Visitor
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1 Message
Formal Complaint - Unresolved Installation
I am writing to file a formal complaint regarding my recent experience with Xfinity service and support.
We picked up our WiFi equipment on January 17. On January 20, we made several attempts to get assistance setting up the service. We spent nearly three hours trying to reach a representative by phone and also attempted to resolve the issue through online chat. After significant difficulty, we were told that a technician would come out on January 24 to complete the setup.
As of today, January 24, no technician has arrived, and we have received no communication, update, or explanation. The lack of follow-through, combined with the extreme difficulty in reaching customer support, has been incredibly frustrating and unacceptable.
At this point, if a technician cannot be promptly scheduled and confirmed to complete the installation, we will be canceling our service. I am requesting immediate contact, clarification, and resolution.
Thank you for your prompt attention to this matter.
XfinityMarshante
Official Employee
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847 Messages
2 hours ago
Hello @user_kq7lvy, thank you for taking the time to leave a post. Sorry to hear about the experience you had while trying to get your services installed. That’s absolutely not the kind of experience we want for any of our customers, and I completely understand how frustrating that must have been. We’d love the opportunity to turn this around for you and make things right.
Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum is a violation of Forum Guidelines. Since we have you in the DM, we can continue there, thank you.
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