Customer Support review

Review of Comcast/Xfinity: A Masterclass in Chaos and Unaccountability

This has been one of the most frustrating and unprofessional customer service experiences I’ve ever had—with Comcast/Xfinity clearly demonstrating a complete breakdown in internal communication, responsibility, and customer care.

I contacted Comcast to request a simple cable replacement outside my home, and we scheduled a technician visit for July 1st between 3–5 PM. That technician arrived with absolutely no idea what the job was, and worse, with no tools or materials (no cable, nothing). His response? “This is not my job.” Then he left, saying someone else would come later that day after 5 PM. Nobody ever showed up.

I called Comcast back the same evening, and what followed was an infuriating, circular journey of being transferred across multiple departments, repeating the same issue to every person, and being transferred to irrelevant departments (I was sent to the Internet Security Department—for a hardware issue!). Clearly, no one takes notes, and there’s zero continuity in handling customer issues. Ultimately, I was told the next appointment available was July 4th. I made it clear that I use the internet for work, not just entertainment, and that my daughter, who is 100% disabled, also depends on it. Their response? A polite shrug through the phone.

And that’s part of the problem—everyone is trained to sound polite but completely fails to take ownership or solve the actual problem. To make matters worse, they use your call as a sales opportunity, offering new services while you’re in the middle of trying to resolve a service failure. Unprofessional and tone-deaf.

Today, I had to fight through the useless AI chatbot again, just to speak with a human. That representative finally placed me on a “priority list”, giving me some hope that someone might show up today after 5 PM.

And then—DULCIS IN FUNDO—I receive a call later from another Xfinity rep confirming my original July 4th appointment. I asked about the priority status I was supposedly granted, and—of course—she had no idea what I was talking about. Once again, proof that Comcast’s customer service agents are completely disconnected from each other, and the system is utterly broken.

This has gone beyond inconvenience. It is now about the lack of accountability, internal miscommunication, broken promises, and complete disregard for customers’ time and needs—especially those of us who rely on internet service for critical work and family care.

If Comcast wants to be seen as a serious service provider, they need to start by fixing the basics: assign jobs properly, equip technicians, train support agents to document issues correctly, ditch the sales pitch, and make sure customers don’t have to fight their chatbot just to talk to a human being.

Until then, 1 star is generous.