2 Messages
Horrible Customer Service
I recently moved into my home. My router was not working when i plugged it into the wall so I went online to troubleshoot. It started out with the virtual assistant as I have had luck with that in the past at my apartment. That did not work so then I tried to get on the phone with someone which in it of itself is a pain. On the phone with them for serveral hours cant get anything to work. I finally leave the house because I had other stuff to do. Not 30 minutes later I get a call from Xfinity. "Hello are you at home and do you have time to troubleshoot your router. I am from the 'advanced' team so I might be able to help." Tell them I'll be home later. I get a call from them later spend another several hours on the phone. No luck. Get the technician appointment scheduled for the next day. The guy gets here. My house had zero connection to the xfinity line. The guy had to climb up the telephone pole and run a wire to my house. Not only that, but the cable my router was plugged into in the wall wasn't connected to anything 😂. I couldn't believe I spend 4 hours with them on the phone the previous day with them telling me how they could see my router was active and they just needed to send a signal to it. There was not one time where they couldn't tell that it was not connected to their network? I have no clue how that all works but it just seemed to me like they were just trying to avoid paying a technician to come out at all costs. Only saving grace was that the actual technician was great.
XfinityJustinC
Official Employee
•
1.4K Messages
4 months ago
Hello, @user_nqmfc9 thank you for taking time out of your day to create a post. You've contacted the right place for assistance, and can get some feedback submitted. We're always looking for ways to improve as a company, and getting valuable feedback on where we can get more training is helpful.
From experience, we can see the tap status (this shows if there is a line connection to the home) and equipment status. If we have never serviced the location, or not serviced the location within a year we would definitely need a technician out (if this applies to the situation).
If you'd like me to investigate and send feedback, please send a direct message at your convenience.
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