New Poster
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2 Messages
need to speak with an actual agent
I'm preparing to switch Internet Providers from Comcast to something with much better customer service. I've had issues with my Internet since Dec 2024. I've done everything including switched out the router and followed all of the troubleshooting suggestions. I was scheduled to have a technician on-site on Tuesday, 3/18/24 from 12-2pm and waited until 5pm and no one showed or even called. After speaking via chat (which is a little ridiculous and useless), I was told (and I quote), "the technician was delayed due to an accident in route to your home". While I'm not even sure that was truly what happened, I arranged for another appointment today (3/21) from 10am-12pm. Well, surprise, at 11:30am as I'm literally waiting at the door for the tech, I get a text stating "Sorry we missed you but feel free to reschedule via the Xfinity app"! This has issue with my service has gone on for well over 3 mos with should be considered unacceptable. So, if I don't speak with someone today (via a device known as a TELEPHONE and used to communicate verbally) to have the tech come back within 24 hours, I will be switching service. I've been with Comcast/Xfinity for well over 10 years and this is the worst customer service I've EVER experienced. I'm in IT and we use BOTs and Chat but this has gotten ridiculous and progressively worst customer experience I have had with ANY organizations. Again, I need speak with someone and have a tech come out to resolve this issue within the next 24 hours or I'll just assume Comcast no longer values my service.
XfinityJamesC
Official Employee
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2.1K Messages
2 months ago
Greetings, @anygivenday2099! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your service, but you have definitely come to the right place for assistance.
I would be more than happy to assist you, but this is a digital platform where we communicate with our customers through public posts and secure direct messages. We are not a call center, but we can still do anything they can do over the phone. We also have the distinct advantage of following a single issue until it is resolved.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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