Experiences with Rude Technicians

To Whom It May Concern,

I am writing this complaint because I have now had 2 awful experiences with technicians that have come out, and I wasn’t even the one with the appointment!

The first encounter was on August 26, 2026. My neighbor had called out Xfinity for help with their internet. While this was happening my internet went out. So, I told the technician who was up on the pole in the alley, that I was an Xfinity customer and my internet just went out. And asked him if he was working on maintenance. He told me that my outage had nothing to do with him. I had responded that I don’t think it’s a coincidence you’re out here working on the lines and my internet goes out. He tells me to go back inside my house and restart my modem. Which I told him that I already tried that, but I wanted to give him the benefit of the doubt and told him I would try again. I came back inside my house and tried restarting my modem, and of course my internet did not come back on. When I came back outside he was getting ready to leave and I told him again that my internet was out and if he could please just double check that he didn’t accidentally knock out something. To which he told me that it wasn’t his problem and closed his truck door while I was still trying to talk to him and drove off. This then led me to being on the phone with Xfinity Customer Support for over an hour to try and get somebody out to come and fix it and getting attitude from a couple of reps as if the situation was my fault. I work from home, so I need my internet. Eventually, towards the evening an Xfinity truck came out and my internet finally went back on. I ended up having to work later and no one ever gave or offered a credit for the outage.

Then, today, 10/18/2026 my other neighbor (different from the first incident) had an Xfinity tech out to troubleshoot and help with their internet issues. Once again my internet went out, and since I wanted to avoid the same issues as before, I told the tech my internet was out and that if he could please double check that all my stuff was not touched or turned off since this happened before with another tech. He immediately took offense to this request apparently because next thing I know he is raising his voice saying that he didn’t touch my stuff and to go back up to my apartment and restart my modem. Again, gave the benefit of the doubt and restarted the modem (even though I already tried that). Came back and told him it was still out, he then proceeded to go outside by the wires with his voice raised again, basically yelling at this point, and talking to me like I am stupid. Showing me which lines are mine and my neighbor’s and what he did and didn’t replace. I could barely get a word in to explain what was going on, and tried to tell him that my modem was blinking Orange which means it can’t connect to the Xfinity network. I learned this from the last time it happened. When I finally could tell him what I knew and show him on the Xfinity app that shows my modem is offline. He told me he doesn’t care what my app says or what color my modem is blinking that he didn’t touch anything and that it wasn’t his fault. So, I went back up to my apartment to go and call Xfinity myself. A few minutes later I hear him come back outside and what do you know, after those few minutes outside of him doing something, my internet goes back on!

I don’t know what kind of techs you all hire, but they have ZERO customer service skills. I work in technical support myself and if I talked to any of our customers like that I would not have a job. I don’t care if you accidentally knock out my internet, that’s fine! You don’t even have to admit that you did something wrong if it’ll bruise your ego, just FIX IT! In both situations, it would’ve taken a few minutes to double check their work instead of having an attitude about it, getting offended, and having it all be so dramatic.

We’ve been Xfinity customers for years and this is definitely leaving a sour taste in our mouths. I want to stay with Xfinity because the service used to be great and customer service was top tier for us, but the last year we’ve had many outages and now many horrible customer service experiences. It’s even crazier to think that in both these situations these weren’t even my appointments! I was just collateral damage in these technicians’ incompetencies.

I also wrote this on this forum because it takes forever to get through to a real person on your customer service number and even when I do, no one knows who to transfer me to in order to file these complaints. This is another piece of feedback as well, people don't want to talk to robots. I know you want to screen your calls so we don't go to the wrong department and/or have unnecessary calls come through, but actually issues like these are so hard to submit because you make it so hard to connect with people.

With that being said, I am happy to hop on a call to go over these complaints with a manager or supervisor.