Visitor
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1 Message
How do I stop Xfinity phone harassment about troubleshooting?
My mother has an old busted modem/wifi combo from Xfinity (she rents it from them) that needs to be replaced. She has been trying to schedule this replacement for three days, and each time, Xfinity has failed to honor the appointment they've set and they've been canceled after trying to text her land-line, despite giving them a mobile number to use.
They're also calling her land-line non-stop to try and force her to work with their AI to "troubleshoot the issue." The issue is that the equipment is old and busted, and needs replacing, yet the persistent phone calls continue. They've cancelled two appointments already, and the second her third was scheduled, the harassing phone calls started up again. How do we stop this abuse?
It's clear that Xfinity does not want to send out a technician to actually help her, and is only interested in finding an excuse to cancel the appointment. The AI keeps "helpfully" suggesting that she could come into their offices and "Purchase" new equipment, which seems particularly like a scam, given that it's Xfinity's own equipment that she rents that is faulty and old as heck.
Accepted Solution
CCShaina
Problem Solver
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393 Messages
2 years ago
@jenn2d2 This is absolutely not the experience we want to hear of for any of our valued Xfinity customers, and we always want to ensure any technician visits and equipment replacements happen promptly and as scheduled. I would like to further investigate the account to determine why the prior visits were canceled and ensure we have someone out to replace the equipment as soon as possible.
Could you please send our team a direct message with your full name and full address?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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
See https://comca.st/3KQF8q9 for an example.
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