Dishonest support claims about technician schedules

I will do as you request once our internet has been fixed. However, I hope that this is not a way of burying the issue by making it private. There are numerous other similar complaints, and I think Xfinity customers have a right to receive a public response about what changes Xfinity are prepared to make to stop such abuses of both their customer support agents, who are required to string us along like this, and their clients, who endure these stressful engagements. For example, I believe it is essential that Xfinity create a proper ticket system so that there is a persistent record of such support calls and convenient methods for follow-up conversations. There also needs to be a way for customers to track the evolution of technician schedules, with follow-up calls or texts by the technicians themselves when there are delays. From my experience yesterday, I had no way of knowing whether the technicians were even aware of my calls. I suspect they were never even contacted, but the system is so opaque (I would assume intentionally) that it is impossible to tell. If Xfinity is worried about why they are losing customers, they should consider doing something to earn our trust.

@user_yv8dqw I understand wanting to keep things public for transparency. The reason that I requested that you reach out to us via a private message is, so we can pull up the account information and take a look at the appointment, which we can't do in the public space.

As a quick update, the technician arrived on time, found that our connection had indeed been cut off by the previous technician, and fixed the problem. I have never had issues when dealing with actual people in Xfinity - the service has generally been excellent. It's the phone and online support systems that are dysfunctional; I believe this is intentional management policy.

I sent a private message yesterday with contact details as requested. I presume I will be contacted again on Monday.

@user_yv8dqw - Thank you for the update! We replied to your direct message less than 30 minutes later, and our team remains available 6 AM - 1 AM ET, every day! If you still need support, please send our team a direct message to continue.

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It would be helpful if the chat icon on this page adds a badge when a direct message has been received. I had no notification of your reply.