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Frustrated with lack of customer service
My elderly mother has Xfinity tv. It stopped working 2 weeks ago. She tried calling customer service, got a link texted from the automated attendant, then tried numerous times using the link to the automated service to get help. At some point she was finally put into a chat. She went through the troubleshooting steps and it was determined that she needed a new cable box. Someone was supposed to contact her to set an appointment but she never received a call or text. The next day she tried the chat link again but received an automated generic answer. Again she tried numerous times but finally was able to get into a chat. She was told there was no record of her contacting customer service so she had to go through the troubleshooting all over again. Even though the tv wasn't working the person on chat told her it would be restarted and would be fine. One week after the tv stopped working it still didn't work. I got involved and again went through the automated service many times before finally getting a chat. Again we went through the troubleshooting, again it was determined it was an issue with the cable box and I was told there would be a text to set up a technician appointment. This time there was a text, an appointment was scheduled, the soonest availability would be 3 days later. OK, better than nothing. About 15 minutes a text came that they had done something in the background and now the tv should work, did she want to keep the appointment. TV still did not work, so she responded yes to keep the appointment. One hour later she got a text that the appointment was cancelled. TV still didn't work. So she's tried several more times to get a chat, she gets only the automated service that keeps telling her there's no issue with her billing. Two weeks without tv and NO service. Ready to have her call another provider and drop Xfinity.
XfinityFrank
Official Employee
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1K Messages
4 months ago
Hi there, @user_jyoxya! Thanks for reaching out to us here on the Community Forum! That sounds like a bad experience, and not at all what we want it to be like when you're looking to get an issue resolved! I want to see what we can do to assist!
Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and the complete service address. Thanks!
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liliwings
Contributor
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79 Messages
4 months ago
It’s horrible. I’m a 73 year old woman who waited months to attempt to resolve a problem because I know Comcast makes it almost impossible to do so. My eyesight and fingers make it hard to text with a tech support person. Trying to speak with someone on the phone raises my blood pressure because they make it almost impossible.
finally I was able to beg in chat to get someone to call. They tell me I’m a valued diamond customer, I pay them around three thousand dollars a year and have been a customer for 34 years. They tell me I’m important to them. Their actions don’t match their words or false claims they will help.
finally they set a date and window of time they would come out to bring and set up a new router. I know in the past decades that they wouldn’t show up half the time and never notified me any of the times they couldn’t come or changed their minds. Zero respect for me or my time. Again that happened. They never showed up or contacted me to say they wouldn’t be there. Finally after they didn’t show up chatted in text with a tech support person. He looked into it which triggered a text saying they would be there the next week. I wasn’t going to waste any more time waiting another day so I decided to just make do with the old router. Comcast won yet again.
I finally gave up and am looking for a young person to hire to set me up with a way to have internet, cable and phone but not through Comcast. Unfortunately Comcast left me with no other good solution. It’s unfortunate they say they value customers but their actions do not match the script
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