Completely No-Showed by Technician for Installation Appointment Yesterday (5-7 PM) – Need Priority Dispatch

Hello,

I am writing to get assistance with an installation appointment that was completely missed yesterday.

My original appointment window was scheduled for yesterday from 5:00 PM – 7:00 PM. No technician ever arrived, and I received no phone call or text notification regarding a delay or cancellation.

Currently, the Xfinity app is still showing yesterday’s date and time with a status note saying the technician is "running late," but it has not updated. I contacted customer service via the chat feature earlier today, but the agent was unable to provide a new appointment date or resolve the dispatch error.

Because the system seems to be stuck, I need an official representative to take a look at my pending order, update the dispatch status, and help me schedule a Priority Dispatch to get my service hooked up as soon as possible. I would also like to ensure the Comcast Customer Guarantee credit for the missed window is applied to my account.

Thank you for your help. I look forward to a direct message to provide my account details.

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EG

Expert

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121.5K Messages

3 days ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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user_o1uyiq

Visitor

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4 Messages

Thanks for your help!

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3 days ago

0

XfinityBillie

Official Employee

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4.4K Messages

user_o1uyiq Thank you for taking the time to reach out to us here on our Xfinity Forums. I am sorry to hear that the technician hadn't arrived. Our team would love to take a look and see how we can better assist you. Please send us a DM to Xfinity Support with your full name and address to get started.

To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "Start new conversation" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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 as Best Answer. tick

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3 days ago

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user_o1uyiq

Visitor

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4 Messages

3 days ago

Update: I checked the app again, and now there is no appointment scheduled. I attempted to chat with a live agent, and they said they would give me an updated appointment time, but ultimately disconnected the chat...

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user_o1uyiq

Visitor

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4 Messages

Actually, I'd like to completely cancel the installation request and any associated service. Completely missing an appointment with no attempt to contact me, followed by the inability of multiple phone and chat agents (especially the chat agent who disconnected the chat before answering my question) to provide information or resolve the situation in a reasonable way, leads me to believe that doing business with this company would lead to significant frustration in the long term.

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3 days ago

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Customer Service

user_o1uyiq

Completely No-Showed by Technician for Installation Appointment Yesterday (5-7 PM) – Need Priority Dispatch

EG

user_o1uyiq

XfinityBillie

user_o1uyiq

user_o1uyiq

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