No Show with No Communication for installation appointment today

Summary:

- I cleared space in my closet (where the cable comes in) and stayed home for a scheduled installation appointment (they said I couldn't do a self install due to the setup in this apartment).

- No one showed up, and no one told me they weren't coming.

- Website said I had a scheduled appointment and also said I didn't.

- Chat help was unhelpful, mostly because agents aren't empowered or properly trained by Comcast, and because their incentive structure.

- Got an appointment for tomorrow afternoon

- Phone agent gave me a "guarantee" that the tech will come tomorrow, but of course the agent can't know that.

- I have no confidence a tech will show up tomorrow (or the next appointment).

My apartment complex started a bulk service "deal" (more expensive than my my current internet with a different provider).  I'm required to pay with my monthly rent, regardless of if I use Xfinity internet or not.  So I called 7 days ago and made an appointment for today, for 10AM to noon.  I was told the tech would call 1 hour before arriving at my apartment.  My plan was to cancel my current internet before I get billed $50 for another month (tomorrow is the billing date).

I received a reminder text this morning: "Just a heads up, your Xfinity appt is today between 10:00am-12:00pm."  I stayed home this morning for this appointment.

Around 11:30, I went onto the Xfinity website to look for any updates, since I hadn't received a phone call from a tech, and I hadn't received any text updates.  A banner at the top of the site said "Appointment today" "Your appointment is today between 10:00 AM - 12:00 PM".  When I clicked "More details", it took me to https://www.xfinity.com/appointments, which said "Looks like you don't have any scheduled appointments".

So I clicked on the chatbot, which immediately said "Appointment today" "Your appointment is today between 10:00 AM - 12:00 PM".  I clicked "see details", and the bot replied "The tech is en route for your appointment between 10:00am-12:00pm at <ADDRESS>"  I asked about the discrepancy on the website, and the bot repeatedly responded "I don't see any appointments scheduled on your account. What are you looking to do?"

So I eventually get to a live chat agent.  The agent said " I see that you have booked the appointment, but there is no date selected.  I asked for clarification, since I had a date scheduled.  "Yes, correct! But the technicians are not available; that is the reason. Please do not worry. I see that the earliest slot available is on 2/10/2026 from 02:00 - 04:00 PM MST. Shall I go ahead and book the technician for you on this date?".  I asked for more info and he said he'd schedule me for the waitlist for today, and immediately ended the chat before I could respond.

Next chat agent was more helpful, though at the end he said I was his first customer, so maybe that's why he struggled?  He said he could see that I'm booked for 2/10/2026, then tried to get me signed up for some "offer".  He allowed me to refuse.

For some reason he repeatedly said he couldn't cancel my appointment without my consent.  Then he said "I didn't have access to cancel your appointment from my end until you requested it."  I did not give consent to cancel any appointments, so I hope that was just an English issue (which I am understanding of).  He seemed to say he couldn't see any info about today's appointment being cancelled.

The phone rep last week had been easier to communicate with, so I called for a phone agent.  The agent was as helpful as he could be, I think, but it seems they don't have access to info about my old appointment.  I asked a few times about what happened today or what I should do tomorrow (chat/call repeatedly for updates, so they can tell me in case the appointment is cancelled again?).  He didn't have an answer, except giving me a guarantee that the tech will show up tomorrow (which he can't know, of course).  He said he put in the notes to call me before coming, and eventually added to keep me in the loop about the appointment.  But my guess is that, if the same thing happens again tomorrow, that note probably never gets in front of anyone's eyes.

It's pretty obvious to give a quick call/text/something when an appointment is cancelled.  Even if it's not automated, it would save Comcast a lot of money versus paying for tech support chat/calls and losing customers.

I think all the agents were as helpful as they could be, and our conversations were very respectful (except the first agent suddenly ending the chat).  Since I can't attach files, I'm including screenshots of the chat transcript log as provided by Xfinity (except sanitizing private info and adding color for readability).  I have a recording of my phone call (and the call from last week).

P.S. This page lets me create new tags, but then says I 'm not allowed when I click post.

[Images Removed: "Personal Information - Chat Transcript"]