Skip to main content
user_jjltay
1st Topic

Visitor

 • 

5 Messages

Monday, April 27th, 2026 3:58 PM

missed appointments and agents ignoring chats

We had a tech appointment scheduled for yesterday (sunday) 5-7pm, the person never showed up.  I was told we would have priority and we scheduled today (monday) 10-12 but somewhere they decided to reschedule it for Wed with no notice.  I have tried to chat with a live agent but he keeps leaving the chat - 4x we were connected, said he'd help, next notice is that he's left.  our internet never came back up after an outage.  the no response and amount of time spent on the chats with no resolution is outrageous.  I would expect a refund on our bill for the amount of time that we have not had internet.  

Question

 • 

Updated 

1 hour ago

12

1

0

Oldest First
Selected Oldest First
XfinityTommy

Official Employee

 • 

2.7K Messages

3 hours ago

Hello user_jjltay

 

Thank you for letting us know about this! Typically, appointments can be wait listed if something sooner pops up, but typically it might move to the first open time slot. Did you see a time slated associated with an appointment on Sunday? Rest assured, we always aim for you to have the utmost confidence in the support and service we provide. 

7

0

user_jjltay

Visitor

 • 

5 Messages

We had an appointment set for Sunday and the tech did not show up.  it was rescheduled for Monday and then moved without our knowledge to Wed.  

Like

Reply

2 hours ago

0

XfinityBradM

Official Employee

 • 

1.3K Messages

Were there active service interruptions that were reported right before or around your original appointment time? If that was the case the technicians would not be able to work on your service issues if the area was being impacted by bigger interruption and the system would automatically reschedule those appointments. 

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

Like

Reply

2 hours ago

0

user_jjltay

Visitor

 • 

5 Messages

no we received a message that he was running late and then didn't show up at all

Like

Reply

2 hours ago

0

XfinityTommy

Official Employee

 • 

2.7K Messages

user_jjltay That is very strange. We can dig into this a bit more on our end.

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.

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

Like

Reply

2 hours ago

0

user_jjltay

Visitor

 • 

5 Messages

I do not see a direct message option

Like

Reply

2 hours ago

0

forum icon

New to the Community?

Start Here