Visitor
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1 Message
No one can seem to process my order
I did an online order for a Triple play setup yesterday (1.2GB internet, bring my own modem/wifi router, add two TV boxes) and scheduled a tech for next Saturday. I do need a tech to come out to run the cable to the house, put in a demarc, register the equipment, and make sure the connections work. It had me create an Xfinity account and I got an email to verify it. Did not get any other email confirming the order. Trying to access the Xfinity account page results in the infamous Hmm page didn’t load properly error for everything.
This morning I got a voice mail from someone at xxx-xxx-xxxx. They called back this evening and I sat on the phone with them for almost an hour. It's like they didn't even have the order details in front of them. They wanted my name and address, wanted to know if I still wanted to proceed, if this was a contract or not, if I wanted any TV boxes or added outlets, etc. Between each question I was put on hold for 5-10 minutes. Then I was told that they kept getting an error and they would transfer me to xxx-xxx-xxxx and they could fix the problem. After a 5 minute wait on hold, I got into an automated loop where I put in my cell phone number and zip code, it couldn't find it, and just kept asking over and over. Note: xxx-xxx-xxxx is the same number from the first time.
So I've put in an order, gotten no confirmation that it was accepted, and cannot talk to anyone about it that can do anything.
[edited to remove phone number]
CCGina
Official Employee
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800 Messages
3 years ago
Hey there @WorkFindsMe!
The information you have given relates to a specialized team that works on online orders that are unable to be completed for any reason, so they are the right team to work on this! You can definitely call that number back, but it sounds like they are aware of the issue and reached out to make sure that they had the correct information to resolve it. In this instance, I would advise giving them a day or so (it sounds like the order had issues resulting in errors that need to be worked through), but I am going to set a reminder to check in with you to ensure that this gets figured out and you can also send over a direct message using the following instructions, if you have not heard back in the next few days:
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