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user_kfz5m7
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2 Messages

Saturday, January 11th, 2025 4:16 PM

Horrible service and terrible customer service

I signed up for 60 month internet. First comes it change to 96. No notice nothing. Try use chat I option which is total waste of time.  Seevices cut off and on, discount from devices, go out completely at different times of the day. Then they want to charge me to have tech come out to fix there mess up service.Then I spend hours on phone customer service to get nothing resolve. Just listen horrible excuses. Then to cover up they offer more horrible services at discounted rate. I'm done with xfinity internet services. Only good option they have is go now phones. So far. Please look into improving your customer service and services.

Question

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Updated 

12 days ago

86

4

XfinityBradM

Official Employee

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915 Messages

5 months ago

@user_kfz5m7 Our team can definitely understand how stressful and irritating it is to have issues with your internet connection. We all work from home on this end of the screen so we can completely relate to how it causes you to make arrangements that you didn't expect. Have you gotten a chance to look through the awesome troubleshooting tips one of our forum experts created? 

2

0

user_kfz5m7

2 Messages

Why in the world would you reply to my post with troubleshooting tips link when the chat link is crappy. The troubleshooting tips are as well. Fix the service that you charge these extreme prices for.

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5 months ago

XfinityThomasB

Official Employee

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2K Messages

user_kfz5m7 we greatly want to help get this experience turned around. Our team is unique, and based out of our corporate headquarters. It would be our pleasure to help get this all sorted out.

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" 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.

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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5 months ago

0

user_hgxcup

1 Message

3 months ago

I will have to agree the most horrible customer service I have ever experienced.

1

XfinityBillie

Official Employee

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3.4K Messages

 

user_hgxcup Thank you for taking the time to reach out to us here on our Xfinity Forums. This is not the experience we want for our valued customers and I'm sorry to hear that we fell short of meeting the mark for excellent customer service. Our team is here to help you with any account concerns you have, from billing to troubleshooting and more! Can you share with me how we can assist you today?

 

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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3 months ago

0

user_xw6yjp

2 Messages

3 months ago

Terrible customer service is by design! I have been a Comcast/Xfinity customer off and on since 1995. They acquired another company here in the [Edited: "Personal Information"]. Basically, if we want hi-speed internet on our block, they are the only provider. So it's simple for them, no need to service customers as they believe where are we going to go. Truly maddening for us sheep. I have been working on getting my 77 year old sister's account, who lives alone and is handicapped, straightened out for over ONE year! The credits she deserves are about $120. They took the 120 out of her checking account, and have agreed on numerous phone calls to refund the money. Over 25 phone calls (probably over 30, since today I talked with 3 agents over 1-1/4 hours) this past year. Still, they cannot seem to refund the money to her checking account. Thought it was resolved one week ago. The rep said it was all taken care of. One week later, you know the drill, start all over again with the most dysfunctional customer service process ever created! I've decided to just try small claims court to get a judgment against Xfinity. I'll keep the forum posted.

(edited)

3

XfinityRaul

Official Employee

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2K Messages

Hello, @user_xw6yjp. I apologize for the negative experience you've had, so far. I would like an opportunity to help get your sisters account straightened out once and for all. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.

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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3 months ago

0

user_xw6yjp

2 Messages

Still nothing from anyone, and I went back to the Xfinity store and supposedly "it is being worked on"! These Official Xfinity Employee's are fake. They just post this stuff like they are really working on it. I sent an email to corporate about my experience, never heard from anyone. Hey, Official Xfinity Employee, contact me if you want to help. Account ending in [Edited: "Personal Information"] (my sister's account). I'm also listed on her account as her brother, David, and have POA for her affairs. Let's see what happens.

(edited)

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12 days ago

0

XfinityPaula

Official Employee

 • 

1.4K Messages

Hello user_xw6yjp. I'm terribly sorry to read of the hassle you have been dealing with for your sisters account. Thank you for coming back to our Xfinity Forums for help with their account. I would love to help out and make sure that we have it completely corrected. I promise you we are here to help and can handle almost all Xfinity accounts and services directly.

Please send us a direct message with your name, your sister's name and service address. From there we can complete the needed verification and work on have the account corrected. 

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 live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
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

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12 days ago

0

user_n7tpwt

Visitor

 • 

1 Message

12 days ago

I recently bought a new service, right after a week, none of my devices are able to connect to the internet. I called customer service number but ended up with a bot loop, had a live agent chat but it did not help and even to connect for a live agent it took me numerous steps with the bot, felt so frustrated as my whole day was wasted trying to fix things. I want to call a technician but the bot doesn't help!!! It's been 3 days since I was unable to connect to my Wi-Fi. 

1

0

XfinityAlyssaA

Official Employee

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1.9K Messages

Good evening @user_n7tpwt, and thank you for reaching out on our Community Forums with your connection issues. We're sorry to hear that you have been unable to connect to your WiFi and apologize for the frustrating experience trying to get it resolved as this is never how we want our customers to feel. Our team will be happy to help troubleshoot your connection issues and if needed, schedule a technician to further assist. May I ask what troubleshooting steps you have tried so far? Have you tried restarting your modem? 

 

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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12 days ago

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