Visitor
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2 Messages
How to report a technician appointment marked completed when they never arrived?
I had an issue today where a technician was scheduled for an appointment to complete their service from the prior day (we received a splitter where the requested service appointment was to add a new line). We received confirmation of the appointment, texts today saying the technician was on their way and almost here, but the technician never arrived. After several phone calls (only one of which we could get to a representative) and a chat forum with a live agent, I managed to set a new appointment which is now going to require more of my time. We have already had to use PTO for this no-show appointment, so there is an understandable frustration. When messaging with the live chat, we discovered the appointment is classified as "completed" despite never having anyone come. There's nowhere in the phone tree that we can register this complaint and have this fixed on our file. How can we report this? And how can we ensure that someone will truly come in to complete and correct the technical services from the original appointment instead of repeating this cycle?
XfinityJamesC
Official Employee
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2.1K Messages
1 day ago
Greetings, @user_c4dvhw! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear your technician never arrived, and the appointment was marked incorrectly. This is not the type of experience we want our customers to have, but you have definitely come to the right place for assistance.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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user_c4dvhw
Visitor
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2 Messages
9 hours ago
Update. After a long day of messaging before the original post, I followed the commented response for a DM request and had a slow response conversation confirming that my new upcoming appointment would not be cancelled. I further received confirmation that it would be prioritized and I would be reached out to again. I have now received two texts saying my new appointment is cancelled with no other information. This has been consuming large amounts of my time and been an increasingly stressful experience.
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