Horrendous Customer Service

We moved our service from AT&T to Xfinity. Initiating service was horrendous each time I spoke with anyone outside of the US. Information was discrepant or just plain wrong and they even lied about scheduling an appointment. I had to physically go to the local Xfinity store, wait in line and speak with someone to resolve everything and REALLY schedule the installation.

It's been 10 days since the install and the land line still has not been ported over to AT&T. When I called customer service I was transferred around several times (India), and NO ONE had the same information in what's supposed to be the same system!! The landline phone number was incorrect and different between 2 different reps with the 2nd one having a dog barking incessantly in the background. He then proceeded to transfer me to the BUSINESS port out department's automated system. At that point I just hung up.

If Xfinity is unable to port our landline over from AT&T prior to the 24th of this month I end up paying 2 bills!! One for Xfinity and one for AT&T. I am thoroughly and utterly upset, disgruntled, dismayed and disillusioned. I am so tempted to cancel Xfinity and stay with AT&T. I feel like I am running out of options because I cannot seem to get anything resolved with Xfinity's customer service.

I can honestly say that I have never received such horrendous customer service in all my days from any company.

Responses

XfinityShawn

Official Employee

•

1.4K Messages

1 year ago

@GerriF This isn't the experience we want any customer to have, and my team is here to help. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which 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

4

0

G

GerriF

2 Messages

It is now the 22nd of February, and Xfinity still has not completed the port in/out of the landline. I decided to go back to the local Xfinity store in a desperate effort to light a fire under someone-anyone to complete this process. Only to find that the process had not even been initiated. I was told Jayme that it would be completed by the 20th or the 21st at the very latest. I called her on yesterday on the 21st, and it still had not been completed.

If we end up entering into another month of service as of 2/25 with AT&T we will have to pay hundreds of dollars because we can't end the service until this process has been completed. If it's not completed Xfinity should be liable due to the errors and inactivity on the company's part.

We just lost 2 family members in the space of less than 6 months and have had more than our fair share of heartache and headache. We were in hopes that switching carriers would have been the very least of our worries or concerns. Unfortunately, it has proven not to be the case. We cannot afford to pay two companies for services. This needs to be resolved like yesterday!

1 year ago

0

XfinityJorge

Official Employee

•

2.1K Messages

Hey there! We are happy to work with you, and we are sorry about the trouble you have had. Please send us a DM, and we are here for the opportunity to make this right.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

1 year ago

0

U

user_ucga43

1 Message

You can't get no one to talk to you at Xfinity and then they send you to about five different people and you have to keep repeating yourself and then they still say well I don't know what to do I'm getting ready to explode I'm 78 and nobody will help me out . They got into my account and lied and said that I approved and I didn't and I'm paying one Xfinity bill 47 something and then they're turning around and I was paying $14 something and now they're taking out 19 for my land phone. I'm on social security and this place are [Edit: inflammatory]

(edited)

1 year ago

0

XfinityEva

Official Employee

•

1.6K Messages

user_ucga43 We're sorry to hear that this has been your experience. We are happy to help with your account. Please send us a direct message with your full name and service address to get started.

To send a direct message:

Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which 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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

1 year ago

0

Customer Service

GerriF

Horrendous Customer Service

XfinityShawn

GerriF

XfinityJorge

user_ucga43

XfinityEva

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