Redfire03's profile

Regular Visitor


2 Messages

Wednesday, September 27th, 2023 2:09 AM

Escalation and cancelation

I am a 15+ year customer of Comcast/Xfinity and have never been so dissatisfied by my experience. I even just setup a second account at another service address.

I started this journey with a basic request to upgrade to unlimited data on my internet plan.

The agent I worked with incorrectly added a flex unit to my account and a xfinity provided modem even though I have my own. I talked with them through chat and asked for that to be removed and was assured it was. Soon as I disconnected from the chat I received a shipping notification for the equipment I didn’t want and was told I wouldn’t be getting.

Move forward a few days and I go to return the equipment to a store (on my own time and dollar). The representative at the store said I needed to keep the modem to have unlimited data, but that I could use my own modem still, and that I would get an additional discount. As they made that change, my home modem stopped working.

I’ve been without internet at my house for 10 hours now.

When I got home I started a chat session that lasted over 1.5 hours, and ended with a resolution and several promises that I would have internet within 30 minutes as it syncs with the system.

An hour goes by and I do not have internet.

I connect to another agent and spend another hour of my time again troubleshooting this problem. Am assured repeatedly this will be resolved in 3-4 minutes. After a full hour I get a response of “ I have exhausted all troubleshooting steps and other actions as well, your equipment is tagged as not in inventory hence we're unable to activate it. I request you to visit the xfinity store to this rectified and to get the service restored immediately. I apologize for the inconvenience caused :(”

I asked for an escalation or retention as this is ridiculous.

I will not be visiting a store to fix an issue your agents caused.

My chat with the agent remains open and they aren’t not responding to my request to advanced support or retention.

Please help me resolve my issue, so a customer with 2 accounts and 15+ years of service doesn’t move on.



101.6K Messages

2 months ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

Official Employee


668 Messages

2 months ago

@EG Thank you for getting this post over to us!


Hello @Redfire03 I am so sorry to read of this issue and the interruption in service, and time you have experienced. I would love to help out and make sure that we have the account corrected and the right modem provisioned. Based on the details I imagine that there was a free or discounted offer with out xFinity complete service which includes a modem and unlimited data. However it will disable your modem. Please send us your name and service address via direct message and we will help sort this out. You shouldn't need to visit a store if it's simply corrected the devices.

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary

Click the "direct messaging" icon or
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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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