Executive Customer Relations Request – New Service Installation No-Show

I am requesting escalation regarding a failed new-service installation today, September 19.

My installation appointment was scheduled for 1:00–3:00 PM. At approximately 1:35 PM, Xfinity sent me messages indicating that my technician was on the way.

No technician ever arrived.

After the appointment window passed, I contacted Xfinity through the app and dealt with two different Xfinity assistants trying to determine what happened and get the issue resolved. I still have no service and no satisfactory resolution.

What makes this especially frustrating is that I have been a Comcast/Xfinity customer for approximately 23 years and have service associated with two addresses. I set aside valuable time today specifically for this installation based on Xfinity's confirmed appointment and subsequent notification that the technician was on the way.

I am asking that someone take ownership of this issue rather than sending me through another round of automated support.

I would like:

A priority installation appointment.
An explanation of why the technician failed to arrive after I was notified that the technician was on the way.
Appropriate consideration/credit for the missed appointment and the time I spent trying to resolve Xfinity's service failure.

Please have someone from Executive Customer Relations or the appropriate escalation team contact me. I will provide my account information and service address privately.

Responses

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XfinityDilary

Official Employee

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3.8K Messages

6 days ago

Thanks for posting on our community forums, user_0rpig2. I completely understand your frustration, and I sincerely apologize for the missed installation appointment and the time you've spent trying to get this resolved. I can certainly see why this experience would be disappointing, especially after receiving notifications that the technician was on the way and after being a longtime Xfinity customer. We'd appreciate the opportunity to review the details of what occurred and see what options may be available regarding the installation and any applicable credits. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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

For an example of how to send us a direct message, check out this link:

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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Customer Service

user_0rpig2

Executive Customer Relations Request – New Service Installation No-Show

XfinityDilary

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