It shouldn’t be this hard

I contacted xfinity 2 weeks ago to advise I was moving from CT to MA. I explained I would have dual residency for July and wanted to establish service in MA while maintaining my existing service until July 25th. I was assured I was all set.

I woke up this morning to no wifi or cable at my CT address. It’s 6pm and I’ve spoken to 3 people, spent 2 hours on the phone, was just transferred for the 3rd time and it is still not resolved, after being told by two people that I was all set.

I have been with xfinity for 11 years in CT - and several years prior to that in MA. I am seriously considering cancelling with xfinity and moving to a new provider. Interested to see if I receive an outreach on this.

Disappointed loyal customer.

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XfinityDilary

Official Employee

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3.4K Messages

18 hours ago

user_ou3grb. Hi there, I’m really sorry this has been your experience. Especially after planning ahead and being assured everything was set up correctly. I completely understand how frustrating it is to suddenly lose service at your CT home and then spend hours trying to get it resolved without clear answers. First, I want to thank you for your 11+ years of loyalty. That truly means a lot, and this is not the kind of experience we want you to have, especially during a move. It sounds like your transfer order may have been processed in a way that disconnected your CT services earlier than intended. I’d like to take a closer look at your account and get this corrected as quickly as possible. Could you please send our team a Direct Message with your name and service address?

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" 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 that appears. The "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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Lptennant

It shouldn’t be this hard

XfinityDilary

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