Visitor

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1 Message

10/22/2026 12:34 AM

Customer Service is Horrible ..

I was trying to get internet service through Xfinity.  A door to door sales man came to my home here in Orlando, FL.  The sales man stated that I will have 1G of internet that will be $50 with autopay or $60 without autopay.  I agreed to the terms and then paid $25 to have the service connected.  My installation date was 10/21/2026, but on Monday I received an email stating my bill was due on November 9th for $80 and some change.  I called to speak with customer service and advise them of this.  The representative was not paying attention to what I was saying and kept offering me a lower internet speed for the same price of $70.  I advised him that was not what I ordered or requested and how am I getting a bill for a service that is not even started or activated yet.  I advised him twice and he kept offering me something that I did not ask for.  I then asked to cancel my service to due him not paying attention to me as the customer.  The representative then started stating that I was not listening to him and I would not let him speak.  I immediately asked for a supervisor because I wanted them to listen to that recorded phone call.  The representative was completely wrong and he would not let me speak to a supervisor or manager.  The representative was not attentive, nor was he a individual that needs to be working for any company that he can not provide etiquette customer service experience.  This is how you treat your customers or even new customers will cause your customers to switch elsewhere.

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Official Employee

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487 Messages

19 days ago

Hello @user_assok4, thank you for reaching out on our Community Forums. I understand your concern with the difference in the pricing you were quoted, as well as your experience when contacting us for help. That’s certainly not the experience we want for you. When you’re ready, please send us a direct message with your full name and complete service address to "Xfinity Support". To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us: 

How to Send Us a Direct Message:

To send us a direct message:
1. Click "Sign In" (If necessary)
2. Click the "Direct Messaging" Icon.
3. Click the "Start New Conversation" (pencil and paper) icon.
4. In the “To:” line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

Expert

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123K Messages

18 days ago

Concern moved here to the Customer Service help section.

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