Frequent Visitor
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10 Messages
Eight Hours and Counting; No End in Sight!!
I have been on a "chat" with Xfinity support today for eight hours so far, with no resolution in sight. It takes a minimum of 15-20 minutes to get a response to my input. Most of the questions they ask show no understanding of the stated problem and many of their suggestions are canned responses, not solutions to a specific problem. After I explained that I was traveling abroad and could not receive text messages, they wanted to send a text message for account confirmation. I explained repeatedly that the problem lay with the connection to Outlook and what steps I had taken to try to fix the problem, and I get asked the same obviously scripted questions asking me to confirm, for the third or fourth time, what the issue is or suggestions to do try things I've already told them I've done.
This is NOT customer service. This is lunacy! I've been a customer for decades, but I'm seriously considering ending that relationship as soon as possible.
XfinityJohnG
Official Employee
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1.8K Messages
9 months ago
Thank you for reaching out to us here @calaf54. That is certainly not the experience we would like you to have, and I will be happy to look into any email issues from here for you. Could you send me a direct message with the full name and complete address for your service?
To send a direct message [private message]:
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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calaf54
Frequent Visitor
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10 Messages
9 months ago
Here we are at day three without Outlook email access. I have no email access on my phone and limited webmail access.
I have spent more than 16 hours trying to get a solution to this issue. Most recently, direct messaging Xfinity, answering the same questions multiple times, and waiting an average of 20 minutes for each response. I repeatedly informed them that I was traveling out of the country and could not receive texts or phone calls, yet they kept trying to call or text me. They insisted that, since they couldn't call me, I would have to wait until I returned stateside. I think, that despite my 40-year association with this company (I started with Greater Media Cable), it's time to find a new ISP despite the havoc and time expenditure required to switch over all my personal & business accounts.
I AM DONE.
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