Visitor
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1 Message
Failed appointment scheduling
I originally scheduled an internet installation appointment for May 24. When I scheduled it, I confirmed on the phone that I could change the appointment date if necessary. On May 9th, I wanted to change the appointment date and was directed to the xfinity assistant to do so. I chatted with an agent, and asked whether there was a availability to change my appointment from May 24th to May 17th. They said that there was availability, and confirmed a new time for me on May 17th. On May 15th, I realized I never got a confirmation email for that change. I once again chatted with an agent. They said they had no record of my May 17th appointment. I asked again to reschedule my May 24th appointment to May 17th. They confirmed that someone would call me on May 17th 30 minutes before arrival. I confirmed again with the agent in the chat that I had an appointment for May 17th.
On May 16th, I called Xfinity again to confirm, and spoke to an agent who said I had no May 17th appointment, and that there was not any availability on May 17th.
Why did two separate live agents in the live agent chat falsely assure me that I had a May 17th appointment?
CCShaina
Problem Solver
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393 Messages
2 years ago
@user_497812 Thank you so much for bringing this concern regarding the rescheduling of your appointment to our attention here at the Xfinity Community Forums. I sincerely apologize that the issue of rescheduling your installation appointment to an earlier date has been unsuccessful more than once, and can only imagine the frustration with this. You can always confirm your most up-to-date appointment date at any time by logging in at www.xfinity.com or the Xfinity app and will be provided confirmation of any appointment changes as well.
I definitely want to look into the prior instances of the new appointment and help you arrange for a new visit as soon as possible. Could you please send our team a direct message with your full name and full address?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
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
See https://comca.st/3KQF8q9 for an example.
(edited)
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