Visitor
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1 Message
Customer support and service is non-existent and dishonest!
I had my service moved to my new home on 12/25/24. Once the tech came and installed my line he said that another crew will come and bury the cable. I've waited patiently until last Saturday 5/17/25 when I lost my internet. I tried restarting and looked for outages but, nothing worked. I then followed my line up to the road and seen it had been disconnected. I called and made an appointment, for Monday May 19th between 3-5pm. Yesterday at 1:45pm I received a notice that my appointment was canceled because the problem was fixed. I verified that the issue was still the same and contacted customer support to try and keep the original appointment. They informed me that the next appointment was Saturday the 24th which I said was unacceptable because I was just lied to by your company. I was able to contact someone in the chat and after expressing my frustration was told my appointment would be today between 8-10am. At 11am I reached out to get a status and was told there was a delay and the tech would be within another 2 hrs. It is now 1:45pm and no contact has been made while I've been waiting for this to tech to show. This is not how to treat customers that have been with you over 10yrs and I would like a resolution immediately.
XfinityAirelle
Official Employee
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2.6K Messages
1 day ago
We completely understand why you’re upset — anyone in your shoes would be. You’ve shown a lot of patience, and we hear how frustrating it’s been to deal with missed appointments, conflicting updates, and a service issue that should’ve been resolved long ago.
What you described — from the initial promise to bury the line, to the disconnection and the back-and-forth with appointments — is not how we want any customer, let alone someone who’s been with us for over 10 years, to be treated. We know your time is valuable, and you’ve already spent more than enough of it trying to get this fixed.
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