Visitor
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2 Messages
Formal Complaint
I am submitting this formal complaint regarding repeated failures by Xfinity to keep scheduled service appointments, false statements made by your staff, and the resulting loss of income and disruption to my family. I had a scheduled technician appointment with a service window of 5:00 PM – 7:00 PM. I remained at my home for the entire window, missing time from work to ensure availability. At approximately 7:30 PM, I received a call stating that I was “not at home,” which is completely false. No technician arrived during the scheduled window. I was then told that a technician would arrive at 8:15 PM, yet no one ever showed up. Shortly afterward, a technician supervisor called me and incorrectly stated that I had agreed to reschedule my appointment. I did not agree to any reschedule. When I disputed this false claim, the supervisor ended the call abruptly. During that same call, it was agreed that my appointment would be rescheduled for 2/2/26. However, I later received a text message stating that my appointment was actually scheduled for 2/4/26. When I called Xfinity to address this discrepancy, I received no clear explanation or resolution.
XfinityChristy
Official Employee
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2.7K Messages
2 days ago
@user_ssboqv I am truly sorry to hear about the experience you’ve had. This is certainly not the level of service we strive to provide, and I can only imagine how frustrating it is to clear your schedule and miss work, only to deal with missed windows and conflicting information. Please accept my sincerest apologies for the disruption this has caused you and your family. It is very important to me that we get this corrected and address the confusion surrounding your appointment dates. I want to personally look into what happened with your 2/2/26 schedule to ensure we get a technician to your home as quickly as possible. To help me dive into your account details and make things right, could you please send us a Direct Message with your full name and service address?
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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user_ssboqv
Visitor
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2 Messages
2 hours ago
My issue is still not resolve, they scheduled an appointment for this morning after i told them I was not going to be home. I advised them that I had to work and I would not be missing anymore time from work after they lied and didn't show up this past sunday evening. They still came to house only to tell me I was not at home. I would not recommend Xfinity to anyone at this point, they don't value their customers.
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