Customer service is absolutely atrocious

1st Xfinity has a security breach and gets me to call IDX, they submit a ticket and tell me someone will call you in a couple of days. No one called!

2nd I went to an Xfinity store and was told a 20 minute wait, I waited 45 minutes and I foresaw at least another 45 minutes and had to leave.

3rd I call the Xfinity phone number wanting to talk to an agent and after going through option after option of things that have nothing to do with what I want I am told no one is available and I need to call during business hours. By the way according to the hours given on the recording, I was calling during business hours.

Funny thing is, if I could have gotten satisfactory answers I was going to upgrade my services. Now I am wondering what government agency I have to contact to complain

Responses

XfinityArmand

Official Employee

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2.2K Messages

1 year ago

Hi there @Royalfred. Thank you so much for taking the time to reach out to Xfinity Support here on our Community Forum. We are so glad to hear from you and want to help in any way that we can. No worries! We are here to assist in any way that we can and ensure that you are having the best all around expereince at all times. Please feel free to shoot us a message so that we can get started.

To send a "direct message" / "private message" message to Xfinity Support:

• Click "Sign In" if necessary

• Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging

• Click the "New message" (pencil and paper) icon

• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

• - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

• - An "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

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Royalfred

3 Messages

So here is some more; because of Xfinity's security breach and the fact that the primary on our account doesn't have a cell phone, I made the mistake of putting my cell phone onto the account for "added security ", the added security needed because of Xfinity's security breach. So, to be clear, I can go to the Xfinity website make all kinds of purchases and cancelations but I can't chat online with Xfinity to get pricing for different plans because the one and only cell phone, my cellphone, is linked to the primary and not to myself. Spent an hour and a half going around in circles being told to go online and give myself permission to make changes to the account, just to go over pricing of different plans. Stupid me, I try to add myself but I can't because "MY" cell phone is already linked to the other family member.

1 year ago

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Royalfred

3 Messages

@XfinityArmand read the second message on this thread, if you can't help don't bother....Royalfred

1 year ago

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