Visitor
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1 Message
NEED A TECHNICIAN TO FIX LAND LINE
To whom it may concern:
For the past two years I've had a horrific customer service experience.
Every time I use the chat support the average waiting time is 2-4 hours a s often unresolved.
Tonight I was transferred probably 10-12 times over a 4.5 hour period on top of driving to the store where they couldn't help.
I felt like I was running in circles.
For over a year I have paid for a land line that doesn't work. I have downloaded the transcript from the chat Tonight.
I was told I would be reimbursed for the time I haven't had my landline. I'm missing business calls that I cant access voicemail.
I was also told a technician appointment was set. Nothing came to my email 📧 I felt like they were all being dishonest. I was placed on hold again and I hung up and decided to write.
This is unacceptable and I feel for anyone else that is experiencing
What I have. I pay 323.00 a month and my service should be top tier for that amount.
How can I resolve this matter without spending another 5 hours to no avail?
Please advise.
My next step is the Better Business Bureau to file a consumer complaint.
XfinityMelinda
Official Employee
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188 Messages
47 minutes ago
Hello @user_zvyrsu! Thank you for taking the time to reach out to us on our Xfinity Community Forum. I apologize hearing about everything you’ve gone through and that’s a long time to be dealing with unresolved issues. This is not the experience we want anyone to have.
We definitely want to help turn this around for you. If you can, please send us a direct message with your full name and complete service address to "Xfinity Support". To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
How to Send Us a Direct Message:
To send us a direct message:
1. Click "Sign In" (If necessary)
2. Click the "Direct Messaging" Icon.
3. Click the "Start New Conversation" (pencil and paper) icon.
4. In the “To:” line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
We’ll take a closer look at your account, review what’s been happening with the landline service, and help make sure the right steps are taken toward a resolution, including reviewing the billing concerns you mentioned.
In the meantime, if part of the issue is not receiving voicemail notifications, our article may help with setting up alerts so you don’t miss messages: https://www.xfinity.com/support/articles/voicemail-notification-issues
We’re here for you and will do everything we can to help get this resolved.
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