Current service interruptions & the despicable lack of customer service at Xfinity.

The fact that a "customer experience" organizational structure even exists at Xfinity is unfathomable. If it is brand new, then I retract my statement and hope for the best. If it has been in existence for any length of time, then I am fearful of what their measures of success are.

Current Issue:

• This is my 4th day of service interruptions while working from home. They are happening consistently every day between 11am-2pm
  • I've been kicked out of important meetings, hampered in my ability to complete work, etc.
• I would like to know if these are planned interruptions, and if so, then how many more days of interruption should I expect?
  • If there are to be planned interruptions, a notification needs go out to customers notifying them in advance so that they can anticipate and plan around them. I'm not suggesting anything groundbreaking here.
  • If these are not planned interruptions, a little more information about what is going on would be helpful. 
• I have been unable to talk to anyone regarding this issue because there is no way to navigate your phone or mobile "support" in order to contact a live human being, which leads me into a broader complaint.

Customer service in general

• There is no customer service at Xfinity, only attempts to wear down customers with their cumbersome phone trees and chat navigation so that they ultimately give up in exhaustion.
  
  • In this current situation, I am unable to talk to any agent about support. The chat menu blocks me because there is an outage in my area. Thus, I am unable to ask any of the above questions that I would like answered. The phone menu was completely useless and again there was no way for me to get to an agent.
  • When I moved to a new home in July and tried to get my internet set up, it was a complete nightmare. 
    • I worked for hours with at least 5 different people on the India customer service team via chat on my phone
      • Many of them wouldn't talk to me about my needs until they had completed their full upsell on services that they wanted me to add onto my plan, no matter how many times I told them I wasn't interested.
      • Some of them hung up on me entirely after hearing that I was not interested in changing my service, which was not even the reason that I was calling. 
      • One team member boarded on harassment in their upsell techniques.
      • Eventually, I was routed to one helpful person who tried to actually diagnose the problem and determined that a technician needed to be sent out in order to activate my service, but to get to that point was one of the most painful customer service experiences that I had encountered in a very long time.
  • When I received my first bill for the first month of service, it was wrong. It was $10 higher than it was supposed to be. When you enroll in automatic billing you are supposed to receive a $10 discount, and that was not reflected.
    • The person I talked to in that first month wasted a good amount of time trying to sell me to a higher plan, before ultimately giving me a $10 credit and telling me that the issue was resolved going forward.
    • The second month, same issue. The first person had lied and clearly not done anything to resolve the issue. They were only trying to get me off the chat quickly to move onto another customer who they could sell something to. 
    • The person I talked to in the second month was a gem. They told me that the speeds were too low for the modem that I have, which is a complete lie because I've been using this modem with even lower speeds for years. They refused to help.
    • Finally I reached someone who who said that the account was set up incorrectly from the beginning, and fixed my account so that the automatic billing issue was corrected.
• Xfinity:
  • Your "support" automation isn't working to support customers, only frustrate them further. You need real people who can support and answer technical questions.
  • The selling team needs to be separate from the technical support team. Period.
  • Pay your team better or incentivize them differently. They are currently so desperate to sell that they will avoid helping them and resort to lying.
  • You're relying on the fact that you're the only game in town, and that will work for you, until it doesn't. People will leave you the second there is competition.