5 Messages
My experience with Xfinity
I will never, EVER recommend this company to ANYONE.
Let me tell you about OUR experience with Xfinity over the 3 years we were forced to have them as our provider.....
When we first moved to VA from Alaska, we had no choice but to go with Xfinity. There was no one else. They told us that they are mailing our equipment over, even though I told them the house we were in was abandoned for 20+ years, and there was no service or signal here. They also said that if I was (essentially) too 'stupid' to plug in the modem, and a tech had to come out, they would charge me $100. BUT, if there was no signal to the house, and a tech HAD to come out and hook the HOUSE up, then my install would be free....
Equipment came, including some streaming box for the TV that I told them I did not want. We hooked up the modem, and surprise surprise, no signal.
Each time we had to call them, we had to drive almost 2 miles down the road, because there was no signal at the home. So, called, and they scheduled a Tech to come out. Again, telling us if it was something we could do, we would be charged, but, if the internet had to be hooked up outside, then instal would be free. Tech came out, and no signal at the house. He had to go across the street, and hook up the internet on the telephone pole.
Internet was working on and off. Got our first bill, and they charged us $100. I called a number of times wanting the charge removed, but nope. So, apparently, I was expected to climb the telephone pole myself? Do I look like a Squirrel to you???
Next we had to switch our phones, because AT&T had no signal out here in the sticks. So, we called, and they sent us phones and sim cards. Phones would NOT allow us to make calls via Wifi. This was VERY important, as we do not have cell signal here.
So, we drove down the street, called them, and they instructed me to drive to Bluefield, to visit their store, and told me someone would help me there. I got in my car, with NOT Air conditioning, in 97 degree heat, and drive 2 hours to Bluefield. When I got there, the store I was instructed to go to has been CLOSED for OVER A YEAR!!! I was LIVID. I Called again, and they told me to drive to ANOTHER store, this time, 3 hours away. So again, I drove, in the heat, with no AC. And when I got there, the store did not deal with phones! Only Internet and cable. So they could not help me either. At this point I am BEYOND livid. That day I spent over 11 hours on the road.!!! In nearly 100 degrees!
Next day my husband and I drove 2+ hours to a different store. Only to be told that it was our modem, and not the phones that were having an issue. I tried explaining that no, modem is fine, it's the phones. He forced us to take a new modem, and go home. We swapped the modem, and guess what. Not the modem. So we drive again. This time they swap our phones, for others that are supposed to be free with a 2 year contract.
We come home, and the new modem they gave us is now not working. So here we go again, having to call. A Tech comes out, and fixes the problem. I give him the TV streaming box, because again, we did not need it.
Everything is OK for a while, except the internet slowing down to a crawl almost daily for a long time, and having outages at least once a week for an hour, 2, or more.
Almost a year later, I realized that they have been charging us for the phones that were supposed to be FREE. So, I call. They tell me they are going to fix my account and apply credits for the overcharges. A week passes, I call. Not done. I am told it has been taken care of this time. Another week. Then 2. Nothing was done. I call again. Same thing. "We fixed it this time". Then again. Finally I had to escalate the issue and talk to a manager, and got almost $600 in credits on my account, which I had to get ugly to get. Each time I call, I have to wait for what seems like FOREVER. And it takes multiple attempts to get a LIVE HUMAN on the line!
I can not even tell you how many days of work I missed because of the outages. Last time it went out it was out for 16 HOURS.
Then, a month ago we swapped to a different provider. I call ahead and tell them that I am switching, and they start offering me discounts, Cutting my bill by more than 50%. Really? I am at a point that even if they offered it for FREE, I would not take it. So no, I am switching.
They tell me to return my equipment. I said I will mail it. They said ok, and showed me how to get a label printed. I check my account, and the TV streaming box that I gave the tech 2 years prior is STILL on my account!
I spent hours on the phone, and on chat, trying to get my service disconnected.
It took me 4 calls, and I can't even tell you how many transfers, and how many hours on hold, as no one seemed to be able to do their damn job correctly!
I was told 3 times that the tv streaming box would be removed off my account. It is still there, along with the modem that they received over 3 weeks ago!
Today I got a notice that they are increasing out cell phone bill by $75 a month.
HELL NO. I am done. I am BEYOND done.!!!
Now we are switching out phone lines, which I am sure they are going to screw up too!
I want xfinity OUT OF MY LIFE!!!! FOR GOOD.!!!
XfinityMarcus
Official Employee
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913 Messages
3 months ago
user_vn5vjf thank you for taking the time to reach out and inform us of your most recent encounter. I can understand how frustrating it would be to go through this situation and experiencing such miscommunication. Some of the things you referenced lined up with other issues occurring, and I would be happy to explain some of that for you. I know that transparency is a big deal, and it seems as if we may have dropped the ball in that regard given the details you have laid out.
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