Complaint

Need to direct message a complaint to xfinity. Saw on another post that I have to create a post in order to direct message. Extremely dissatisfied with the service agents I spoke to today, my internet speed, and the constantly increasing rates.

Responses

EG

Expert

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110.4K Messages

4 months ago

@user_m96iqz Be advised that sending an unrequested direct message to the support team is a violation of their forum guidelines. It may get ignored.

Please see this post about direct messaging the support team;

https://forums.xfinity.com/conversations/getting-started/direct-message/6445fb0eb9339b2013e8ff9c?commentId=6446bf50b9339b2013e93478

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CC_Tony

Retired Employee

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1.4K Messages

4 months ago

@user_m96iqz, thank you for your post. We would be more than happy to field your feedback. The Xfinity Community Forums are designed to be a place where Xfinity customers and employees come together to solve issues and have discussions. Please, let us know more about what is going on, so we can help. Once we determine that we cannot solve the issue on a public board, we will invite you to DM us.

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U

user_m96iqz

2 Messages

I want to know why my plan keeps raising in price, but performing more and more poorly. Every time my "promotional plan" ends, Xfinity contacts me to tell me they have to raise my rates, but not to worry because they can get me on a new plan with even higher speed to compensate. I say okay, accept the higher rate and higher speeds, but then when I try to actually use the internet, my speed/connection is horrendous. Its not like I am running thousands of electronics on my wifi, I am just trying to stream a show on Hulu. I will get lag, freezing, the "unable to play title" error, all the time, and it seems like it happens the most frequently after Xfinity "upgrades" my internet. I am paying 3 times more than what I started paying when I first opened my Xfinity account now, but am receiving worse service. This is decitful, and should not be allowed. My current plan for $85/month is going to end in August, and I have already been informed that it will raise to over $100/month. My first original bill with Xfinity was around $40 a month around 6 years ago. I cannot afford more than $100, but I am worried if I try to step my plan speed back down, then I will start to receive even WORSE service than I have now. I need internet service to be able to work from home two days a week, so even if I cut out all entertainment internet, I still need internet to make a living so that I can pay the bills Xfinity is giving me. Please request that someone contacts me with a payment/service plan that will fit my needs and NOT be a ridiculous overcharge for the same poor quality internet I have been receiving for years.

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Reply

26 days ago

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XfinityAirelle

Official Employee

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2.6K Messages

user_m96iqz

Hey there, thank you so much for taking the time to lay all of this out—I can genuinely feel the frustration behind your message, and honestly, I don’t blame you one bit. You’ve been with us for years, and the last thing you should feel is like you’re paying more and getting less in return. That’s not the experience we ever want to create, especially for someone who depends on us for something as important as working from home.

I’ve been there myself—thinking a new plan was going to bring better speeds and peace of mind, only to end up buffering through a show and wondering what’s actually going on. It can be incredibly discouraging.

Based on what you’ve shared, it sounds like there’s two key things we need to tackle here: making sure you're on a plan that’s actually worth what you’re paying, and making sure your connection is performing the way it’s supposed to—no excuses, no lag, and no more “upgrade” that doesn’t feel like one.

Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

I am an Official Xfinity Employee.
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26 days ago

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user_yawrby

Visitor

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2 Messages

26 days ago

it is unbelievable. This company is robbing you. Their sales people in their site they take advantage of elderly people retirees people that they cannot fight and they let it go just because they don’t wanna argue. Starting by the manager and the other employees. I am ready to complain to FCC.

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XfinityQuemekia

Official Employee

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123 Messages

Hello @user_yawrby we appreciate you reaching out with your concerns regarding our sales agents. I know I wouldn't want to be taken advantage of, or any of my family members. We work hard for what we have, so I completely understand. Have you had any issues regarding your service plan? Let me know if there is anything I could do to assist with regarding your account. I would be happy to look into things 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 a reply as the Accepted Answer. tick

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26 days ago

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user_yawrby

Visitor

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2 Messages

26 days ago

Today I was literally robbed by the people at Xfinity or Comcast. I hope this complained help people to make better decision’s before going to this company. I decided to change my 78 year old aunt for a good services because she needed a phone. I was provided a cheaper amount for her Internet and iPhone. When I handed my credit card to pay her, they come up with a different pricing obviously more than I was given. They charged me $165 for iPhone 14 and $25 for the Internet first time Payment for the connection. After I realized that they were charging me more than they have told me or offer me I decided to change my mind and cancel it. I want they decided or I requested to get my money back. They told me that they were going to charge me $40 for a restocking charge for the phone when I never even seen this phone. 15 minutes ago I have decided to cancel the operation. I decided to talk to the manager and the manager told me that literally they have all the right to charge me this $40, but the most surprisingly thing is that I never got the phone in my hands never opened the box. The number wasn’t even put it in the system and the more the modem what’s the steel with the wrapping paper. I can’t believe I was robbed literally robbed by this company employees like this. They shouldn’t even be working over there because is the company that looks so bad. I wish I could not be writing this letter, but the purpose of this is to create alerts to the people that are thinking and getting services for Comcast or Xfinity. Furthermore, what really pisses me off is that they take advantage of all this retired people that they cannot fight they get so tired and they don’t do anything, and they just walk away, losing their money, knowing that they have or they are under thight budget. Company is located in Danbury CT. Please be mindful you don’t wanna be robbed upfront. now I am going viral to let all my followers from Instagram Facebook to be careful with this company.

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XfinityQuemekia

Official Employee

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123 Messages

Thank you so much for bringing this to our attention @user_yawrby. It sounds like you had quite the experience trying to complete something that should not be this difficult. We can take a closer look at your account to ensure the right resolution is provided for you.

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

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.

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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 a reply as the Accepted Answer. tick

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26 days ago

0

Customer Service

user_m96iqz

Complaint

EG

CC_Tony

user_m96iqz

XfinityAirelle

user_yawrby

XfinityQuemekia

user_yawrby

XfinityQuemekia

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