3 Messages
How to reach corporate?
I’ll have to start from the beginning to go get you up to speed on what’s going on. For the month of May, my family and I have been having issues with our internet and TV service. It wouldn’t happen all the time but essentially our service was operating at half of its potential, despite us paying full price. Our TV would become pixelated as if we had satellite and would not correct itself, to the point we would have to change channels. Even then other channels would have the same issue, requiring us to avoid watching TV altogether.
When it came to the internet, we would lose service, have significantly slow speeds, and have issues with day to day activities with the internet use.
We have documented proof of the days and times this has occurred.
We contacted Xfinity and a technician came out and reported he was seeing the same issue. The technician advised the cable across the street was old and needed to be replaced and that it was Xfinity’s responsibility to do so. After a few weeks, the service wasn’t corrected and we requested another technician who came and made some adjustments. The new technician advised this would be a temporary fix, that Xfinity would need to replace the cable across the street, and he also reported we were receiving about 50% of our service due to the faulty cable.
Here is where the issue comes to head. As any reasonable person would argue, if you are paying for a service and not getting the service you paid you; a refund is in order. One would not go to a restaurant and pay for a meal they never received.
I requested to speak with a supervisor because I was getting no where when it came to speaking to every agent I was telephone tree’d into. Well today, I spoke with someone who was a ‘specialist’ and refused to connect me to a supervisor. I explained my situation, as I’ve made you aware, and immediately became defensive and argumentative with me. I explained to the specialist I have proof of the days and times and I would be happy to provide copies and it was refused. This person said they could only see about 3 days of improper service and offered me 25$. Absolutely ridiculous. Especially considering I have more days of low quality service.
For context, I’ve been a customer with Xfinity for sometime now and this is the first time I’ve had an issue like this.
One can understand having it insinuated that I am lying can get one angry. The specialist continued becoming hostile, argumentitive, and unwilling to help resolve the issue. This person insisted on being correct. I for the life of me cannot understand how one can work in customer service treat their customers this way.
Not only this, this person ultimately HUNG UP on me and proceeded to close my ticket, listing it as resolved. Talk about lying. Absolutely disgusting. I’m not sure the quality of people Xfinity is hiring but this particular person has no business being in the job they are in. Not to mention the amount of headache my family and I have had to go through just to get our issue resolved.
My husband and I are currently looking at other providers for internet and TV service after this experience, but first we are owed our $306 for the month of irrefutable issues.
XfinityArmand
Official Employee
•
2.1K Messages
11 months ago
Thank you so much for taking the time to reach out to Xfinity Support here on our Community Forum @user_78mav! We are so glad to hear from you and happy to help in any way that we can to ensure your concerns are properly address and that you are being provided with the best experience with your service. Hearing that this has not been your experience is not at all what we like to hear. No worries! You have reached out to the right team to ensure that this is properly addressed and taken care of. So that we can get started, please feel free to shoot us a private message with your details, and we can get this taken care of for you.
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