Visitor
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1 Message
Not getting adequate support
I have an open ticket for someone to come work on the outside wiring, but there's nothing on my account indicating this, no updates for 2 weeks and scheduled dates to address the issue have been missed. I received an email on July 7 after they diagnosed the issue, indicating there are 4 steps and I would be notified "every step of the way". When I called, it took forever for the rep to figure out that I have this open ticket, and they said it was on hold, so they scheduled the service. I didn't receive any confirmation of this. And no one came. I call again and go through the same thing and they reschedule, but how do I know someone is getting the info? So I just wait until the next appointment is missed and spend another 30 min on the phone explaining this whole thing just to reschedule with no explanation. No one is looking into it to see why this has happened so it stops happening. And there's no one for me to call. Please help.
XfinityDilary
Official Employee
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3.5K Messages
3 hours ago
user_aiujr0. I sincerely apologize for the frustration this has caused. I can understand how concerning it would be to receive updates indicating that work was being scheduled, only to have appointments missed without any explanation or confirmation. We'd like to take a closer look into the status of the outside wiring ticket and determine why the scheduled visits were not completed. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.
To send a Direct Message:
Click "Sign In" if necessary
• Click the "Direct Messaging chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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
For an example of how to send us a direct message, check out this link:
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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