Frustrating

Dear Xfinity Customer Support,

I recently moved to the United States from the Dominican Republic and have had an extremely frustrating experience trying to activate internet service at my new apt.

My apartment is WiFi-ready, and what should have been a simple setup process turned into more than 48 hours of repeated issues and delays.

First, I was unable to complete the setup online because, after entering my birth date, your system would not verify my identity. I then spent approximately two hours on the phone with customer service trying to resolve the problem. Once we finally reached the payment step, your system would not process my payment. I contacted my bank, and they confirmed that they were not declining the transaction, indicating that the issue was on Xfinity’s side.

I was then instructed to visit an Xfinity store in person. On Sunday, I spent over an hour at the West Hartford store working with a representative who was well-intentioned but appeared unfamiliar with how to resolve the issue. With assistance from another employee, the service was eventually set up.

Unfortunately, the very next day my account was blocked due to a fraud flag. I spent another two hours on the phone with customer support while being unable to work because I had no internet access. After that call, I was told that someone would again need to visit a store in person. My husband went today, and only after yet another visit was the issue finally resolved and my service restored.

This experience has been incredibly time-consuming and frustrating, especially as someone who has just relocated to a new country. I hope you will review what happened and consider ways to improve the onboarding and verification process so that future customers do not have to go through a similar ordeal.

Thank you for your attention to this matter.