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Sunday, July 14th, 2024 10:56 PM

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Negative Review gone wrong

This morning I received a text message from Xfinity asking for a survey regarding my service with Xfinity yesterday. I scored my service as a 0 based on my last dealing with Xfinity late last night, not my in-store visit. However. although my comments strictly states my in-store visit was good...this score is negatively gone against the store.

How can I rectify this and ensure that the score reflects my Online Chat experience ONLY, not my in-store experience...which was in all honesty, amazing!

With kind regards,
Andrew

Question

 • 

Updated 

2 months ago

719

11

XfinityAlfonso

Official Employee

 • 

1.6K Messages

9 months ago

Hello Voice4Vision thanks so much for taking the time to reach us about these review/survey questions! Once a survey is submitted, it is processed as s, but if it is negative, a member of our leadership team will likely reach out to gain more information on the experience and provide support.  Alternatively, you can use Google Reviews to leave a specific comment for the store, which is on a1-5 star scale also. 

 

0

user_hg7qhe

1 Message

8 months ago

Xfinity customer service is MINUS THOUSANDS!  Your customer service people are not understandable on any level !!!!!  

My account was hacked & turned over to fraud dept 😐 which is a joke!!!!  I have spent COUNTLESS hours on the phone to no avail.  Shameless company that has lost all aspects of customer service!  They don't care!

1

XfinityAirelle

Official Employee

 • 

2.5K Messages

 

user_hg7qhe Hi there! We are sorry to hear about this negative experience, as its not what we want for our customers. Our awesome team is a corporate team and we are happy to help. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there! 

 

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

0

user_0upjtb

1 Message

6 months ago

A recent service visit by Contractor J and L Cable has gone horribly wrong. J and L put forth a work order for follow up signal repair and there was no follow up by Xfinity. I tried reaching out to J and L Cable only to find out they NEVER return phone calls. Almost a month later I’m still waiting for the signal repair service and await a LONG overdue follow up by Xfinity. Well, where the [Edited - Language] are you Xfinity Comcast!!!!

(edited)

2

0

XfinityJamesC

Official Employee

 • 

2.1K Messages

Greetings, @user_0upjtb! 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.

 

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.

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

6 months ago

0

user_5dgl4t

1 Message

Every response is give me a direct message with instructions.  Take accountability Xfinity is a bully and monopoly 

6 months ago

user_ptzvu6

1 Message

5 months ago

Customer service representative on the phones are beyond the worse. I had paid for my bill and it was supposedly returned and never did it get back to my bank account. They told me I needed take it up with my bank. I did this and they stated they never returned the funds. Now they want to say it’s nothing that can be done but they have not return the money. This company is [Edited: "Inflammatory"] an a lawsuit will happen. You can’t ever get to a representative unless you state you are canceling you account. 

(edited)

1

XfinityGabriel

Official Employee

 • 

2.2K Messages

 

user_ptzvu6, Hi! Thanks for reaching out. I understand the importance of receiving those funds. This is definitely not how we want you to feel. I am so sorry to learn about this experience. You've reached the right place. Over social media, we are a team of expert representatives specializing in resolving billing concerns. We can help. To get to the bottom of this, I need to pull up the account to research what happened with that payment. Please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon on the upper right page of our forum page. Once you click on that, input our shared handle Xfinity Support to send us a direct message.

 

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

5 months ago

0

user_k63n7h

1 Message

5 months ago

All lies! 

Lie 1 

Told me I could bumble phone and wifi for cheaper went to the store and the sales guys said no not a thing you have to pay full price. 

Lie 2 

Modem is free... WITHOUT TELLING ME charged me a rental fee every month 

Lie 3 

They installed wifi and only worked twice a week and would go out. It will have to trouble again. 

Lie 4 

Cancel anytime. So after paying double what I wanted a month for said reasons for it only working twice a week. Called to canceled said it wasn't under any contract. Now have to pay 110.00 cancelation fee!!!!! 

Called said I had a month do bring the modem back. Next day got a call saying if I didn't return it the next day they would charge me 200 dollars. Xfinity is classless, and criminal. They will Lie do get you into anything they can. Record conversations so you can use them for future lawsuits cause you will have them. 

1

0

XfinityKrista

Official Employee

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1.5K Messages

Hello @user_k63n7h, thank you for taking the time to reach out on social media.  I understand your concerns, and I'd like the opportunity to check into that for you.

 

To access your account, will you please send us a direct message with your full name and complete service address.

To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

  • Click "Sign In" if necessary
  • Click the "Direct Message” icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message
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

5 months ago

0

user_t7c8qc

1 Message

4 months ago

Yup, Xfinity is just a continuation of Comcast... the worst customer service ever! I spent the entire day trying to get the phone robot to route me to an Agent only to be forwarded, forwarded, and forwarded... spending 4+ hours to finally get someone on the phone only to be told that a $207.55 mobile bill charge was a result of cancelling my Xfinity internet?! What the [Edited: Language]? I get penalized b/c Xfinity internet is not available in the service area I moved to?! I can't get an agent on the phone because why? I can't log into my account online why? (404 error, "something went wrong" error, endless spooling) I can't receive an itemized bill why? I can't pay my bill why? WHAT IN THE [Edited: Language] IS GOING ON????!!!!

