Customer Support

I'd like to send a complaint email to someone at Xfinity. Evidently I need to make a forum post to the public instead of just emailing support@xfinity.com like literally every other company.

This internet service has given me consistent trouble from the beginning, and I just want to tell someone what happened and how unacceptable it is.

Why make it so hard for your paying customers to contact a human being, the AI assistant is utterly useless, the automated phone machine is unintuitive and goes in circles. When I finally talk to someone they generally help with the issue in a timely manner, why make it so hard to contact them?

Responses

EG

Expert

•

110K Messages

3 months ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

XfinityKei

Official Employee

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1.4K Messages

3 months ago

@user_kap4k1 I’m sorry to hear you're having such a hard time reaching someone over the phone. You're with the right team for help! Can you tell us more about what's going on with your internet service as we would like to resolve the concerns you're having with your service.

user_kap4k1

2 Messages

I started with Xfinity in fall of last year, I moved into a new house, and ignored warnings from friends. I thought the horror of Xfinity's service was just overblown.

I signed up for a plan that provided 300Mbps download speed with unlimited data if I brought my own modem. Great, I purchased an Arris modem for $80, I didn't mind eating the cost to have unlimited data. I missed multiple calls from unknown numbers, they never left a message so I assumed it wasn't important. Shortly before moving, I received a call warning me that my service is going to be cancelled because I didn't answer the calls. I quickly called back Xfinity to confirm my plan. I verbally confirmed with the agent on the phone that since I am bringing my own modem, I will have unlimited data.

At this point it was a little frustrating nobody left a message on those initial calls, but at least I have unlimited internet for a reasonable cost.

2 months into my plan I received a notification warning me about my data cap. I attempted to ask the "AI" assistant about the issue, but it would only give generic responses. I eventually found the phone number to contact Xfinity support, after going in circles with the automated phone system I somehow got on the line with a human being.

They informed me that my internet service was limited, and I would have to pay an additional fee for unlimited internet. At this point I understood why Xfinity has their infamous reputation. The individual on the phone did what they could to help.

I begrudgingly signed up for a more expensive plan with unlimited data and an Xfinity provided device. My $80 modem was not able to be returned for a refund. This was frustrating because I already have enough projects at home, but at least now it will be setup how I want. I set up the Xfinity device so it acts only as a modem, as I want to continue using my own router as configured.

So far internet service has been fine, download speed is slower than expected, but still good enough.

I discovered today there are two SSIDs being broadcast from my Xfinity device; xfinitywifi and Xfinity Mobile. I was under the impression my device was only acting as a modem, there was nothing I could find in the App indicating these SSIDs even exist. I called support again, went in circles with the automated voice until it finally figured out I wanted to talk to a human being. After being transferred from account support to technical support, I connected with a gentleman and explained my issue. He let me know the Xfinity hotspot was enabled, this was the first time I was told about this. He was meant to provide me with a support article, but I found it on my own. I was unable to follow the directions in the app as they are not accurate. I was able to disable the SSIDs in my web browser instead.

This whole situation should've never happened.

Why would I want strangers to be able to connect to a device in my own home? How is it acceptable for my internet provider to allow random people to piggyback off of my service, but people get service disabled or sued if they dare share their internet with neighbors.

The website claims it keeps my wifi private and secure, how does giving strangers access to an open SSID attached to my network make it more secure exactly? Is this something NIST recommends for guest networks? This feels like a way for Xfinity's marketing team to claim thousands of hotspots are available to customers throughout the US. How many customers even know this is enabled?

Having this feels equivalent to my power company running an outlet from my house to the street so my guests or strangers can charge their EV. Even if I'm not charged for it's use why would I want it set up without my knowledge?

Please just be transparent with your customers, make it easier to talk to a human being, it only makes the customer service jobs harder dealing with customers that are now frustrated with their Xfinity service AND support.

It's no wonder Comcast's stock is down 20% in the last 5 years, everyone is switching to providers who are trying to be the opposite of Comcast.

3 months ago

XfinityRichard

Official Employee

•

1.8K Messages

Hi there, @user_kap4k1 ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm very sorry for the inconvenience and the frustration you are experiencing regarding your service. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

To send a direct message [private message]:

Click "Sign In" if necessary
Click the "Direct Message" icon
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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3 months ago

Customer Service

user_kap4k1

Customer Support

EG

XfinityKei

user_kap4k1

XfinityRichard

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