Visitor
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2 Messages
Issue with moving service
I have had the most horrible experience with Xfinity. On May 6 after attempting to move my service through the app and being unsuccessful I reached out to a xfinity representative who was very nice on the phone and set up my move. I informed him that I was moving on 5/7. When my new address was checked I was informed there was no signal there so a techn. would need to come out and the earliest date would be 5/11. Due to the extended date the representative indicated that instead of the 100 installation fee I would only pay 50. I agreed and patiently waiting for 5/11. ON 5/11 I received a text indicating the tech was on his/her way but when I opened the text I discovered YOUR representative put in the wrong address. I immediately contacted xfinity and spoke with another rep who fixed the address and then stated the address was previously listed as a business account and she would need to put in a ticket for it to be changed to residential and she would call me back. She called me back the same day and stated all is well just plug in your equipment because the signal is there. I got in from work and plugged the equipment in and NOTHING. I called back to xfinity and got another representative told my story over again was told to give the equipment information over the phone because there was nothing added to my order. I gave the information over the phone but still NOTHING. The rep.(a man who was very rude by the way) put me with a another rep to TROUBLE SHOOT to see if they can get everything fixed. She tried but was unable to indicating the order was ONCE again put in incorrectly. I was then transferred back to someone to start the move over again. I got a lady this time who told me she understands that I have been through alot but she will get everything straight. Well she further messed things up. When it was time to agree to the stuff, I discovered she removed my HBO max which I never asked for. I told her not to change ANYTHING just move the service from one address to another. She then transferred me to another rep who tried to trouble shoot but still NOTHING. That rep however was able to get me an appt for the next day between 1-3(which was yesterday) I WAS ON THE PHONE FOR TWO HOURS!!!!!!!!!! ok so yesterday the tech came out and was able to get the cable started. On my original request I requested two additional boxes so my two kids can now have cable in their rooms( I had a dvr box and one small box already) when the tech came he stated the DVR was no longer on my account because the rep set me up with an IEP account and I no longer had a DVR. WHO TOLD HER TO DO THAT!!!!!!!! he had a box in his truck that he gave so I would have my original two boxes but I would need to go to the store or order two additional boxes. So I went to the store, who did not have wireless boxes for this IEP account that I did not ask for and was set up for and had to wait for the rep to change the account BACK to how it was with plug in boxes. I get home and guess what CABLE AND INTERNET NOT WORKING!!!! I called back to xfinity and got someone on the line who was able to get the internet and the cable working( after 1 hour and 48 minutes) on three of the 4 televisions. One of the boxes given to me for my daughters room was faulty so guess who now has to go to the Xfinity store after work again today for a box, ME!!!! I am so over this process. Your customer service/resolution or whatever you want to call it [Edited: "Language"]. I asked for the number to the corp. office and was told there was none. I scanned the website for a place to file a complaint and this "forum" is what has come up. This should not have gone this way for me and I am deeply and utterly disappointed!
XfinityChristy
Official Employee
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2K Messages
3 years ago
Hello, @user_b44d83! Thank you for taking time out of your day to bring this experience to our attention. This is definitely not the experience we want for our customers and I'd love the opportunity to turn things around! You've reached the Corporate Digital Care team and are in the right spot for us to review your account make sure everything is resolved and correct.
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