Visitor
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1 Message
Formal Complaint
I am very dissatisfied with Xfinity in resolving an issue with my internet service. After waiting 10 days I had 2 service calls today to resolve an internet issue and received a text indicating all work was complete; the issue was not resolved. I called customer service to report the issue was not resolved. After escalation was told the 'process' was to schedule another technician to come out and start troubleshooting all over from the beginning with the earliest appointment being 2 weeks out. This is unsatisfactory. Because the original issue was not resolved another maintenance ticket should have been opened by Xfinity. I do not believe waiting 2 weeks to start over like it was a new problem is appropriate. I had the impression the representatives I spoke with were speaking from a script (they called it 'the process') and were unable to help.
Very dissatisfied customer,
Robert
EG
Expert
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115K Messages
5 hours 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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XfinityChristy
Official Employee
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2.6K Messages
5 hours ago
Please send me a direct message with your full name and service address. I am committed to looking into this immediately to see what options we have to get your internet back up and running without further delay.
To send a "Direct Message":
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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
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