(edited)

1

0

XfinityBenny

Official Employee

 • 

790 Messages

@user_t7c8qc Send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the message icon located at the top right of this forums page.
 

Here's the detailed steps to direct message us:
 

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

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

4 months ago

0

user_zfhp1b

2 Messages

4 months ago

The stores are NOT helpful. They are as stupid and useless as the robots who lie to you and then hang up on you.

Xfinity has zero customer service both on the phone and in the stores.

1

0

XfinityVictor

Official Employee

 • 

1.3K Messages

 

user_zfhp1b Hello, I hope you are having a wonderful day! I am happy to be of assistance. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

 

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

4 months ago

0

user_0m8e6m

1 Message

3 months ago

I am on phone with representatives and no available supervisor as well as they did not schedule my install this morning after being on the phone for an hour this morning  and now 40 miss on phone now.. no one can get someone out to install my internet and I'm only in town till 5 pm today n I have called and told this to three ppl already I'm bout to not get service I'm not going g to set things up and them not show let alone schedule it like they said they did n now I'm having to yell ay this lady on phone cause she's not listening to what I'm saying all it takes is one phone call to a technician to cone out it's not that hard...but this is really how u treat New ppl wow....

5

user_zfhp1b

2 Messages

@user_0m8e6m​ 

well that’s no surprise.  Wasted an entire week calling every call Centre in the Philippines, India and even Central America.

They all lie to you. Sure I tried asking for a supervisor and after a long wait time, she tried to tell me that the connection was bad so she would hang up and call me back. Too bad that was a lie and they couldn’t call me back because I was not on a phone that is tied to Comcast.   I had of course told the other person what phone num er I was calling from.

The first robot you ever talk to hangs up on you frequently.

The call centers are all liars. 

Finally some robot scheduled an appt with me, but that turned out all wrong too.

They  showed up on the wrong day.

i went to the store where they were totally RUDE and refused to help me.

use the assistant they said .. but theirs was down and they said thought luck. 
hate hateful people 

I’m a senior with a disability yet no one gives a [Edited: "Language"]. 

Really ??. Is there no way to contact the humans who come out to drop a new line! 
or the on call utilities people? 

There was only one human from Comcast business who was knowledgeable.

but I still don’t have anyone to tell me when On Call is scheduled. 

[Edited: "Language"]/comcast is the worst service ever! 

A monopoly  in north naples and completely useless. 
I will be moving to another location where they have a decent service.

it’s disgraceful that there is no costumer service except outside of the USA.

and here in the USA people are out of work!


[Edited: "Language"]you [Edited: "Language"]

, 

(edited)

3 months ago

XfinityAngie

Official Employee

 • 

1.8K Messages

 

user_0m8e6m, This is not the experience we want for our customers. I would like to see if there is anything that can be done to expedite this for you. 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

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

3 months ago

0

XfinityPaula

Official Employee

 • 

1.4K Messages

user_zfhp1b I'm sorry to read that this has been your experience. I know how frustrating it can be when you have to reach out multiple time and more so when taking different paths like by phone and in person to have a simple request completed. Thank you for sharing your experience, and please allow us to help. 

My team is dedicated to helping customers and I personally take pride in being able to help our customers, when we have failed via other paths. 

Please send us a direct message with your name and service address. It would be my pleasure to assist you and make sure our technician are able to install a new line.

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
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

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

3 months ago

0

user_l8v1qh

1 Message

@user_0m8e6m​ Yup I am going through the same issue, seems they know and dont'care if customers are upset. Imagine they got 1.2 stars of 19,000 thousand reviews that's wild. 

2 months ago

0

XfinityDena

Official Employee

 • 

3.2K Messages

I am sorry to hear you had an issue with leaving a rating. Where were you leaving the feedback @user_l8v1qh ?

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

2 months ago

0

user_df7zay

1 Message

3 months ago

Worst customer service experience ever 

Xfinity representative (Over the phone)are a joke they don’t listen carefully to your problem. Then have the nerve to ask for a 10 rating.

0

0

user_i8ai4w

1 Message

3 months ago

Xfinity is a horrible greedy company and I am ditching them. I’m finally done. I just got my bill which is $200. I hardly get any channels and I am done with them. I am moving on. I’m so sick of their greed I hope they rot and go out of business

1

0

XfinityMarcus

Official Employee

 • 

1.4K Messages

user_i8ai4w thank you for using the Xfinity Community Forums page to reach out regarding your billing related concerns. I know how important it is to maintain a package which you can actually afford, and would be more than happy to review options with you to ensure we find the best value within your budget. Have you already taken a look at our options using the Xfinity Planbuilder?

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

3 months ago

0

user_idoxxu

1 Message

2 months ago

Worse experience ever! My mom service was CXL and disconnected in November and yet they continue to charge her until now. Called Xfinity and was told my the rep that that's how they work. They will disconnect the service and still charge the customer. [Edited: "All Caps"] [Edit: Language]

(edited)

1

0

XfinityVianney

Official Employee

 • 

2.1K Messages

 

user_idoxxu, Thank you for reaching out and creating a new post. I can understand how frustrating it is to be charged after you request a service stop. I can assure you this is not how we work, and we do stop all changes once the service is fully disconnected. Are you listed as an authorized user on the account? 

 

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

2 months ago

0

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