I've been a customer for about two years now, and I have to say that the internet connection quality is superb. Unfortunately I cannot say the same when it comes to contacting Xfinity. I received a call on Wednesday, 11/23 from a lovely customer service agent who let me know that my current promo on my internet price was going to expire, and to see if I would be interested in getting a new deal.

I agreed to sign up for a home security package with 1x doorbell camera, 1x outside camera, and 1x inside camera on rent to own, to switch over two cellphone lines, and also to purchase two cellphones on the "$500 off" deal. The agent followed up on Monday, 11/28, and she placed the order over the phone for me. Afterwards, I received a text message asking me to verify my identity, so I sent a scan of my ID. Then, at 1am or so on 11/29, Xfinity cancelled my order, sent an email about it, then sent another email right afterwards "thanking me for ordering". Yesterday, the agent called me back, and told me about the cancellation, which was the first I heard of it. Comcast texts me a dozen times during the ordering process, but after cancelling in the middle of the night, all you do is send an email?

Anyway, the nice lady let me know that the phones were on back order, and can't show up until 12/16, so someone decided that I didn't want them anymore. we went through the whole lengthy ordeal of ordering my phones, and setting up my service *again*. The verification text showed up, and I followed the directions. 10 minutes late, my order was cancelled again.

At this point, I was quite upset, so I made the biggest mistake, which would be following the advice of "if you have any questions, call 1-800-XFINITY". I spent so much time on the phone that I had to clock out of work and skip my lunch for the day so I could be redirected in circles by an automated phone system that actively refuses to help. Eventually, the phone system texted me a link to an "assistant", which was actually just a text based robot, who also could not answer my question of "why did you cancel my $1,400 order?" I was so livid at having my time wasted like this, that I told the virtual assistant that I wanted to cancel. This is when I was told that someone would contact me shortly. Let's remember that little fact for later.

The lady who called me was also very nice, and she helped me go through the whole process again, and I let her know that I was extremely upset with the service thus far. The previous agent had put in a "ticket" about having my order cancelled to see if anyone could make it up to me, the second agent said she would check on it as well.

What I would like to know, is why shouldn't I cancel my service that is going to cost me $175/month until I pay off the $1,400 cellphone purchase? If I miss a bill, I hear back immediately from you, and I'm sure if I were a few days late, you'd be calling me constantly. Yet if I have a problem? That's no problem to you. Xfinity shows through their actions that they only care if they are about to lose a customer. Not only that, they are literally willing to cancel a $1,400 purchase twice with minimal notice, which makes me think I'm still paying *too much* for these phones. On top of that, I'm getting y'all's home security service. What happens if someone breaks in while I'm not home? Does my fiancee have to shout "I'm cancelling Xfinity!" for the system to call the police? Will you cancel the 911 call before the police show up?

I go on your website today because I still haven't heard back from your customer support team about my situation, and I see that your 1-800 number isn't even available today. I had to pay the *full* tax upfront for the two phones yesterday, and I don't get them till the 16th. Why should I have to pay that if I don't even see the devices for two weeks? Are you actually going to send it, or are you going to send me a tracking number after you cancel it like the first time I ordered?

Your website says this:

Putting the Customer at the Center of Everything We Do

We are committed to respecting our customers’ time, simplifying their experience, and making things right if we fall short.

Does this service sound like the actions of anyone who cares the bare minimum to keep a paycheck rolling in? Because it's definitely the absolutely least possible effort that you guys are putting forth. It's a business model of "Oops, don't worry, we'll just make staying slightly easier than leaving." When I signed up with Xfinity, I didn't even receive my wireless gateway for a month, until I had to walk into a physical store because phone/online support doesn't exist here.

Your website also says:

What Is the Xfinity Customer Commitment?

Also, did I mention I pay for a gigabit, yet I only get 100 Mb/s? Your internet is faster than your customer service, but AT&T services my area.