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user_gwaro5
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Monday, July 8th, 2024 4:43 PM

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Disappointed new customer

I’m posting this  but honestly I don’t have any hope that anything will come from it. 

I’m highly disappointed that what we discussed for service and what I signed up for is not what I’m actually getting. From HBOMax not being included to whole house coverage for the wifi signal not being included. I was very specific in what I needed and was told that as far as the signal coverage the technician would assess and install if needed (which u stated I would need). Now I am going to have to buy the extenders to get the same coverage I had previously. All this was supposed to have been for the $185/month I was quoted and signed for. The technician was ill equipped and ill prepared to do the installation, left a mess and lacked basic hygiene. Not to mention he also entered onto my property without notice despite my being home to do the initial installation check. 

I’ve spent 3 hours on the phone/chat with xfinity today to resolve the issues without success. I’ve been told I have to physically drive to the xfinity store in Annapolis to purchase the pods and the additional tv box because I cannot order them online or over the phone.  This has been the worst experience I’ve ever had dealing with a service company. The only thing that gives me comfort is that I didn’t also switch my mobile service because I can’t imagine what a mess that would be. 
The  “xfinity customer commitment” is a lie. Full stop

Question

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Updated 

11 months ago

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XfinityBillie

Official Employee

 • 

3.4K Messages

11 months ago

@user_gwaro5 This is definitely not the experience we want for our valued customers! I would love the opportunity to review the account and see how we can help turn this experience around. Please send us a DM to Xfinity Support with your full name and address to get started.

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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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