Visitor
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3 Messages
Internet Issue and lack of support
Would love to say things have gotten better but the service has gone downhill.
I'm ready to cancel. Can you save a user since 1999 from moving on? Do you care?
Paying $350 per month and have had issues for the last few weeks.
Spoke to a person today who agreed there were issues (internet is slow, varies somewhat but never close to paid for speed, uploads <5MB at times) and was told someone would be out tomorrow from 1-3 PM. Here is verbiage from that text;
Hey, It's Xfinity Assistant, your Xfinity appt is tomorrow between 1:00pm-3:00pm.
Please confirm your appt here: [Edited: "Personal Information"]
Or reply:
X to cancel
R to reschedule
W for waitlist
TxtHelpOrStop
Later in the day was sent another text saying my appointment had been cancelled and that verbiage is below;
Your Xfinity appt. on 5/16, arrival between 1-3PM, has been cancelled.
Visit http://xfinity.com/support for help.
Txt Help or Stop. Msg&DataRatesMayApply
Was, again for many days in a row, kicked off a video call, while presenting, and fully embarassed shortly thereafter.
Called in and was told that the next available appointment was saturday 5/18 1-3. I escallated and asked for a call back from a supervisor which never came.
Called in again (how much time should a customer have to spend fixing an issue that is not my fault?) and was told that the 5/16 appointment was back on. While happy with that I was dubious and asked for confirmation. Was told it was set and it would be coming. Only to be sent a message confirming the Saturday slot. What? Why? Which ring of hell am I in?
Texted in to see if that might get me somewhere. Every call apologizes but doesn't get anywhere. I ask again for a supervisor to call me back and am assured that will happen. Get a call back from frontline support with no power to do anything and supervisors unavailable.
Texted in again later to ask what was up and was told a supervisor would call me. Get a call from a level one again and ask for supervisor. Am transferred to Mobile where a person was indignant and blaming everyone under the sun for the mistake. Transfers me to billing! Where the person is clueless on the whole matter. That person transfers me to another person who is somewhat helpful, agrees there are latency issues, and gets me added to the wait list for tomorrow.
I also reached out to twitter (X) and that was zero help either. Be patient, we will get it fixed on Saturday. Continues the complete lack of empathy, blaming systems, blaming other groups, blaming the weather, saying my expectations were not realistic, and more.
I need this resolved tomorrow. That is what I was told originally and expect that to happen. I will be researching other options and will be ready to cancel all services if need be.
Happy to discuss over the phone ([Edited: "Personal Information"]) or email.
Thanks for listening,
[Edited: "Personal Information"]
[Edited: "Personal Information"]
ccRuben
Retired Employee
•
729 Messages
1 year ago
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