Visitor
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1 Message
Help, poor customer service
Hi all,
My wife and I spent many hours yesterday trying to get the chatbot as well as the people on the phone to understand our line was inadvertently cut and we have no service. They offered a technician visit for 4/29 at 3-5 PM. I worked for a large cable company for 5 years and we never made someone wait 6 days to get a temporary line ran, its an extremely quick fix. The wait was always with the people who come back to bury the line. However, we could never get any one on the phone to discuss. Then today I received 3 calls (after already talking to 3 people yesterday) to CONFIRM the technician on 4/29. The agent could not really speak english. I have alot of experience and friends who are indian so I do not have any issue understanding him. He indicated that he was confirming appointment and that he understood I had service but it was slow, I told him no the line is cut I have no service. He stated okay so you have service. I had to explain this repeatedly. After I thought the technician was confirmed and I discussed that waiting a week for internet was in my opinion unacceptable as I could have a new internet service provider come install new service quicker, there was no empathy or attempt to solve problem. They subsequently called back 2 more times to confirm the technician. The last time I talked to them I requested a supervisor who again despite explaining that the line was cut didnt understand that I did NOT have service. He said the documentation must be wrong (by this point I had talked to 2 chat people and 6 people via phone). Again not attempt to solve the problem find a better solution for waiting 1 week for a technician. He also didnt understand or see why I was called 3 different times just to confirm the appointment. There was zero empathy, zero attempt to provide a better solution. Been a customer for many years and ZERO customer service assistance. It took 2 hours yesterday to get the first person on the phone.
Is this what Xfinity customer service has come to? One of the top "Tags" on Xfinity forum is #customerservice#terrible#annoyed - That should be a wake up call.
I am going to likely have a new service provider prior to them coming out to run a quick temporary line.
EG
Expert
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110.5K Messages
30 days 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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XfinityJustinC
Official Employee
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1.3K Messages
30 days ago
Hello, @cefle24 thank you for taking time to reach out over Xfinity Forums. Working from home myself, I completely understand the importance of having your home network up and running. I'm sorry to hear of the experience when trying to get the line cut reported, and checking on getting a sooner appointment. We're always looking for ways to improve as a company, and appreciate receiving feedback on where we can get additional training.
I did want to help get the proper expectations that technician appointments are scheduled based on the available appointments, and based on the timeframe of 4/29 it sounds like we may be busy in your area. We're you able to get signed up for the appointment waitlist: https://www.xfinity.com/support/articles/appointment-waitlist ? Once set up, if a sooner appointment opens up. You would receive a text to the mobile number provided during the set up, and have 30 minutes to accept the new appointment. If not accepted within 30 minutes, the original appointment timeframe would still be on the books.
I can't guarantee I'd be able to find a sooner appointment, but would be happy to check the technician availability. Since I would need to gather some information to locate your account, that we don't want in our public conversation. When you have time, please send a direct message.
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon in the upper right - it looks like a chat bubble
• Click the "New message" (pencil and paper) icon just to the right of Conversations
• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!
• Type your message in the text area near the bottom of the window
• Press Enter to send it
To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address
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