Visitor
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1 Message
Done!!!!
This is a Formal Complaint Regarding Ongoing Service Failures & Breach of Customer Trust!!!!
I am writing to express my extreme dissatisfaction with the ongoing and unacceptable issues I have experienced with Xfinity—issues that have now reached a point where I am seriously evaluating my options and considering leaving Xfinity altogether after more than a decade as a loyal customer and Platinum Rewards member.
Over the past several months, I have endured daily disruptions to my internet service, often without explanation or meaningful resolution. As someone who relies on a stable and functioning connection for both work and personal responsibilities, these repeated outages have caused significant hardship. Most recently, my work-required phone line—which is mandatory for my job—was disconnected for hours, resulting in lost calls, lost opportunities, and unnecessary stress. The fact that these failures occur with such frequency demonstrates a complete disregard for reliability and customer impact.
On top of the service instability, I had an appalling experience with an upgraded phone that I paid for but did not receive in a timely or appropriate manner. While I did ultimately receive my refund, this only happened after multiple attempts to resolve the issue, including repeated contacts and additional connectivity problems with your own live chat support. The amount of time and effort I was forced to invest to correct a problem entirely created by Xfinity was completely unreasonable.
In addition I have had poor connectivity issues to my smart TV using the Stream app. Even with close proximity to the modem!!!
It is unacceptable that after more than ten years of loyalty—during which I have paid for premium services and maintained Platinum Rewards status—I am receiving service that is not only unreliable but actively disruptive to my professional and personal life. The complete lack of accountability, the poor communication, and the continued failures to resolve issues efficiently have eroded any confidence I once had in your company.
At this point, I am formally requesting:
1. Immediate correction of all ongoing service issues, including internet reliability and phone connectivity.
2. Appropriate compensation or bill credits for the extended period of service interruptions, phone disconnection, and the time spent trying to resolve these issues.
3. A written explanation detailing how Xfinity intends to ensure service stability, performance of services, and prevent further disruptions and customer-service failures.
Please understand that unless these matters are addressed promptly and satisfactorily, I will have no choice but to terminate all services and move forward with an alternative provider. I am actively evaluating other options and expect a response within 5 business days.
I hope Xfinity recognizes the seriousness of this situation and takes immediate corrective action
Accepted Solution
XfinityJorge
Official Employee
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2.6K Messages
2 days ago
To send a "direct message" / "private message" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
• 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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