Visitor
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1 Message
I HATE this service
So, originally my husband had our services in his name. It’s been for a few years, but our bill had gotten ridiculous. Over $400 a month out of nowhere. So we called to figure out what we needed to do to have the bill lowered. The representative(#1) told us that in order to get the bill lowered we’d have to switch our services into my name to get promotions. He told us we’d had all these channels, our bill would be cheaper, and the process would run smooth. Fast forward, they came out to switch over our services. The next day I realized we didn’t have the main channels we like to watched so I called back. This representative(#2) stated that the cable plan we had gotten did not include the channels we wanted so we need to upgrade. Fine! We did that, but I realized that the channels still didn’t work. I spoke with him for a lengthy amount of time trying to get it to work. He reset our boxes, and promised we’d have the channels. When they came back up, only the living room tv had the channels. He then stated to give them 24 hrs to resolve the issue. I said okay. 4 days passed, and still nothing working, and I hadn’t heard from them. So I called back AGAIN. I explained the situation to the (3rd) representative and this man told me that XFINITY no longer carried the channels at ALLLLLL! Which didn’t seem right to me because they’re listing in our package when we look it up, and it’s working on the living room tv, but he insisted that this is what was going on. I hung up from him & called back AGAIN. For the 4th time, this representative stated that that was not true, and that he’d help. He said he would get me over to Tech to have it fixed. He came back, and said that actually they couldn’t fix it right then and there, and that they didn’t know what was wrong. He then asked me to give him 24 hours. So now about 6 days have passed, and still NOTHING. I received a call from a supervisor on the day before yesterday stating that they have to put me on a priority list to have it fixed immediately. I STILL HAVENT HEARD ANYTHING! And to make matters worse, we are CONSTANTLY experiencing outages. This has been the worst thing to have to deal with. We have older parents & grandparents who depend on specific channels & we are not able to watch ANY. Not even basic channels! We are missing over 50 channels. If I would have known we would be dealing with all of this I would have NEVER switched the service over. Worst company ever to be dealing with. Very insensitive, not offering credits, for us not to have to pay the 1st bill or anything. [Edited: "Language"]
EG
Expert
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116.8K Messages
16 days ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityJon
Official Employee
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1.2K Messages
16 days ago
Good afternoon user_zm70wu. I can assure you this is not the experience we want for you. You have reached the right team, and I will be happy to look into this further for you.
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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Again
Expert
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33.8K Messages
16 days ago
@user_zm70wu
The rep #1 you talked with should have never told you to cancel your husband's account and then sign you up. That's basically against the Terms of Service.
This wasn't a switch over, like sliding from one room to another. Your husband's account was canceled. When that happened the package that you had also disappeared; those packages are only good as long as you don't make any changes, which you now know. So, husband's account is gone; an account number isn't tied to the address but to the account holder, in this case your husband. You signed up. New account [which should have never been], new account number, new promotion and package/plan. The plan you had no longer exists. Poof. Gone. And that's why you're not getting the channels you had. They aren't in your plan, especially if you wanted to hold down the cost. And you can't switch back to the old plan because it no longer exists.
The reps didn't tell you any of this because they didn't know. New customer/new promotion sounded really good until the realization of what transpired hit. They weren't trying to fool you or con you. They just didn't know.
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