U

Visitor

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1 Message

Monday, November 11th, 2024 9:36 PM

Closed

Pods Trouble/Absurd Customer Service

Four phone calls, four different agents (plus the initial text conversation). Escalations. Most recent agent says he can't do any more since there is an escalated open ticket. Take a day or so to resolve. Minutes later a text message:  "...it's Xfinity Assistant. Your ticket [Edited: "Personal Information"] regarding your xFi Pod inquiry was reviewed, but we couldn't approve the request." I click the provided link to learn more. No information. Zero. Just "closed". What does that mean? Problem solved? The possibility of replacement Pods was mentioned by the agent. Was that denied? Still open? Hello? Anybody home? If I could switch to Fios (which I had were I used to live), I would in a heartbeat. 
 

Official Solution

Official Employee

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2.1K Messages

27 days ago

Thank you for working with us - you initially reached out in hopes of getting your Xfi Pods replaced due to connection issues. We determined that neither pod is eligible for replacement. In the event that you have concerns in the future, please author a new post. Have a great day and take care. Bye for now!

Official Employee

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1.5K Messages

29 days ago

Hello @user_7735b2, thank you for taking the time to reach out on social media.  I understand your concern with the ticket, 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
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