Complaint

I am submitting a formal complaint regarding my installation appointment scheduled for October 8, 2026, between 5:00 p.m. and 7:00 p.m. The handling of this appointment, the lack of communication, and the time I spent trying to obtain basic information have been extremely frustrating and have left me disappointed in Xfinity’s customer service.

At 4:48 p.m., I received a text message from Xfinity stating that the technician was en route. Based on this notification, I reasonably expected the technician to arrive within the scheduled appointment window. However, as the evening progressed and the technician had not arrived, I attempted to obtain updates through Xfinity’s virtual assistants between 6:00 p.m. and 7:00 p.m. Despite my repeated attempts, I received only generic information and no meaningful explanation regarding the technician’s status.

After 7:00 p.m., I finally reached a live representative through the chat, who informed me that the technician had been delayed. This explanation raises an obvious question: if Xfinity notified me at 4:48 p.m. that the technician was en route, why was I not proactively informed that the appointment would not be completed as scheduled? If the technician’s status had changed, I should not have had to spend nearly two hours attempting to get an update, only to learn after my appointment window had expired that the technician was delayed.

I understand that unexpected circumstances can affect a technician’s schedule. However, customers should not be left waiting without communication, particularly after receiving a notification that the technician is on the way. A simple text message or phone call explaining the delay would have allowed me to make informed decisions about my evening rather than waiting for a service that never arrived.

The situation was made worse when I was informed that the next available appointment was not until October 14. As a result, I am now expected to wait nearly another week for a service appointment that was already scheduled and that I had set aside my evening to accommodate. This delay is not the result of my failure to be available or my inability to keep an appointment. I fulfilled my responsibility as the customer, but Xfinity did not fulfill its responsibility to provide the scheduled service or communicate the change in a timely manner.

During my conversation with the representative, I also explained that I was not interested in adding an Xfinity Mobile line. My request was for a discount on my next bill or for the applicable technician-related fee to be waived in recognition of the inconvenience. The representative stated that a discount would be provided once my account was active. However, this did not resolve my immediate concerns, and I was left without clear confirmation of the amount of the discount or a meaningful accommodation for the missed appointment.

I was also frustrated by the representative’s suggestion that I simply contact Xfinity again after my service was active to address the discount. This shifts the responsibility back to me to repeat the same issue and seek a resolution at a later date, even though the circumstances warrant addressing it now. I do not believe it is unreasonable to request that the complaint and promised accommodation be documented on my account before the installation is completed.

My concerns are not limited to the missed appointment itself. They include the following:

• Inaccurate or misleading appointment communication: I received a notification at 4:48 p.m. stating that the technician was en route, yet the technician did not arrive during the scheduled 5:00 p.m. to 7:00 p.m. window.
• Failure to provide timely updates: I repeatedly attempted to obtain information between 6:00 p.m. and 7:00 p.m. but received no useful explanation until after the appointment window had ended.
• Inadequate customer support: The virtual assistants did not provide the information I needed, leaving me to continue seeking assistance until I could reach a live representative.
• Unreasonable rescheduling delay: The next available appointment offered was October 14, despite the fact that I had already made myself available for the original appointment.
• Lack of a clear resolution: Although a discount was discussed, I was not given confirmation of the amount, and no immediate accommodation was provided for the missed appointment.

I have retained screenshots of my conversations with Xfinity, including the notification stating that the technician was en route, my attempts to address the situation, and the live representative’s explanation that the technician had been delayed. I can provide these records to support my complaint.

I am requesting that Xfinity take the following actions to resolve this matter:

1. Arrange an earlier installation appointment. I would like Xfinity to check for cancellations, alternate technician availability, or other options that would allow my service to be installed before October 14, without additional charges to me.
2. Provide a reasonable bill credit or fee waiver. I am requesting compensation for the inconvenience and time lost because the scheduled appointment was not completed and the delay was not communicated appropriately.
3. Confirm the promised discount in writing. Please specify the amount of the discount, when it will be applied, and any conditions attached to it. I also request that this commitment be documented on my account so I do not have to explain the situation again after activation.
4. Review the technician’s dispatch status and the communication failure. I would like an explanation of why I received an en-route notification at 4:48 p.m. but was not notified of the delay before the appointment window expired.
5. Escalate this complaint to someone with the authority to resolve it. I am requesting a response from Executive Customer Relations or an appropriate supervisor who can address the missed appointment, the rescheduling delay, and the requested compensation.

I chose Xfinity with the expectation that scheduling service would be handled professionally and that I would receive accurate information about my appointment. I recognize that delays can occur, but I expect a company of Xfinity’s size to have a process for notifying customers when appointments are disrupted. Customers should not have to spend their evenings repeatedly contacting support to find out why a technician has not arrived, especially after being told that the technician is already on the way.

I am asking for a meaningful resolution, not simply an apology or another instruction to reschedule. Please review the circumstances, document the complaint on my account, and respond in writing with the specific steps Xfinity will take to address this issue.

Thank you for your attention. I look forward to a timely response and a resolution that reflects the inconvenience caused by this experience.