To Whom It May Concern,
I need to express my absolute outrage over the disastrous experience I’ve had with Xfinity over the past week. The level of incompetence, misinformation, and complete disregard for my time has been nothing short of infuriating.
Issue Summary:
Earlier this week, my two-year promotional contract expired, and my WiFi plan unexpectedly increased by $50. A simple notification in advance would have been great, but of course, that didn’t happen. "It's stated on your bill" they say knowing full well no one reads through an online bill that is the exact same every single month. But anyways, that's beside the point.
I reached out through Xfinity Assistant to explore alternative plans because I refuse to pay $85 a month for internet as a single-person household. Instead of getting clear answers, I was bounced between five different agents over two hours—each one seemingly more uninformed than the last. Finally, the fifth agent mentioned Xfinity NOW, which was exactly what I was looking for. Why did it take five agents to get this basic information?
This agent claimed to enroll me in NOW 200 for $40/month, stated I could keep my existing equipment, and even mentioned a free phone promotion. Great i thought; exactly what I was looking for. When I didn't get any confirmation email or notification, I had to reach out again—only to be told by another agent that the previous representative had lied and that they didn’t even have the authority to sign me up for NOW through that chat. WHAT!? Explain that one to me.
After more wasted time, they finally got me in tough with what was allegedly the NOW support line, where yet another agent allegedly actually signed me up—except this time, the price of NOW 200 was suddenly $45 instead of $40, and the free phone mysteriously vanished. Great. But yet again, no confirmation of enrollment after this call.
More Time Wasted; More Lies Told:
So I call again. This new agent says I actually have to go to an Xfinity store to switch services. Oh, and now I apparently do need a new modem. That’s directly contradicting what the first agent told me.
So, I go in-store. The store rep doesn’t even understand Xfinity NOW and needs help processing it. Eventually, they give me a new gateway, I pay, and they tell me to set it up through the app at home.
Guess what? It doesn’t work.
So I go back to Xfinity Assistant - the last thing i wanted to do. They connect me to yet another agent who cannot help me. They set me up with a call back, and Xfinity calls me with yet another agent who cannot help me.
After another wasted 40-minute phone call, I learn that I was connected to the wrong department yet again. Apparently, NOW is a prepaid service, and I was talking to a postpaid representative—something I only find out after wasting another hour of my life.
Final Thoughts:
At this point, I have spoken to at least a dozen different agents, wasted 5-6 hours on chat and phone calls, and still do not have working service. Every single person I’ve spoken to has either given me conflicting information, outright lied, or wasted my time before finally admitting they can’t help me. they then connect me with another person who eventually says they cant help, and the cycle continues.
I now have zero faith in Xfinity’s ability to provide basic customer service. The fact that your own representatives are so untrained on Xfinity NOW that I’ve been sent in circles for a week is beyond unacceptable. I have been misled, lied to, and repeatedly dismissed while paying for a service that does not work.
I need this resolved immediately—and at this point, I also hope for some form of compensation for the unbelievable amount of time, frustration, and incompetence I have had to deal with. If this is not addressed, I will be permanently cutting ties with Xfinity and taking my business to AT&T—and I will strongly encourage everyone I know to do the same. This has been the worst customer service I have ever received in my entire life bar none.
I sincerely hope for a direct response with a real solution—not yet another runaround.
user_jc079g
4 Messages
2 months ago
I have been having the exact same experience!! I hope to see some sort of response here as I do NOT want to use xfinity assistant again. In February I changed my service from cable, land line and internet to internet only. I was trying to find out why I no longer have access to Xfinity Stream as my understanding is that all customers get access. The customer service people keep signing me up for new service - xFi complete - while never addressing my question. I still don't have access to Xfinity stream. I deleted the app and reloaded to see if that was the problem - and now when I activate they want to charge me an additional $45 month. Beyond frustrating!
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XfinityThomasC
Official Employee
•
2.5K Messages
2 months ago
Hello, @user_cfcrjm
Sorry for the confusion in providing details about Internet NOW. This FAQ page https://www.xfinity.com/support/articles/now-internet-faqs should clear most of that up. I see you've also sent a direct message.
Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum is a violation of Forum Guidelines. In the future we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message. What additional questions do you have about the service that the FAQ has not addressed?
(edited)
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