1 Message
internet essentials
I got an email from Xfinity to enroll in Internet Essentials since ACP is being discontinued. Some Xfinity agent instead cancelled all of my other services. It took 3 days and over 4 hours on the phone to get my services restored. Simple tasks took for hours sitting on hold waiting. But still the TV went out the next day, and my landline was disconnected the following day, and then the day after. Each time I called in (4 different times) I got passed to numerous agents (I tried using chat, and got passed to 9 "agents" who asked the same questions and kept passing me on to someone else) but never completed restoring my services. This has been the most frustrating experience talking to people who can't fully understand or speak English. When I log into my account to check for billing, I get a "Sorry" unavailable message. I get the feeling Xfinity doesn't want my business anymore.
XfinityPeterH
Official Employee
•
1.6K Messages
9 months ago
@user_tf1dgw thanks for sharing your feedback about your experience. We are here and happy to help you. Please send us your full name and complete address in a direct message:
(Full credit to @BruceW for this excellent explanation!)
"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
• 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://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.
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