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user_d7qkqr
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Wednesday, July 29th, 2026 11:59 PM

Complaint

I would like to file a formal complaint. Xfinity came to my address to service a separate apartment. They cut MY cable wire and I have been told to wait until morning for a tech to repair it. This is now the second time since I’ve had Xfinity that this incompetent mistake has occurred.

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9 days ago

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XfinityAldrik

Official Employee

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2.7K Messages

21 days ago

Good evening @user_d7qkqr! I completely understand why you're upset. Having your service disconnected due to work being performed for another residence is frustrating enough, and I can certainly see why it's even more concerning if this is the second time you've experienced the same issue.

 

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

 

Here's the detailed steps to direct message us:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  3. Click the "Start new conversation" (pencil and paper) icon. 
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

 

You can see how to send us a direct message here: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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user_w6ddc0

Visitor

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1 Message

9 days ago

I am extremely unsatisfied with the service!   I had an issue with my internet and the staff was more concerned with selling me additional products than resolving my issue.   I was unable to set up my personal install due to no signal.  I  called and explained several times needed.  I even had a supervisor tell me after I explained the urgency that I should just miss work and wait almost a week for any type of resolution.  I was forced to receive this service and it is horrible.  It’s not right to scam your customers!  The technician had to work on the outside and inside box to obtain a signal.  Lastly, his truck sounded like it was going to break down.  You scam your customers and don’t take care of your employees by ensuring reliable transportation!  SMH

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XfinityAlfonso

Official Employee

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2.8K Messages

Hello user_w6ddc0, thanks so much for taking the time to add your voice to the conversation here on our Xfinity Forums!  This is never the type of experience we'd want for you as a customer, and we are happy to look further into your situation. 

 

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and we can get started anytime.

 

 

 

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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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9 days ago

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user_xew09n

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2 Messages

We as well have been out of internet for three days. Maybe someone might show up on the 13th if it doesn’t get cancelled again. We have very limited cell service and I rely on internet to do remote support at my place of work. Also have elderly person in house that relies on apps for communication,  health apps etc. All I’ve gotten so far is being upsold for faster speed which doesn’t fix anything.  We are switching back from Comcast voice over IP to land line but need internet to finish cutover. This has been frustrating beyond belief and there is no customer service no matter what Comcast advertises. 

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9 days ago

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XfinitySeth

Official Employee

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1.5K Messages

I'm sorry to hear your services have been interrupted for as long as they have user_xew09n! Did you previously have an appointment for this same issue that went unfulfilled?

 

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9 days ago

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user_xew09n

Visitor

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2 Messages

Had an appointment for tomorrow the 11th that was cancelled. 

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9 days ago

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XfinitySeth

Official Employee

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1.5K Messages

I'm sorry to hear that! I'm glad you have a new appointment set for the 13th, but we'll definitely stick with you until you're confirmed to be back online from here 👍 If you'd like, please send us a direct chat message with your full name, the name listed on the account (if different), and the full service address associated with your account to “Xfinity Support”.

 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

 

You can see how to send us a direct message here,

How to: Direct messaging within the forum | Xfinity Community Forum

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9 days ago

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