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user_lnqg99
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Thursday, August 13th, 2026 8:27 PM

Horrendous customer service and wasted time needs resolving

I am writing to file a formal complaint regarding problems with my xfinity services that customer service has so far not provided any reasonable solutions to.

I changed my internet service to the 2 gig download and upload plan but my speeds are less than 300 mbps. Since then, I have contacted Xfinity many times and spoken with over 10 different agents. Almost every one of these customer service representatives have simply hung up on me or told me the issue can't be resolved. I have spent my entire day yesterday attempting to correct a problem that should have been handled promptly and professionally.

This level of service is unacceptable. I have met my obligations as a customer, including paying for services as agreed, yet Xfinity has failed to provide any help. The repeated delays, inconsistent information, and lack of accountability have caused me financial loss and wasted an unbelievable amount of my time.

I am requesting the following resolution:

  1. Immediate correction of my service issues
  2. A refund or account credit for inconvenience and lack of service I am paying for
  3. Written confirmation that my service issue has been fully resolved.
  4. Confirmation that no late fees, collection activity, or negative account consequences will result from this dispute.

Please treat this as a formal complaint. If the matter is not resolved satisfactorily, I will consider escalating it through the appropriate consumer-protection and regulatory channels.

I expect Xfinity to take responsibility for this failure and provide a prompt, fair, and permanent resolution.

Question

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14 hours ago

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XfinityCliff

Official Employee

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513 Messages

14 hours ago

Hello @user_lnqg99, and thank you for sharing your experience and concerns with us here on our Xfinity Community forums.  

I can absolutely understand why you're upset. After multiple contacts, spending so much of your time trying to get answers, and still not seeing the speeds you're expecting from your new plan, it's understandable that you're looking for clear resolution.

We'd like the opportunity to help. Please send us a Direct Message* with your full name and service address, and we'll take a closer look at your account, review the concerns you've raised, and work with you toward a resolution. We look forward to hearing from you.

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

Click Here For an example of how to send us a Direct Message.

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