Complaint: Chat Support Provided Misleading Information and Withheld Critical Details!

After repeatedly getting nowhere my last option is to post here. 

I gave my recent Xfinity chat support experience a zero-star rating because the issue wasn't resolved. Shortly afterward, I received an email from someone on the customer experience team asking for additional information about what happened. I took the time to provide the detailed explanation below, expecting someone would review the case and follow up.

Instead, I got nothing.

No response, no update, no acknowledgment, and no effort to address the concerns they specifically asked me to explain. If the customer experience team reaches out after a negative rating, what's the point if nobody actually follows up once the customer responds?

What makes this especially frustrating is that this is not the first time I've received inaccurate or misleading information from Xfinity representatives. During support interactions, I've also been asked to provide 10-star survey ratings, even when my issue was unresolved or the information I was given later proved incorrect. When customers are encouraged to give perfect scores but legitimate complaints are ignored after they're submitted, it raises serious questions about how customer feedback is actually being used.

Can someone from Xfinity explain why customers are being asked for feedback that appears to go nowhere, and can this issue be escalated to someone who will actually respond?

Below is the email I sent:

To Whom It May Concern,

I am writing to formally raise a serious problem regarding my recent experience with Xfinity support, which involved misleading information, poor communication, and an unacceptable level of service during a time-sensitive outage.

On May 23, 2026, my neighborhood experienced a lightning strike that damaged my Xfinity Gateway. On the morning of May 24, I contacted Xfinity support via chat to arrange a replacement and restore service. During that interaction, I was repeatedly encouraged to upgrade from Xfinity Complete to Xfinity Pro with the XPro Extender. I specifically asked multiple times whether replacement equipment could realistically arrive the same day, given it was a Sunday before Memorial Day. Despite these questions, I was assured the order would be prioritized and strongly led to believe I would receive the equipment that day if I remained home. And since this representative helped me get what I wanted; would I please leave a 10 star review. That I foolishly did. 

After several hours with no shipping confirmation, I contacted support again and was informed the equipment would not arrive until at least Wednesday. At that point, I was told my only option for immediate service restoration was to travel over an hour to a store to pick up a replacement gateway, which I ultimately had to do.

I also requested to revert to my previous plan once it became clear the original expectations had not been met. I was told this was not possible.

When the replacement equipment arrived on May 27, I discovered during setup that the XPro Extender requires a separately purchased battery backup to function during power outages. This was never disclosed during the sales or support conversations, despite my circumstances involving a recent weather-related outage. Had this been clearly communicated, I would not have agreed to the plan change.

At this point, my concern is not simply delay or inconvenience. I made a service decision under urgent conditions based on incomplete and, in some cases, misleading information. I repeatedly asked direct questions about timing, service capability, and suitability, and I relied on the answers provided by your representatives when agreeing to the change. It was also never disclosed that the extender was a moot point if the gateway itself was not powered on during an outage!

I also understand that Xfinity Complete is no longer offered and that reverting to my previous plan is not an option. However, that does not resolve the underlying issue. My concern is that I was guided into a plan change during an active service outage without being fully informed of key limitations and requirements of the new equipment. I am requesting a fair and appropriate resolution that reflects these circumstances.

I am not seeking generic apologies or scripted responses. I am requesting a remedy, specifically including consideration of providing the required battery backup at no charge, given the lack of disclosure and the conditions under which this upgrade occurred. If it IS possible to have my old plan back then I would consider this 100% resolved!

I preserved all chat transcripts, emails, and survey-related communications associated with this issue. Those records document the representations that were made, the timeline of events, and the lack of follow-up after I responded to the customer experience team's request for additional information.

I would appreciate a prompt response outlining how this matter will be resolved.

Expecting a prompt resolution.