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user_qwb0d5
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Visitor

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2 Messages

Sunday, August 2nd, 2026 6:33 PM

Formal Complaint Regarding Technician Visit – No Service Performed

Dear Xfinity Customer Relations,

I am submitting a formal complaint regarding my recent service appointment.

A technician was dispatched to my address, but he never got out of his vehicle to inspect my equipment, the wiring, or any part of the installation. He left without performing any diagnostic work or attempting to resolve the issue.

I have photographs with timestamps showing that the technician remained inside his vehicle during the appointment. These photos can be provided as evidence if requested.

As a result, my internet service issue remains unresolved, despite waiting for the scheduled appointment.

I respectfully request:

  • A full investigation into this technician's conduct.
  • A new service appointment with a qualified technician who will properly inspect and troubleshoot the issue.
  • A credit on my account for the interruption of service and the missed service visit.
  • A written explanation of what actions will be taken to prevent this from happening again.

I have always expected professional service from Xfinity, and this experience has been extremely disappointing.

I appreciate your prompt attention to this matter and look forward to a timely resolution.

Sincerely,

Filipe Oliveira Lumertz
Account Holder

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14 hours ago

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XfinityMarcus

Official Employee

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2.3K Messages

15 hours ago

user_qwb0d5 thank you for using the Xfinity Community Forums page to reach out today. Apologies for the miscommunication that occurred during your recent technician visit. I would like to grab some additional information from you and look into the notations tied to the appointment on your account. 

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

 

Here's the detailed steps to direct message us:

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  3. Click the "Start new conversation" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

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user_qwb0d5

Visitor

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2 Messages

​

Hello @XfinityMarcus,

Thank you for your response.

I attempted to follow your instructions and send a Direct Message to "Xfinity Support." However, my account does not display the "Start New Conversation" option, so I am unable to send a private message.

Could you please enable Direct Messaging for my account or provide another way for me to contact you privately?

Thank you.

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15 hours ago

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XfinityMarcus

Official Employee

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2.3K Messages

user_qwb0d5 the option should already be present for all customers on the Xfinity Forum. Can you attempt to clear your cache and cookies, close all browsers, then reattempt to access the forum to send that message?

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.
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14 hours ago

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