U

Visitor

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2 Messages

Mon, Apr 5, 2021 6:56 PM

Horrible customer service! Horrible communication of outages!

HOW can Xfinity be such a huge company and provide the service or lack their of? One would assume that the maintenance team in all areas have a schedule, a know before you go type of thing, as to what area they will be working in. Why can the customers not receive the same kind of schedule? I mean the majority of the world is currently working from home, so why can we the customers not receive a simple email this way we can schedule our workday, with conference calls, around the outages? Then you get the round and round BS with automated phone system & IF you get a human they really don’t know what to say except “we apologize there’s a technician in your area”. 
completely unacceptable when this is definitely a company that has the capability of sending an email with maintenance schedule! They don’t miss a month with sending an email about my bill! Definitely looking for better options!

Responses

ComcastJodie

Official Employee

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110 Messages

12 d ago

@user_lshelton03302019 Thanks for the post and for the feedback with planned interruptions and how that is communicated. We understand the frustration. At times, the planned work can actually turn out not to happen which is the main reason why that is not always communicated. All that work is subject to change. We would hate to see you go because of this! I would be happy to look into a credit for the time of the service not working. Please send us a private message by selecting the chat icon in the top right-hand corner and search for Xfinity Support. 

I am an Official Comcast Employee.
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Visitor

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2 Messages

12 d ago

That seems to be as difficult to navigate as calling Xfinity .... 

Official Employee

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110 Messages

@user_lshelton03302019 I understand that feedback, but it only takes a couple of steps to start a chat. If you change your mind, we're here 24/7 to help. 

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

Visitor

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40 Messages

10 d ago

Here is shortcut to bypass the screwy phone prompting:   After you call the 800 number and get connected.  Voice prompt will ask why calling.  State  "disconnect service".  it will ask are you disconnecting to a move, say NO.  Then you will get live agent, explain to them your issue and ask them to connect you to right dept.  

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