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user_nt5yru
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Visitor

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4 Messages

Friday, April 10th, 2026 9:59 PM

Horrible Customer Service

I have been on your customer service chat and have called in to customer service asking for support twice and have been hung up on twice.  How is this even customer service?? How can a customer get to a SUPERVISOR or an escalate an issue when your service hangs up on a customer.  I have been dealing with intermittent outages for the whole month of April and when I call to get help or I use your chat service I get disconnected or am asked to call customer service and get hung up on.  This is unbelievable.  How does a customer actually get help!!!

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2 hours ago

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XfinityDuron

Official Employee

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649 Messages

5 hours ago

I do hate to hear that no one was able to help you with your concerns, have you done any troubleshooting with your internet?

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user_nt5yru

Visitor

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4 Messages

As stated all day.  As far as I can tell “customer service” does not exist at Xfinity!  

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4 hours ago

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XfinityVictor

Official Employee

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2.1K Messages

 

user_nt5yru Hello, I am really sorry you are experiencing service issues. I understand how frustrating it is, and I am happy to help you troubleshoot your service. First I will ask a few questions to better understand the root of the problem. We value you as a loyal customer and would like to resolve this issue, so you can enjoy our great service.  To avoid repeating any steps you may have already taken, can you please describe what you have done to resolve your service issue? 

 

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3 hours ago

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user_nt5yru

Visitor

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4 Messages

Great service.  I guess if you call great service on a call or on a dm all day great service?!   What do you need to know.  Internet works I cannot change the channel on the main box.  

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3 hours ago

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XfinityBenny

Official Employee

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1.5K Messages

@user_nt5yru  We're always happy to help, and know how important it is to change channels. If you've had it for a while like me and it doesn't end up working, we always have free replacements at a local Xfinity store. Have you replaced the batteries to test if that gives it the juice it needs? 

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

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2 hours ago

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user_nt5yru

Visitor

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4 Messages

Ok so can you or someone in management, please let me know why I WASTED by entire day with this issue with you ONLY NOW letting me know that I just need to replace the box???!!!!

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2 hours ago

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