Customer Experience with Xfinity

I currently use T-Mobile for both cell and internet service, but their network has been unstable in our new home. Since Xfinity operates in the area and I’ve used them before, I decided to give them another try.

I ordered internet service on December 1st, with installation scheduled for December 3rd. However, Xfinity personnel showed up a day early when no one was home. They claimed the installation required specialized equipment and would need to be rescheduled.

I called support and arranged another appointment for December 7th. Xfinity even called to confirm I would be available. I explained the previous issue, and support assured me everything would be ready. I left my son’s house—where he was dealing with vehicle problems—just to make sure I was home. When the technician arrived, he told me again that the job required a special machine and could not be completed.

I scheduled yet another appointment, this time for December 11th. Xfinity told me the line would be working by then. Instead, they showed up on December 10th to install the drop but never returned on the 11th. When I called to ask why, they said the line had already been installed. I asked what I was supposed to do with a fiber optic cable hanging off the back of my house.

Finally, on December 14th, a technician arrived to install the router and finish the job. The internet worked—for four hours. After that, it went down again. I had to call support, fight through the automated system, and speak with two different representatives before scheduling yet another visit, this time two days later.

I am extremely disappointed in Xfinity’s service. At this point, the only reason I haven’t switched providers is the sunk cost of time and effort already invested. In fact, I still rely on my T-Mobile internet as a backup because I don’t trust Xfinity to stay online. If there are any more issues, I’m done.

I do not recommend Xfinity to anyone