitor
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2 Messages
Can't seem to actually get a technician out here
I recently signed up for Xfinity and opted to do a self-install. I have compatible equipment, but it turns out none of the coaxial cable lines that reach the perimeter of my house are apparently connected to anything on the far end (cable modem can't sync to any channels). I've been in touch with three different agents in as many days, asking for a technician to be dispatched out here to either connect one of those existing runs or run another one, but I haven't yet been able to get one to actually keep an appointment, it seems. The first time, the agent told me the appointment was scheduled for the next morning. No one showed up, and when I checked my Xfinity app, I noted that it had never actually displayed nor confirmed an appointment (nor did I receive any emails or other messages confirming that an appointment had been made). So, I contacted another agent, who apparently concluded that their system had had a problem booking the appointment because I don't actually have a modem registered with Xfinity yet (which I can't do because I can't physically connect to the service). He apparently registered mine, given the MAC I gave him, and scheduled another appointment. Later that evening, I noticed my Xfinity app still didn't show any appointments, so I contacted a third agent and asked them to confirm that I actually had an appointment booked even though I couldn't see it (I told him about the problems I'd had so far). He confirmed my appointment with the tech team. I might be jumping the gun, but given my experience so far, I'm feeling a bit skeptical as I'm now almost halfway through that supposed appointment time slot, and I haven't had anyone show up nor have I received any calls.
This is getting ridiculous. The sign-up process confirmed my address, so I assume that I can receive Xfinity's service at my address. However, I cannot connect to it because there is currently no coaxial cable that reaches my house that carries the service. I'm getting close to my wits' end on this. Strictly speaking, I'm already paying for a service that I can't use. I have a pretty good mind to just cancel entirely if I get stood up once again once the end of this time slot arrives. I'm also a bit irritated that every customer representative agent I've worked with has taken the time to try to upsell me on some other Xfinity product or service while I can't actually get someone to connect the service I originally signed up for. I also have half a mind to file a couple of official complaints (state and maybe federal) if I can't get this straightened out soon.
XfinityAngie
Official Employee
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2.2K Messages
17 days ago
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mgpe24
Visitor
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2 Messages
13 hours ago
Well, it's been a couple of weeks, and I finally got around to following up here. In brief, nothing at all has happened. Problem still exists. No technician has ever even been out here. Over almost three weeks now that I've been signed up with Xfinity's service, I have communicated with half a dozen different Xfinity representatives, several of whom arranged up to this point a total of four different technician appointments. Each time the appointed date and timeframe came, no one showed up. And no call either. No communication whatsoever. No follow-up to ask if the problem had been addressed. Heck, I haven't even seen any evidence that any of those appointments were ever actually scheduled. No emails, no text messages, nothing displayed in the Xfinity app. Earlier this week, I had to contact a rep to have my first bill refunded because I haven't yet actually received any service since signing up. Also tried for yet another technician appointment while I was at it, and it was very much not convenient for me to make myself available for this one. But I did anyway. And guess what? No call, no show. I assume the reps are sincere in the things they tell me, but clearly nothing that they say or do has any real bearing on whether anything is actually done. I can't keep doing this. I wouldn't believe them if they told me that a tech was scheduled at this point. They have zero credibility with me at this point. And I'm certainly not willing to make myself available for another appointment at my own great inconvenience. They don't need me here anyway. I need a cable to reach the outside of my house that carries the service. Whether it's a brand new one or a reuse of one of the existing runs that terminates at my perimeter from whatever services previous homeowners may have used. I don't even need it run through the outer wall of the house. I would do that myself as I am very technically capable. But they can't even get that done. I've had it. I plan to cancel the service over the next week or two if someone doesn't make this right somehow, and no, I will not be physically available for anymore appointments. Like I said, you don't need to get inside my house to do what I need. But it seems they can't even do that, so it's time to look elsewhere for service. This is the worst experience I have ever had with an ISP, and I work in IT and often deal with ISPs for a living. I'm done.
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