Poor customer service

There is a noticeable lack of empathy, compassion, and transparency when dealing with customer support. I’m not sure if Xfinity has a dedicated Quality Assurance department actively monitoring interactions, but there should absolutely be a team in place to handle complex or escalated cases. Unfortunately, frontline agents often seem unequipped to manage these types of situations, which may stem from insufficient training or the challenges of working with outsourced teams.

While I understand that language barriers can sometimes exist, and I respect that many of these agents are doing their best, these barriers—combined with complex service issues—can create confusion and frustration for customers. Processes should be made simple, clear, and easy to follow, especially in situations requiring urgent resolution.

I ask that my concern be escalated to the appropriate leadership. I’ve worked in call centers for most of my career, and I know firsthand how important it is to provide excellent service. When that’s not delivered, it creates an extremely frustrating experience for customers who expect professionalism and support.

I have been a loyal Xfinity customer for over 16 years, consistently paying my bills on time and never missing a payment. However, I am extremely disappointed and frustrated by the level of customer service I have recently experienced.

Over the past several days, I have spent more than six hours on the phone with various representatives, attempting to resolve a single issue. Unfortunately, every interaction has resulted in delays, miscommunication, and no resolution. Each representative I speak with appears unable to assist and often claims the issue needs to be escalated, which then leads to promises of a supervisor call within 24–48 hours—calls that never happen.

Additionally, I am frequently transferred between departments, particularly between Internet and Mobile, without proper context or continuity. In most cases, I’m subjected to cold transfers, forcing me to explain my situation repeatedly. This disjointed process has wasted hours of my time with no progress made.

It is unacceptable to be treated this way, especially as a long-standing customer. I am requesting immediate contact from someone at the corporate or executive level who can take ownership of my concerns. I urge you to review the number of times I’ve called and chatted in the past few days. Please also review all call recordings and chat logs associated with my account to understand the full scope of what I’ve endured.

This experience reflects a serious lack of accountability, empathy, and consistency within your customer service operation. I question how a company of your size can allow such widespread dysfunction without intervention. It should not take public complaints to get attention, but I am prepared to escalate this publicly if necessary until someone addresses my concerns.

Please contact me as soon as possible. I am requesting that a senior representative or executive review my account and provide a resolution immediately

Thank you for your attention to this matter.

Responses

Again

Expert

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31.7K Messages

2 days ago

@kentra

Please post about your service related concerns, ie, mobile, tv, internet, home security, etc.

Thanks

XfinityMartyR

Official Employee

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2.2K Messages

2 days ago

kentra We appreciate you reaching out to us over our Community Forums. I do apologize your recent experience has not met your expectations, and your concerns have not been resolved. We would be more than happy to help get you pointed in the right direction. Please provide a summary of your issue, so the Community can have an understanding of your concerns.

kentra

Visitor

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4 Messages

On June 2, I contacted Xfinity via chat support to inquire about any available loyalty offers. The agent informed me there were no promotions but stated that my request would be escalated and someone would follow up. Unfortunately, no one ever did.

Due to this lack of support, I considered switching providers and accepted an offer from T-Mobile for both mobile and home internet services, which included new iPhone 16 upgrades and the payoff of my existing devices. I decided to port over only two phone lines to test their service before canceling my Xfinity services entirely. Unfortunately, I quickly ran into major issues with T-Mobile. Their customer service was unhelpful, and I faced significant difficulties porting the numbers over. My husband’s line, in particular, was left in limbo due to what T-Mobile claimed was a device lock issue from Xfinity.

On June 3, I spent over an hour coordinating between T-Mobile (by phone) and Xfinity (via chat) trying to resolve the situation. Xfinity assured me that the device was unlocked, while T-Mobile insisted it was not. Exhausted, I paused my efforts and resumed the following day.

On June 4, I contacted Xfinity again and spent over three hours on the phone, being passed between multiple representatives. They confirmed again that the phone was unlocked, and at that point, I decided to return to Xfinity. However, I was then told that the numbers could not be ported back and that I would have to add new lines—even though the port-out had occurred less than 24 hours prior. No one seemed confident or clear on the correct process, and I spent several more hours without resolution.

When I contacted Xfinity again, I spoke with a representative who finally assisted in porting the lines back and informed me that, due to my loyalty, he would waive the $25 activation fee for both mobile lines and also help downgrade my internet service. However, he only applied the fee waiver to one line and not both, as promised.

Later that night, my husband’s phone became locked out of his Apple account, leaving him without phone access—an issue that still has not been resolved. On June 5, I reviewed my bill and noticed a charge of $215, reflecting five mobile lines instead of the three I currently have. I called Xfinity again at 6:00 AM and spent another hour on the phone. The agent confirmed that only one credit had been applied. I requested to speak with a supervisor, but she claimed no supervisors were available and assured me someone would call back. I have yet to receive that call.

I am extremely disappointed with the inconsistent information, lack of follow-through, and overall disorganization I have encountered. I request that someone from the corporate or executive team review my account thoroughly. Please review all call and chat transcripts between June 2 and June 6 to understand the extent of the inconvenience I’ve experienced.

This entire situation has been exhausting and unacceptable, especially given my long history with Xfinity. I attempted to return as a loyal customer, but the process has been just as difficult as leaving. At this point, I am seriously considering canceling all my services—both Internet and mobile—if these issues are not resolved immediately.

I expect a prompt response and resolution.

2 days ago

XfinityMartyR

Official Employee

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2.2K Messages

kentra Thank you for the additional details! We can open an investagation with our Xfinity Mobile Team for you. Please send us a direct message.

To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" 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 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

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2 days ago

kentra

Visitor

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4 Messages

@XfinityMartyR I am signed in but I don’t have those options to send a direct message. Is there a way for someone to reach out to me?

2 days ago

XfinityJoe

Official Employee

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831 Messages

Good morning @kentra

Please send us a DM with your full name and address to Xfinity Support.

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
An "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

1 day ago

Customer Service

kentra

Poor customer service

Again

XfinityMartyR

kentra

XfinityMartyR

kentra

XfinityJoe

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