Customer service nightmare

extremely frustrated with Xfinity’s repeated failures in providing service. I had to take unpaid time off work to accommodate a scheduled appointment, waited hours at home for a technician who never arrived, and navigated an inefficient and confusing customer service process. This level of mismanagement is completely unacceptable.

The issue began when I set up my modem, but the Internet did not work. I contacted customer service to schedule a technician to come on-site. The earliest available appointment was several days away. The representative apologized for the inconvenience and assured me that they had connected with their manager to expedite the service appointment.

Despite this, I took time off work to be available for the scheduled appointment on between 2:00 PM and 4:00 PM. The technician was supposed to reach out when on the way, but that protocol was not followed. I received no call or communication, and no technician arrived. I waited until 5:00 PM without any contact.

Afterward, I contacted customer support to resolve the issue. I spent 45 minutes repeating the same information multiple times, being transferred between agents, and receiving no resolution or meaningful answers. One agent eventually called me directly but was extremely rude, instructed me to end the chat, and then placed me on hold for over 30 minutes. While I was on hold, I repeatedly received calls from Xfinity, but each time the representative on the new call had no knowledge of my prior interactions. I was forced to explain the situation over and over, while some representatives even had incorrect phone numbers and addresses on file. At the end of this process, I was falsely told that someone came to my door and I did not answer. This is completely untrue, and I can verify with my Ring camera that no one came.

The last representative I spoke with did apologize, but ultimately could not offer any resolution or compensation that would address the inconvenience I experienced or the future inconvenience of having to miss work again. As a result of this repeated mismanagement, I now have to wait four more days for another appointment, which will again require me to take unpaid time off.

I have had such poor experiences with Xfinity over the years that I would NO DOUBT pay double to use any other Internet service provider, but Xfinity has a monopoly on my new property. They are the only company that can provide Internet service, making the repeated mismanagement and lack of accountability especially unacceptable.

It is beyond frustrating that there is no way to log a formal complaint. I asked the Chatbot how to do so, and It didn’t know how to answer the question. It’s ridiculous that customers have to go to this forum the voice their frustrations. I recommend anybody reading this that has had a similar issue report Xfinity [edit: solicitation].