We recently had a outage. According to the outage map it was only our home. The computer stated a technician was on the way...... no such technician ever appeared. When I tried to call - the computer told me there was nothing an agent could do and hung up..... What happend to Xfinity's customer service guarantee? I was not able to speak with a human. Truly feels like Xfinity does not care about real customer service
Thank you for reaching out about this experience. Sometimes an interruption is resolved before the technician is able to make it out there or if you have made an appointment this may be automatically cancelled if it is determined that the issue affecting your service has been resolved after the interruption. How are your services working now?
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
Hey there, user_dd7402! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! I am sorry to hear that you are having troubles with us, and we would be more than happy to help. Can you share with us some details about your concern?
I have to be honest—this has been the worst experience I’ve ever had with a service provider when trying to replace a damaged device. When I initially called to report that my phone was damaged, the representative mistakenly marked it as lost or stolen in the system. Because of that error, a replacement phone was ordered under the wrong circumstances, and I also added Assurance to that new device.
When the replacement phone arrived, it couldn’t be activated. I spent three hours on the phone with tech support, and when I was finally told to restart the device, it locked itself with a passcode I never set. I asked for help and was told to contact Assurance.
After spending another hour with Assurance, they told me: “As per initial checking the claim, it turns out the claim you are filing is considered a mechanical failure. This type of claim is being administered by Xfinity Mobile directly.”
So I called Xfinity again. Another tech tried to unlock the phone, and after yet another hour, decided to send me a second replacement.
I received the second phone yesterday. When I called to activate it today, I encountered the same exact issue. That tech also tried to refer me back to Assurance—despite the fact that this phone was sent directly from Xfinity. After another 90 minutes on the phone, I gave up and went to an Xfinity store in person.
At the store, I was told the phone was blacklisted because it was reported as stolen. Again—I NEVER reported any phone as stolen. I reported it as damaged. Now I'm without my work phone, and I'm being told that it could take until Thursday for the block to be lifted.
This is a mess. I’m extremely frustrated with Xfinity and how this has been handled. I've spent countless hours on the phone with tech support and Assurance, been sent conflicting information, and now I’m left without a functioning phone for work because of errors that were entirely out of my control.
I asked for an escalation. I was told it was already escalated but i am still waiting on Thursday.
user_thornton, thank you for reaching out and providing your feedback. I see you've taken a lot of steps in order to get where you are now, and you still haven't gotten the results you needed. We never want your experience to take these kinds of shifts and swings, and we appreciate all your patience along the way. I can review the account and provide any updates on the existing tickets. If we already have open tickets and an escalation request, it's best to allow the mobile team time to get this cleared up. Along the way, we can do our best to monitor the account for any updates.
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 Direct Message. Click "Sign In" if necessary Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging 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
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
EG
Expert
•
112.9K Messages
1 month ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityAdrienne
Official Employee
•
1.4K Messages
1 month ago
Hey there, user_dd7402! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! I am sorry to hear that you are having troubles with us, and we would be more than happy to help. Can you share with us some details about your concern?
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user_thornton
Visitor
•
1 Message
27 days ago
I have a major issue with no resolution
I have to be honest—this has been the worst experience I’ve ever had with a service provider when trying to replace a damaged device. When I initially called to report that my phone was damaged, the representative mistakenly marked it as lost or stolen in the system. Because of that error, a replacement phone was ordered under the wrong circumstances, and I also added Assurance to that new device.
When the replacement phone arrived, it couldn’t be activated. I spent three hours on the phone with tech support, and when I was finally told to restart the device, it locked itself with a passcode I never set. I asked for help and was told to contact Assurance.
After spending another hour with Assurance, they told me: “As per initial checking the claim, it turns out the claim you are filing is considered a mechanical failure. This type of claim is being administered by Xfinity Mobile directly.”
So I called Xfinity again. Another tech tried to unlock the phone, and after yet another hour, decided to send me a second replacement.
I received the second phone yesterday. When I called to activate it today, I encountered the same exact issue. That tech also tried to refer me back to Assurance—despite the fact that this phone was sent directly from Xfinity. After another 90 minutes on the phone, I gave up and went to an Xfinity store in person.
At the store, I was told the phone was blacklisted because it was reported as stolen. Again—I NEVER reported any phone as stolen. I reported it as damaged. Now I'm without my work phone, and I'm being told that it could take until Thursday for the block to be lifted.
This is a mess. I’m extremely frustrated with Xfinity and how this has been handled. I've spent countless hours on the phone with tech support and Assurance, been sent conflicting information, and now I’m left without a functioning phone for work because of errors that were entirely out of my control.
I asked for an escalation. I was told it was already escalated but i am still waiting on Thursday.
1
0