Lodge a formal complaint

After being a 3-4 times xfinity customer I have never been more disappointed with a service. So much so that I am trying to lodge a formal complaint. I am finding even then I am getting sent in circles, when all I want to do is provide feedback. I don't even want a refund, or credit, or money back. How ridiculous is that? The live agent on customer service just offered to get a call back in for me, AND THEN DISCONNECTED. He also told me I would have to receive a call back from a team, who would then provide a link to me on the phone to send in my complaint, how backwards is that.

My service thus far could not have been further from your "Customer Guarantee" that you list on your website. With the exception of one phone rep a few weeks ago I've felt nothing but ineptitude, rudeness, and a complete lack of transparency. On top of that I'm now having to pay more money to a third party company to fix issues that xfinity caused in the first place.

Please, fix your feedback process.

Responses

XfinityAlyssaA

Official Employee

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1.8K Messages

8 months ago

Good evening @user_k7c226, and thank you for reaching out to our dedicated Communities team tonight. We are sorry to hear about your frustrating experience as this is never how we want our customers to feel. We appreciate your feedback as we are always looking for ways to improve our products and the customer experience. You can also submit feedback directly on our website here https://www.xfinity.com/support/svp-contact-form.

I see that you stated you are having to pay money to a third party company to fix an XFINITY issue, can you tell me bit more about what is happening? Our team is on your side and wants to help how we can.

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user_k7c226

2 Messages

https://www.xfinity.com/support/svp-contact-form leads to a page that doesn't even work. @XfinityAlyssaA (edit - now it does appear to work)

I'm having to pay HelloTech to come out and run a new COAX cable after an Xfinity tech visited last week for two hours and could not resolve the issue. He then put in a ticket to get a new wire run from the pole to my townhouse (I'm a renter) which is NOT what was communicated to me.

After taking the day off of work and waiting around all day for a tech to come by, I finally got fed up and called AGAIN and was told not only was a ticket submitted for something that wasn't the issue, but that it had to get approved by a condo association (again, I'm a renter so I would have never asked for this to be done) and they could not confirm a time they would be out. I am now having to pay HelloTech $250 to run a new COAX cable. This is after weeks of troubleshooting and billing issues.

(edited)

8 months ago

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XfinityAlyssaA

Official Employee

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1.8K Messages

Gotcha, thank you for confirming that additional insight @user_k7c226, we appreciate it. Comcast currently partners with HelloTech to provide help with services that we don't offer and Xfinity customers can receive up to 25% discount on HelloTech installation. Did you receive this discount? If not, please be sure to contact them at hellotech.com/xfinity-care or 1-800-753-6139.

I see that you were looking to have a new wire run from the pole to your townhouse though and had a ticket submitted. We'd be happy to review the ticket further and help make sure your issues get resolved. If a new ticket for the proper issue needs to get submitted, we can take care of that as well. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account?

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

Click the "Direct Message 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 which 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

We look forward to working with you further and trying to turn this experience around.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

8 months ago

U

user_ox84cc

3 Messages

4 months ago

Not only would I NOT recommend Xfinity to anyone, I would strongly suggest that they tell all their family and friends to NEVER sign up for anything with Xfinity. If there were a score less then 0 I would choose that. My prices continually go up and service continues to decline back to the horrible days of Comcast old. When I tried to remove some options to save money I was told that it didn't matter because "prices are going up anyway". And when I told them that my channels freeze constantly and my internet takes 'forever' to load I was told that the equipment I have is good enough (even though it's 6 years old). I spent "5 HOURS" chatting and on the phone to finally be told that no matter what I change I'm still going to pay $300 a month to watch TV. Xfinity has become ridiculous. I'm looking into Verizon or Firestick.

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user_iufzjl

1 Message

3 months ago

Xfinity customer service has gone from dreadful to non-existent to offensive. It is virtually impossible to speak with a live person, the phone tree is nonsensical and the billing is both overpriced and not transparent. The only option left is to cancel my service.

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Expert

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31.4K Messages

@user_iufzjl

Xfinity customer service has gone from dreadful to non-existent to offensive. It is virtually impossible to speak with a live person, the phone tree is nonsensical and the billing is both overpriced and not transparent. The only option left is to cancel my service.

If you have an issue that you need help with, please post about it in the most appropriate forum so that an Official Employee can help you with it.

Closing this 6 month old thread.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer! tick

3 months ago

0

Customer Service

user_k7c226

Lodge a formal complaint

XfinityAlyssaA

user_k7c226

XfinityAlyssaA

user_ox84cc

user_iufzjl

Again

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