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Visitor

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2 Messages

Wednesday, June 4th, 2025 1:38 PM

issues with service canceling and setting up new service when we moved

I just wanted to let someone know of issues we had with our service when we moved.  We have been a customer of yours for over 30 years.  We purchased a new home across town and set up a transfer of services on May 5th and the plan was to cancel our service at our old home on May 19 and start the service at our new home on May 19.  On May 6th our service at our existing home was cancelled-spent 2 hours on phone with customer service getting our service turned back on and a day without our internet or cable.  Comcast stated they would credit our account for the day without service.  Again, on May 16th they again canceled our existing service - called spent another hour on the phone with customer service turning back on our service and was promised another credit for no service that day. May 19th came at our new home, and we received a text that they were on their way to set up services but at our old address.  Ughhhhhh!  We then had to reset up a installation and they couldn't come out until May 29th which left us without internet or cable for 10 days.  When they did come out on May 29th to the correct address, they had to leave the cable wire above ground and would send someone out to bury it.  The person came a few days later to bury the cable and they cut our new neighbors intranet, and he was without his services for two days.  Nice way to meet your new neighbor.  I have tried contacting everyone humanly possible to lodge this complaint with no luck.  You would think a cable internet company would be more responsive to their clients especially with all the new forms of streaming etc.  they would want to keep their existing customers, but we certainly don't feel important enough to them to get any kind of response.  Just wanted someone to know and hoping that we get some resolution that someone has heard this complaint.  

Accepted Solution

Official Employee

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2K Messages

2 days ago

user_31wpo9

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.

 

Visitor

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2 Messages

I used the direct messaging

Official Employee

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1.3K Messages

2 days ago

@user_31wpo9 thank you for your time working with me today, I was able to get the feedback submitted in regard to the damage to the line during the visit for the neighbors service. I'm glad to hear your service is working well since the installation, and was happy to get that credit applied for the issue. We're available 7 days a week between 6am - 1 am for employee support. Have a great rest of your day. 

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