Visitor
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1 Message
Internet Service
Called Xfinity regarding slow speed on internet. I need a new modem since they told me the one I have is old and needs to be updated. Customer Service gave me an appointment on Saturday December 20 between 10:00-12:00. I received many confirmations texts. After waiting I called to see where the tech was and I was informed my appointment had t be rescheduled. No one reached out to let me know the tech was not coming. I told them to give me an appointment the next day and once again told no. All I am told is I am a valued customer but yet no one even tried to clear up their mistake. In order to have internet I have to use the hotspot on my phone which by the way am being charged for since I used it all up. Just to let you know I will keep my appointment for Monday but I am looking into other internet providers that has good customer service and fixes problems.
XfinityJustinM
Official Employee
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427 Messages
2 hours ago
Greetings @user_a7bfp2, thank you for sharing your recent experience with us. Our technicians work very hard to make it to all designated appointments, but we do understand emergencies may arise. I do wish there had been much better communication throughout this process, and we'll be here to provide that for you moving forward. At some points in the year our technicians can be pretty stacked up on appointments, the holiday season being one of those times. You were likely scheduled for the soonest appointment available.
You mentioned that your speeds were slow, but also that your internet service is not working. We can take a closer look to see if there is anything we can do to get you in a better place internet wise until your appointment comes on Monday. Please 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.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
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.
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